1. Generally. As part of Customer's
purchase of Google Cloud Platform Services, Google will
provide Basic (formerly Bronze) Support to Customer.
Customer may order additional TSS for an additional fee.
2. Basic Support. Customer
will receive automatic Services upgrades and Maintenance
updates, support for billing inquiries, and access to
documentation, white papers, online best practices guides,
and community forums.
3. Support Request Submission.
3.1. First Line
Support. Customer will provide first-level support
to Customer End Users. Google will provide second-level
support to Customer’s Designated Contacts only.
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, Customer may
submit a Request for TSS.
3.3. Characterization of Requests. Customer
designates P1-P4 priority upon submission of Requests.
Google will review Customer's priority designation and may
reclassify designations (a) that Google believes are
incorrect or (b) where Customer fails to maintain
continuous availability, as described in Section 3.4
(Procedures for Acknowledgement and Resolution of
Requests) through the resolution of a Request. Any such
determination made by Google is final and binding on
Customer. Any reclassification by Google of the Priority
designation pursuant to subsection (b) will be reversed
once Customer resumes continuous availability with Google
in accordance with Section 3.4 (Procedures for
Acknowledgement and Resolution of Requests).
3.4. Procedures for
Acknowledgement and Resolution of Requests. When
making a Request, Customer will provide all requested
diagnostic information and assist Google Support Personnel
as may be required to resolve a Request. Customer must
provide up-to-date contact information (i.e., phone or
email) to assist with data gathering, testing and applying
resolutions. In the case of P1 Requests, Customer must
maintain continuous availability until resolution of such
Requests. Upon resolution of a Request, Customer may
receive an optional survey to provide feedback to Google
on the support Request experience.
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.
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 the Services 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.
Applications. For clarity, Google has no obligation
under these Guidelines to: (a) write, build or improve any
software Applications, or write code to facilitate
Applications; (b) configure the Services for Customer; or
(c) design, build or review Customer infrastructure.
Availability Offerings. Google has no obligation to
provide TSS for Pre-GA Offerings, but will consider
Requests relating to Pre-GA Offerings on a case-by-case
4. Accessing Support.
Designated Contacts. Customer-designated support
admins may add Designated Contacts to its Account. Solely
with respect to Silver, Gold, and Platinum TSS, if
Customer wishes to change its Designated Contacts, it will
notify Google via the Google Support Tool at least five
Business Days prior to the change, as applicable.
4.2. Support Hours
and Target Initial Response Times. Google will
process Requests during the Hours of Operation and in
accordance with the applicable target initial response
times for each support level, unless otherwise indicated
in these Guidelines. Any Requests received outside of the
Hours of Operation will be logged and processed during the
next Business Day.
Compliance with Applicable Law. Google will not
provide TSS if prohibited from doing so by
5. 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 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 Services, Google will use
commercially reasonable efforts to provide advance notice
of such Maintenance. Maintenance notices noted above will
be provided via the Google Support Tool or via an email to
the Notification Email Address.
6. Language Support. All
support provided by Google pursuant to these Guidelines
will be provided in the English language except as
7. Support Data Processing
Activities. Google collects and processes
Support Data for the purpose of providing TSS under these
Guidelines and maintaining the Services.
8. Technical Account Management
(TAM). As part of the Platinum, Enterprise and
Premium Support offerings, Customer will receive access to
a named Technical Account Manager to: (a) assist Customer
in developing a strategy with respect to the
Services, (b) provide best practice guidance on
implementation and use of the Services, and (c)
manage technical support escalations and coordinate with
Google subject matter experts to address technical
inquiries related to the Services. Additional access to
Technical Account Management may be purchased, subject to
additional fees and terms.
9. Professional Services. In
addition to the support and maintenance services described
above, Google may provide limited advisory services to
Customer under these Guidelines in accordance with an
order form executed by Google and Customer and datasheets
associated with the services. Additional fees may apply.
Advisory services are recommendations only. Customer is
responsible for the results achieved when determining
whether to implement recommendations from Google. Google
may deliver recommendations to Customer in the form of a
working paper or report, which Customer may use, modify
and reproduce for its internal business purposes. Google
will not otherwise license any intellectual property to
Customer as part of the advisory services provided under
these Guidelines. Any other advisory, professional or
implementation services will be subject to the terms of a
separate agreement between Google and Customer.
10. Collaborative Support. In
recognition that Customer may deploy and use Services that
are offered in connection with or that rely upon a range
of third party hardware and software components and
computing platforms, resolving Requests may sometimes
require input from third party providers who have
qualified to participate in the Google Cloud Platform
collaborative support program (such providers,
"Collaborative Support Partners"). Google will, in its
reasonable determination, identify to Customer any
Requests that require the involvement of Collaborative
Support Partner(s). Google may include Collaborative
Support Partners in support communications with Customer,
subject to the following terms:
10.1. Customer may only
receive support from a Collaborative Support Partner if
Customer has a valid support agreement in place with that
Collaborative Support Partner. Neither these Guidelines
nor the Agreement grant to Customer any right to receive
support services from Collaborative Support Partners.
