Google Cloud Platform Services: Technical Support Services Guidelines

The following technical support services guidelines ("Guidelines") apply to agreements where Google provides Google Cloud Platform (as described at https://cloud.google.com/terms/services) and related technical support to Customer (as amended from time to time, the "Agreement"). Capitalized terms used but not defined in these Guidelines have the meanings given to them in the Agreement.

Please note that Technical Support Services Guidelines Version 1.2 will apply to Customer's use of Bronze, Silver, Gold, or Platinum Support; Technical Support Services Guidelines Version 2.0 will solely govern Customer's use of either Role-Based Support or Enterprise Support, as described below. Both versions are provided below. By accepting these terms, you agree to both versions.

If the Customer is accessing Enterprise Support as a customer of a Google Cloud Platform reseller, then:

(1) the following provisions do not apply to the Customer's access to Enterprise Support: (i) the final sentence of Section 1.1; (ii) Section 1.2; (iii) Section 4; (iv) Section 5.1(b); and (v) the second and third sentences of Section 5.2;
(2) all references to the term "Role-Based Support" or specific Support Roles will not apply; and
(3) the last two sentences of Section 3.1 are amended and restated as follows: "Google may provide any notice to Partner designated support admins under this Section: (a) by sending an email to the Notification Email Address, or (b) through the Admin Console. In this Section 3.1, "Notification Email Address" has the meaning given in the Agreement or, if no such meaning is given, means the email address(es) designated by Partner in the Admin Console, or in the Order Form or Ordering Document (as applicable), to receive certain notifications from Google."

Regardless of any other statement in the Agreement or these Guidelines, Google does not offer TSS to Customer for Cloud Identity or Orbitera features (including those listed in the Google Cloud Platform Services Summary), for which Google will instead provide Customer, as applicable: (a) support for Cloud Identity in accordance with the Service Specific Terms and (b) Orbitera Support for any Orbitera features. Google offers TSS to Customer for Firebase services, except as described in the Firebase Technical Support Services Guide (available at https://cloud.google.com/terms/tssg/firebase/)

Technical Support Services Guidelines v1.2

Last modified: April 18, 2019

1. Support Request Submission

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 Contact may submit a written request for technical support through the Google for Work Support Center.

1.2 Characterization of Requests

Customer designates priority upon submission of Requests. Upon receiving a request, Google will determine whether the request is a "Service Unusable," "Standard Request" or a "Feature Request." Any such determination made by Google is final and binding on Customer. Google reserves the right to change Customer's priority designation if Google believes that Customer's designation is incorrect and will inform Customer of any such change in its response to the support Request. Customer may appeal any such reclassification to Google's Support management for review through any available support channel.

1.3 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.

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 all, Requests.

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 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.

1.6 Building Applications

For clarity, Google will not have any obligation to write or build any Applications or write code to facilitate Applications.

1.7 Alpha and Beta

Although Google has no obligation to provide TSS for Alpha or Beta versions, features, or functionality of the Services, we will consider Requests at these development stages on a case-by-case basis.

2. Accessing Support

2.1 Designated Support Contacts

Customer will provide first-level support to Customer End Users. Google will provide second-level support to Customer only. If Customer wishes to change its Designated Contacts, it will notify Google via the Google for Work Support Center at least 5 Business Days prior to the change. If on the date these updated Guidelines were first posted Customer has more Designated Contacts than are set forth under the applicable Support level under Section 4 below, the current Contacts will continue to be allowed until the expiration of the current license term for the applicable Services under the Agreement.

2.2 Support Hours and Target Initial Response Times

Google will process Requests during the Hours of Operation, 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. Target initial response times are based on the subscribed support level.

3. General Provisions

3.1 Maintenance

3.2 Language Support Generally

The parties agree that all support provided by Google pursuant to these Guidelines will be provided in the English language except as set forth in Section 3.3 (Expanded Japanese Language Support) and Section 3.4 (Expanded Korean and Chinese Language Support).

