Comprehensive Support Guide

Apigee: The Apigee Support Services Guide at https://cloud.google.com/terms/tssg/apigee (the "Apigee Support Services Guide") describes how Google will offer TSS to Customer for Apigee and 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 Guide.

Apigee Edge**: The Apigee Edge Technical Support Services Guidelines at https://cloud.google.com/terms/apigee-support (the "Apigee Edge Guide") describe 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 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.

Looker (Google Cloud core): TSS for 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.

Chronicle SIEM, Chronicle SOAR and Mandiant Solutions: SecOps Services Technical Support Services Guidelines at https://cloud.google.com/terms/secops/tssg describe how Google will offer TSS to Customer for Chronicle SIEM, Chronicle SOAR and Mandiant Solutions (purchased after February 14, 2024) (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.

**The Apigee Edge Guide only applies to legacy Apigee Edge customers who have not yet renewed Apigee Edge to have their support provided by the TSS Guidelines (as modified by the Apigee Support Services Guide).

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, Mandiant Solutions (purchased after February 14, 2024), 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

Priority

Target Initial Response Times during the Hours of Operation

N/A

1 Business Day

2 Business Days

7. Enrollment and Unenrollment of Comprehensive Support. Customer may enroll 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.

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.

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