A. Technical Assistance. The Looker (original) TSS’ staff
shall provide technical assistance to support the
administration of the Services to the Customer’s
Authorized Contacts in accordance with the terms below.
Customer agrees that only Authorized Contacts will contact
Google for TSS and that Customer, and not Google, shall be
responsible for providing front-line support to Customer’s
End Users. TSS does not include Professional Services.
B. Support Availability. The Looker (original) TSS
staff is available to provide in-app chat support to an
Authorized Contact in accordance with the terms below.
Eligibility for chat support requires an active User
license for the Looker Software and will only be provided
to an Authorized Contact.
C. 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 Services. If
Google expects planned Maintenance to negatively affect
the availability or functionality of the Services, Google
will use commercially reasonable efforts to provide
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
Services, Google will use commercially reasonable efforts
to provide advance notice of such Maintenance. Maintenance
notices noted above will be provided via an email to the
Notification Email Address.
D. Language of Support. Unless specific arrangements are
made in writing in advance, all Customer Support will be
provided in English.
E. Scope of Support. Google is not obligated to provide
TSS if: (a) the Services have not been used in a manner
consistent with the Documentation; (b) Customer has
disabled connectivity required for TSS; (c) the Services
have been altered or modified by any party other than
Google; (d) an upgrade, update or patch that Google has
recommended and made available has not been installed due
to Customer’s actions or instructions; or (e) Google is
not able, after commercially reasonable efforts, to
replicate an error or problem in the Services within the
Looker (original) TSS laboratory environment. Google
does not provide support for third-party software or