3.3 Expanded Japanese Language Support

Customers with Gold or Platinum support level may make Requests in the Japanese language. Such Requests will be handled as described in Section 4 (with Hours of Operation being Business Hours in Japan), except that P1 Requests from Customers with Gold level support will only be supported during Business Hours in Japan. Any Japanese language Requests for which 24 x 7 support is not offered and that are received outside the Business Hours in Japan will be logged and processed during the next Business Day during Business Hours in Japan, unless Customer agrees to communicate in English.

Billing support in the Japanese language will be available as follows: (i) for Platinum support level Customers, as described in Section 4 and (ii) for all other Customers, during Business Hours in Japan.

3.4 Expanded Korean and Mandarin Language Support

Customers with Gold or Platinum support level may make Requests in the Korean or Mandarin language only during Business Hours in Korea or China, as applicable. Any Korean or Mandarin language Requests received outside Business Hours will be logged and processed during the next Business Day during Business Hours, unless Customer agrees to communicate in English.

Billing support in the Korean or Mandarin language will be available for all Customers during only Business Hours.

3.5 Support Data Processing Activities

Google collects and processes Support Data for the purpose of providing TSS under these Guidelines and maintaining the Services.

4. Support Levels

4.1 Bronze

The Bronze support level includes the following, and Google will provide it to all customers under the Agreement: automatic Services upgrades and maintenance updates, support for billing inquiries, access to documentation, white papers, online best practices guides, and community forums.

4.2 Silver

The Silver support level includes all the items in the Bronze level plus the following: support requests accepted via the Google for Work Support Center for questions about Services functionality, best practice guidance on how to architect with the Services, and Services errors reports, as well as up to 2 Designated Contacts. P1 Priority support Requests are responded to with a target initial response time of 4 hours and are responded to during Hours of Operation. P2, P3 & P4 Priority support Requests are responded to with an initial target response time of 8 hours and are responded to during the Hours of Operation.

4.3 Gold

The Gold support level includes all the items in the Silver level plus the following: 24x7 phone support, consultation on application development, and specific guidance on how to architect with the Services for Customer's proposed use case, as well as up to 5 Designated Contacts. P1 Priority support Requests are responded to with a target initial response time of 1 hour and are responded to 24 x 7. P2 Priority support Requests are responded to with an initial target response time of 4 hours and are responded to during the Hours of Operation. P3 & P4 Priority support Requests are responded to with an initial target response time of 8 hours and are responded to during the Hours of Operation.

4.4 Platinum

The Platinum support level includes all the items in the Gold level plus the following: Unlimited Designated Contacts. P1 Priority support Requests are responded to with a target initial response time of fifteen minutes and are responded to 24 x 7. P2 Priority support Requests are responded to with a target initial response time of 4 hours and are responded to 24 x 7. P3 & P4 Priority support Requests are responded to with an initial target response time of 8 hours and are responded to during the Hours of Operation. The Platinum support level includes access to Google's technical account management team described in Section 4.5 below.

4.5 Technical Account Management (additional fees may apply)

Customer will receive access to Google's technical account management team to: (a) assist with Customer in developing a cloud strategy with respect to the Services, (b) provide best practice advice regarding 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.

4.6 Professional Services

Depending upon the type, scope and/or duration of any professional services (e.g., implementation, configuration, data migration, or other forms of technical assistance) to be rendered, additional terms and conditions may apply.

5. Definitions

5.1 Business Day

Business Day means any day during the Hours of Operation.

5.2 Business Hours

(a) Business Hours in China means 09:00 to 17:00 on Monday to Friday China Standard Time.
(b) Business Hours in Japan means 09:00 to 17:00 on Monday to Friday Japan Standard Time.
(c) Business Hours in Korea means 09:00 to 17:00 on Monday to Friday Korean Standard Time.

5.3 Designated Contacts

Designated Contacts means administrators or technical employees designated by Customer who are allowed to contact Google for technical support.

5.4 Feature Request

Feature Request means a Request by a 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.

5.5 Google for Work Support Center

Google for Work Support Center means the support center currently located at https://enterprise.google.com/supportcenter/ (or such other URL that may be provided by Google).

5.6 Google Support Personnel

Google Support Personnel mean the Google representatives responsible for handling technical support requests.

5.7 Hours of Operation

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 for Work Support Center.

5.8 Maintenance

Maintenance means maintenance work that is performed on hardware or software delivering the Services.

