Comprehensive Support Guide

Last modified: September 13, 2023

Apigee: The Apigee Support Services Guide at the following url: https://cloud.google.com/terms/tssg/apigee (the " Apigee Guide ") describes how Google will offer TSS to Customer for Apigee, except as outlined herein for Comprehensive Support. Capitalized terms used but not defined in this Comprehensive Support Guide have the meanings given to them in the Apigee Guide.

Apigee Edge: The Apigee Edge Technical Support Services Guidelines at the following url: https://cloud.google.com/terms/apigee-support (the " Apigee Edge Guide ") describes how Google will offer TSS to Customer for Apigee Edge, except as outlined herein for Comprehensive Support. Capitalized terms used but not defined in this Comprehensive Support Guide have the meanings given to them in the Apigee Edge Guide.

Looker (original): The Looker Support Services Guide for Looker (original) at the following url: https://cloud.google.com/terms/tssg/looker (the " Looker Guide ") describes how Google will offer TSS to Customer for Looker (original), except as outlined herein for Comprehensive Support. Capitalized terms used but not defined in this Comprehensive Support Guide have the meanings given to them in the Looker Guide.

Chronicle SIEM, Chronicle SOAR and Looker (Google Cloud core): Technical Support Services for Chronicle SIEM, Chronicle SOAR, and Looker (Google Cloud core) are provided by Google to Customer under the Google Technical Support Services Guidelines (the “Guidelines”), except as outlined herein for Comprehensive Support. Capitalized terms used but not defined in this Comprehensive Support Guide have the meanings given to them in the Guidelines.

Comprehensive Support

  1. Comprehensive Support. Customer may submit technical support Requests and billing inquiries.
  2. Covered Services. Google will only provide Comprehensive Support for the following Services: Chronicle SOAR, Chronicle SIEM, Looker (original), Looker (Google Cloud core), Apigee, and Apigee Edge (“Covered Service(s)”). Customer must maintain an active subscription for the corresponding Covered Service in order to receive Comprehensive Support.
  3. Language. Comprehensive Support will only be provided in English.
  4. Requests. All Requests must be submitted through the Google Support Tool. 
  5. Maintenance Notifications. All notices regarding maintenance will be provided via the Google Support Tool or via an email to the Notification Email Address.
  6. Target Initial Response Times for Comprehensive Support.
    Priority Target Initial Response Times during the Hours of Operation
    P1 N/A
    P2 1 Business Day
    P3 2 Business Days
    P4 2 Business Days
  7. Enrollment and Unenrollment of Comprehensive Support. Google will automatically enroll Customer in Comprehensive Support as part of Customer’s subscription to the Covered Services unless Customer is already enrolled in Standard, Enhanced, Premium Support or another paid support offering. Google will automatically unenroll Customer from Comprehensive Support if Customer no longer subscribes to the applicable Covered Service.
  8. Definitions.

8.1 “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.

8.2 "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.

8.3 "P1" means Critical Impact – Service Unusable in Production.

8.4 "P2" means High Impact – Service Use Severely Impaired.

8.5 "P3" means Medium Impact – Service Use Partially Impaired.

8.6 "P4" means Low Impact – Service Fully Usable.