Looker Technical Support Services Guidelines

Last modified: March 9, 2020

1. OVERVIEW

The Looker Customer Support Program provides technical assistance for the Services, access to the Documentation and update/upgrade releases for the Services. Unless otherwise noted in the Order Form, Looker shall provide Customer Core Support Services (as defined below) during the Term. Premier Support is available at an additional fee, and if ordered, will be reflected in an Order Form. Capitalized terms used but not defined herein have the meaning given to them in the Agreement.

2. SUPPORT TERMS

Technical Assistance. Looker's Customer Support staff shall provide technical assistance to support the administration of the Services to the Customer's Authorized Contacts in accordance with the terms of the applicable Support Services Plan Level described below. Customer agrees that only Authorized Contacts will contact Looker for technical support and that Customer, and not Looker, shall be responsible for providing front-line support to Customer's End Users. Customer Support does not include Jumpstart Enablement Services or Professional Services.
Support Availability. Looker Customer Support staff are available to provide in-app chat support to an Authorized Contact in accordance with the terms of the applicable Support Services Plan Level described below. Eligibility for chat support requires an active Looker User license and will only be provided to an Authorized Contact.
Language of Support. Unless specific arrangements are made in writing in advance, all Customer Support will be provided in English.
Scope of Support. Looker is not obligated to provide Customer Support if: (a) the Services have not been used in a manner consistent with the Documentation; (b) Customer has disabled connectivity required for Support services; (c) the Services have been altered or modified by any party other than Looker; (d) an upgrade, update or patch that Looker has recommended and made available has not been installed due to Customer's actions or instructions ; or (e) Looker is not able, after commercially reasonable efforts, to replicate an error or problem in the Services within the Looker Support laboratory environment. Looker does not provide support for third-party software or hardware.

3. ISSUE REPORTING

Issue Severity Definitions:
- S1 - Critical: Complete loss of application functionality causing a critical impact on business operations.
- S2 - Urgent: The Services are operative but degraded causing a significant impact on business operation.
- S3 - Tolerable: The Services are usable, non-critical functionality or components are affected, most operations are unaffected.
- S4 - Question: Includes general questions, requests for documentation, or other non-critical system related issues. Operations are not affected.
Reclassification. Looker may reclassify the priority level upward or downward and modify the order, classifications and method of responding to and/or addressing such issues, if any, at any time.
Priority Response Time.
Looker will use commercially reasonable efforts to respond within the Response Time set forth below in accordance with: (a) the specific priority level assigned by Looker, and (b) the Support Services Plan purchased by Customer.

Looker's response consists of either: (a) Looker remediation of the support issue, or (b) confirmation that Looker has received the support issue reported and indication of active remediation efforts.

Core Support Services Plan:

Issue Severity Level	Response Time (Business Hours/Off Hours)	Update Frequency (Business Hours/Off Hours)
S1	1 hour/2 hours	8 hours/12 hours
S2	4 hours/6 hours	12 hours/Next Business Day
S3 & S4	1 Business Day/2 Business Days	On Request

Premier Support Services Plan:

Issue Severity Level	Response Time (Business Hours/Off Hours)	Update Frequency (Business Hours/Off Hours)
S1	30 minutes/1 hour	4 hours/8 hours
S2	1 hour/2 hours	8 hours/12 hours
S3 & S4	Next Business Day	On Request

4. SERVICES UPDATES

New Releases. During the Term, Looker will notify Customer of new Services releases if and when they are made available. Releases may include Services version updates, feature releases, and patches. Looker will provide new Services releases in accordance with the Maintenance Schedule.
End of Life Policy. Looker provides active support to the most recent minor release (e.g. 6.4), the previous two minor releases (e.g. 6.2, 6.0) and the most recent Extended Support Release. Beyond these releases, we consider versions End-of-Life (EOL) as designated by the Officially Supported Releases at https://looker.com/docs/supported-releases.

5. TERMS OF SUPPORT SERVICES PLANS

Core Support. Includes the following:

Access to 24/7 email case submission
Access to 24/7 Customer community forum
Customer may request voice or chat support via email for S1 and S2 issues to urgent at looker dot com
Access to in-app Chat during Business Hours and Business Days only
1 hour response for Severity 1 issues during Business Hours
2 hour response for Severity 1 issues during Off Hours
Unlimited number of support cases
Unlimited number of Authorized Contacts

Premier Support. Includes the following:

All the features of Core Support (as described above)
24/7 access to Customer Support team for S1, S2 and upgrade related issues
Voice Support conducted via internet conference provider (e.g. Zoom)
30 minute response for Severity 1 issues during Business Hours
1 hour response for Severity 1 issues during Off Hours

Technical Support Services Definitions

"Authorized Contact" means an individual who has either of the following: (i) completed training (including implementation training) or (ii) certified partner status including implementation training.
"Business Days" means Monday through Friday, excluding US and UK local holidays.
"Business Hours" means between 1:00 am and 6:00 pm Pacific Time.
"Maintenance Schedule" means the schedule described at https://docs.looker.com/relnotes/hosted-maintenance-hours.