Cloud Identity Technical Support Services Guidelines

The following technical support services guidelines ("Guidelines") apply to support services for your use of "Cloud Identity Core Services" ordered via the Cloud Identity - Premium edition. Capitalized terms not defined herein have the meaning set forth in the agreement that governs your use of Cloud Identity Core Services ("Agreement"). For clarity, Google will have no obligation under the Agreement (or these Guidelines) to provide support for any of the services set forth at the following URL: https://www.google.com/support/a/bin/answer.py?hl=en&answer=181865.

  1. Support Request Submission.

    1. General. Customer may submit Requests by phone, through the Admin Console or through the support portal.
    2. Customer Efforts to Fix Errors. Prior to making a Request to Google, Customer will use reasonable efforts resolve issues, to fix any error, bug, malfunction or network connectivity defect without escalatio to Google. Thereafter, a Customer Administrator may submit a written request for technical support through the Google Help Center, Admin Console, or support portal as provided by Google, or by phone.
    3. Characterization of Requests. Customers designate priority upon submission of Requests. Upon receiving a request from Customer Contact, Google will determine whether the request is a "Service Unusable," "Standard Request" or a "Feature Request" (as defined in Section 8). Any such determination made by Google is final and binding on Customer. Google reserves the right to change Customer's Priority designation if Google believes that Customer's designation is incorrect and will inform Customer of any such change in its response to the support Request. Customer may appeal any such reclassification to Google's Support management for review through any available support channel.
    4. Procedures for Acknowledgement and Resolution of Requests. When making a Request, Customer will provide requested diagnostic information including but not limited to: (i) describing the problem, the configuration, and Customer's network; (ii) providing relevant data; and (iii) communicating further via email or phone to answer questions and assist Google Support Personnel as appropriate.
    5. Request Acknowledgement. Google may respond to a Request by acknowledging receipt of the Request. Customer acknowledges and understands that Google may be unable to provide answers to, or resolve all, Requests.
    6. Feature Requests. If Google deems a Request as a Feature Request, Google may log such Request for consideration to add to a future update or release of the Services and will consider the matter closed. Alternatively, Google may provide a portal to submit product feature ideas which allows Customer to submit such Feature Requests. Google is under no obligation to respond to or resolve any Feature Request or to include any such Feature Request in any future update or release.
  2. Accessing Support.

    1. Google Help Center. Customer and Customer's End Users of the Cloud Identity Core Services are provided product documentation and instructions on how to contact support through the Google Help Center, which is accessible at https://support.google.com/a/ or such URL as Google may provide. Customer may contact support solely through the Admin Console which allows submission of requests via phone, chat or email channel. Customer is responsible for responding to any questions and complaints by End Users or other third parties relating to Customer's or its End Users' use of the Services, with such support services to be provided at Customer's own expense.
    2. Support Hours and Target Initial Response Times. Google will provide access to Google Help Center, Admin Console, and phone support for customers on a 24 x 7 basis. Written P1 Priority support Requests are responded to with a target initial response time of one hour and are responded to 24 x 7. Written P2, P3, and P4 Priority support Requests submitted via the Online Help Center, Admin Console or support portal are responded to with an initial target response time of 1 business day or less. Any Requests received via phone will be responded to directly by Google Support Personnel as further stated at: https://support.google.com/a/table/3247295. Google Support Personnel will be available to provide support via chat sessions.
    3. Customer PIN Required to Access Support. Customer Administrator(s) are required to provide a current Customer PIN when making a Request. Customer Administrator(s) will obtain such Customer PIN in the Admin Console in order to access and receive support for the Cloud Identity Covered Services from Google. If Customer Administrator is unable to provide the current Customer PIN when prompted, the Customer Administrator will only be able to access the online Google Help Center, until such time as the Customer PIN has been provided. The Customer PIN updated periodically and can only be generated by Customer’s Administrator in the Admin Console.
  3. Chrome Support.

    1. Availability of Support. In addition to Requests related to the Cloud Identity Core Services, Google will also respond to Requests related to Chrome as set forth in these Guidelines. Such Requests will be responded to in English language only.
    2. Supported Issue Types. Requests related to Chrome installation, Chrome Core Functionality, Chrome’s security, administrative policies, and Chrome’s interoperability with Cloud Identity Core Services on Supported Platforms are responded to by Google Support Personnel as set forth in these Guidelines. Google may choose not to respond to Requests for other Chrome related technical issues, such as but not limited to, rendering problems for specific web pages, technical issues related to the underlying operating system, device driver or printer problems. If Google makes a code change to resolve a technical issue, the code change is released in an upcoming release and will not be ported back to an earlier version of Chrome.
  4. Standard Support.