10.2. Google will include
Collaborative Support Partners in direct support
communications with Customer solely at Customer's
direction. Google Support Personnel will only reach out to
a Collaborative Support Partner after receiving Customer’s
10.3. When Customer consents
to include a Collaborative Support Partner in an ongoing
support case, Customer consents to Google providing that
Collaborative Support Partner with Support Data Google
reasonably deems relevant to the Request, including
Customer's name, contact information, and a description of
the Request. When Customer directs Google to engage a
Collaborative Support Partner, the Collaborative Support
Partner acts as an independent contractor of the Customer,
not Google. The Collaborative Support Partner, not Google,
is solely responsible for the processing and use of any
information, including Support Data, provided to that
Collaborative Support Partner in the course of providing
11. Resold Customer. A
customer (a “Resold Customer”) of a Google-authorized
unaffiliated Google Cloud Platform reseller (a “Reseller”)
may purchase Google-supplied technical support services
that are approved and enabled for resale through the
Reseller (“Resold TSS”), provided that:
11.1. the prices and fees for
Resold TSS, and the terms applicable to Resold Customer’s
use of Resold TSS, are agreed as between Resold Customer
and the Reseller;
11.2. any payment for Resold
TSS is made directly to Reseller under Resold Customer’s
applicable agreement with the Reseller; and
11.3. Google will not provide
Resold Customer any billing inquiry support on the
12. Chrome Support. If Customer purchases Enhanced
or Premium Support then Google Support Personnel will also
respond to Requests related to Chrome installation, Chrome
Core Functionality, Chrome’s security and administrative
policies, and Chrome’s interoperability with Services on
Supported Platforms 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 Chrome to resolve a technical issue, that code change
will be released in an upcoming release and will not
be ported back to an earlier version of Chrome.
13. Additional Definitions.
has the meaning given in the Agreement or, if not such
meaning is given, has the meaning given to “Customer
Application” in the Agreement.
13.2. "Business Day"
means any day during the Hours of Operation.
13.3. "Chrome" means
the Chrome web browser as released by Google for Supported
Platforms and available for download at the URL
or the installer provided at the URL
at another URL that Google may provide.
13.4. "Chrome Core
Functionality" means the features and functionality
in the latest released Chrome browser version, excluding
Google Chrome extensions, and Google Play.
13.5. "Customer End User" has the meaning given in
the Agreement or, if no such meaning is given, has the
meaning given to “End Users” in the Agreement.
"Designated Contacts" means administrators or
technical employees designated by Customer or Reseller (if
Customer is accessing TSS as a customer of a Reseller) who
are allowed to contact Google for technical support.
"Feature Request" means a Request by a Designated
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.
13.8. "Google Support
Tool" means the Admin Console or a support tool
located at a URL (as may be updated from time to time)
provided by Google.
13.9. "Google Support
Personnel" means the Google representatives
responsible for handling Requests.
13.10. "Hours of
Operation" means 17:00 on Sunday to 17:00 on Friday
Pacific Time Zone, except for holidays in local time for
each region documented in the Google Support Tool.
means maintenance work that is performed on hardware or
software delivering the Services.
Email Address" has the meaning given in the Cloud
Data Processing Addendum.
13.13. "P0" means
impact to operating environments that have been
provisioned to support Mission Critical Services.
13.14. "P1" means
Critical Impact – Service Unusable in Production.
13.15. "P2" means
High Impact – Service Use Severely Impaired.
13.16. "P3" means
Medium Impact – Service Use Partially Impaired.
13.17. "P4" means Low Impact
– Service Fully Usable.
means P0, P1, P2, P3 or P4 depending on the level of
impact a Request is having on Customer's operations and is
used to establish initial target response times.
13.19. "Request" means a request from a
Designated Contact to Google Support Personnel for
technical support to resolve a question or problem report
regarding the Services, Chrome, or Chrome Core
Functionality, as applicable.
has the meaning given to it in Section 11 (Resold
Customer) in the General Support Service Terms of these
Data" means account details and the information
that Customer provides to Google for the purpose of
obtaining TSS under these Guidelines, including requests
for support and the details provided to Google about the
specific support issue.
Role" means the level of support available to a
Designated Contact under Role-Based Support, as defined by
one of two tiers (Development or Production) and as
designated by Customer in accordance with Section 1
(Support Roles) of the Role-Based Support terms.
Platform" means an operating system and version
for which Chrome is released by Google. 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.
13.24. "Value Add
Services" means additional TSS available to
Customer for an additional fee.