1.1 Customer Efforts to Fix Errors.
Prior to making a request to Google, Customer will use
reasonable efforts to fix any error, bug, malfunction or
network connectivity defect without escalation to Google.
Thereafter, a Customer may submit a written request for
technical support through (a) the mechanism that Google
makes available for such purpose in the Services, or (b)
through email at
(such properly submitted request a “Request”).
1.2 Characterization of Requests.
Customer designates P1-P4 Priority upon submission of
Requests. Google will review Customer's Priority
designation and may change designations that Google
believes are incorrect. Google will inform Customer of
such change in its response to the support Request.
Google’s designation is final and binding on
1.3 Procedures for Acknowledgement and Resolution of
When making a Request, Customer will provide all
requested diagnostic information and assist Google as may
be required to resolve a Request.
1.4 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
1.5 Feature Requests.
If Google deems a Request to be a “Feature Request,”
Google will log such Request for consideration to add to a
future update or release of Chronicle SIEM and will
consider the matter closed. 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.
1.6 Pre-General Availability Offerings.
Although Google has no obligation to provide TSS for
alpha, beta, preview, or any similarly-designated or other
pre-general availability versions, features, or
functionality of Chronicle SIEM, Google will consider
Requests at these development stages on a case-by-case