    Customers will receive Standard Support which includes the following:

    Automatic product upgrades of the Cloud Identity Core Services

    Maintenance updates of the Cloud Identity Core Services

    Online self help and training for End Users and Administrators designed to assist Customers with implementation and use of the Cloud Identity Core Services

    Access to support via Admin Console, by phone, chat or email or via dedicated support portal.

    Status Dashboard and support portal providing current publicly available status information for the Cloud Identity Core Services

  5. General Provisions.

    1. Updates to Guidelines. Google may update these Guidelines from time to time.
    2. Maintenance. To ensure optimal performance of the Services, Google performs periodic Maintenance. In most cases, Maintenance will have limited or no negative impact on the availability and functionality of the Cloud Identity Core Services. If Google expects planned Maintenance to negatively affect the availability or functionality of the Cloud Identity Core Services, Google will use commercially reasonable efforts to provide at least seven days advance notice of the Maintenance. In addition, Google may perform emergency unscheduled Maintenance at any time. If Google expects such emergency unscheduled Maintenance to negatively affect the availability or functionality of the Cloud Identity Core Services, Google will use commercially reasonable efforts to provide advance notice of such Maintenance. Maintenance notices noted above will be provided via the Cloud Identity Status Dashboard or Admin Console.
    3. Language. The parties agree that all support provided by Google Support Personnel pursuant to these Guidelines will be provided in English language, or in one of the many additional languages during listed hours documented in these Guidelines or at https://support.google.com/a/table/3247295 or such other URL as Google may provide. Target Initial Response Times for language support other than English are applicable during the hours listed here: https://support.google.com/a/table/3247295 Support outside of these hours can be obtained via English support channels.
    4. Term of Support. Google will only provide the support services described in these Guidelines during the term of the Agreement and will have no obligation to provide any support services to Customer after the expiration or termination of such Agreement.
  6. Glossary of Definitions.

    For the purpose of these Guidelines, the capitalized terms below will have the following meanings:

    "Chrome" means the Chrome web browser as released by Google for Supported Platforms and available for download at the URL http://www.google.com/chrome/ or the MSI installer provided at the URL https://www.google.com/chrome/business/ or at another URL that Google may provide.

    "Chrome Core Functionality" means the features and functionality in the latest released Chrome browser version, excluding Google Chrome extensions, Google Play, Chrome Web Store, and Google Cloud Print.

    "Customer Contacts" means Administrators designated in the Admin Console.

    "Feature Request" means a Request by a Customer Contact to incorporate a new feature or enhance an existing feature of the Services that is currently not available as part of the existing Services.

    "Google Support Personnel" mean the support representatives responsible for handling technical support requests.

    "Maintenance" means maintenance work that is performed on hardware or software delivering the CloudIdentity Core Services.

    "Priority" means the level of impact a Request is having on Customer's operations and is used to establish target response times. Definitions of available priority levels can be found on our help center: https://support.google.com/a/answer/1047213

    "Request" means a request from Customer to Google Support Personnel for technical support to resolve a question or problem report regarding the Cloud Identity Core Services.

    "Service Unusable" means a production issue that prevents more than one of the Customer’s End Users from access to, or use of, the Cloud Identity Core Services, or where Customer's network is not receiving any inbound email (and/or outbound email) from the Cloud Identity Core Services. Customer must identify a Request as Service Unusable by designating it as a P1 Priority support Request.

    "Standard Request" means a Request made by Customer to Google that is not a Service Unusable Request or Feature Request.

    "Supported Platform" as listed at https://support.google.com/a/bin/answer.py?answer=2763059 means an operating system and version for which i) Chrome is released by Google and ii) support under these Guidelines is provided. Google may choose not to respond to issues with preview versions of Chrome (also known as beta, dev, and canary) or preview features. Chrome OS is not a Supported Platform under these Guidelines; dedicated Google technical support and hardware service for Chrome OS is available under a separate agreement. For clarity, Chrome Frame is a separate product not covered under these Guidelines.