5.9 P1

P1 means Critical Impact – Service Unusable in Production.

5.10 P2

P2 means High Impact – Service Use Severely Impaired.

5.11 P3

P3 means Medium Impact – Service Use Partially Impaired.

5.12 P4

P4 means Low Impact – Service Fully Usable.

5.13 Priority

Priority means the level of impact a Request is having on Customer's operations and is used to establish initial target response times.

5.14 Request

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.

5.15 Service Unusable

Service Unusable is any situation where Customer, adhering to published technical guidelines for and documented correct usage of the Services, is unable to access or use the Services for the majority of its Customer End Users for a period of time greater than fifteen (15) minutes.

5.16 Standard Request

Standard Request means a Request made by Customer to Google that is not a Service Unusable Request or Feature Request.

5.17 Support Data

Support 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.

Technical Support Services Guidelines v2.0

Last modified: April 18, 2019

1. Obtaining Support

1.1 Setting Designated Contacts

Customer-designated support admins may add Designated Contacts to its Account by accessing the "Support Menu" in the Admin Console. At such time, Customer's support admin must designate the Support Role for each of its Designated Contacts. When enrolled in Role-Based Support, Customer will pay the Fees for each of its Designated Contact's Support Roles in accordance with the pricing at https://cloud.google.com/support/role-based.

1.2 Upgrading/Downgrading Support Roles in Role-Based Support

All Support Roles require a minimum 30-day Fee commitment.

a. Upgrades. Customer may designate or upgrade a Support Role for a Designated Contact at any time. When Customer designates or upgrades any Support Role for a Designated Contact, any applicable Fees will be pro-rated in that month, and will automatically renew at the beginning of the following month. Customer may upgrade a Support Role for a Designated Contact at any time. Any applicable Fees for such upgraded Support Role will be calculated at the upgraded rate beginning on the day that the upgrade is processed.

b. Downgrades. Customer may downgrade or remove a Support Role for a Designated Contact at any time. Such downgrade or removal will take effect, and any applicable Fees for such downgraded or removed Support Role will be calculated at the downgraded amount, from the later of (i) the date of such downgrade or removal, and (ii) 30 days after the Support Role for the Designated Contact was last changed, and the applicable Fees will automatically renew at the beginning of the month following such downgrade or removal.

1.3 Customer Efforts to Fix Errors; Support Request Submission

Before making a Request to Google, Customer will use reasonable efforts to fix any error, bug, malfunction, or network connectivity defect without escalation to Google. Following such attempts, a Designated Contact may submit a Request through the Admin Console

1.4 Priority Designations

Customer designates P1 - P4 Priority on 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 Customer.

1.5 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.

1.6 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 all, Requests.

1.7 Feature Requests

If Google deems a Request to be a Feature Request, Google will log the Request for consideration to add to a future update or release of the Services and will consider the matter closed. Google has no obligation to respond to or resolve any Feature Request or to include any Feature Request in any future update or release.

1.8 Building Applications

Google has no obligation to write or build any Applications or write code to facilitate Applications.

1.9 Early Access, Alpha, and Beta

Although Google has no obligation to provide TSS for Early Access, Alpha or Beta versions, features, or functionality of the Services, Google will consider Requests at these development stages on a case-by-case basis.

2. Accessing Support

2.1 Designated Contacts

Customer will provide first-level support to Customer End Users; Google will not provide support to Customer End Users. Google will provide second-level support to Customer only through Customer's Designated Contacts and Technical Account Manager (if applicable). If Customer wishes to change its Designated Contacts, it may do so using the "Support Menu" in the Admin Console.

2.2 Support Hours and Target Initial Response Times

Google will process Requests during the Hours of Operation, unless otherwise indicated in these Guidelines. Any Requests received outside the Hours of Operation will be logged and processed during the next Business Day. Target initial response times are based on the Designated Contact's Support Role, and whether Customer is enrolled in Enterprise Support, as described in Sections 4 (Support Roles) and 5.1 (Enterprise Support; Offering).

3. General Provisions

3.1 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 7 days' advance notice of the Maintenance. In addition, Google may perform emergency unscheduled Maintenance at any time. If Google expects 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. Google may provide any notice to Customer under this Section: (a) by sending an email to the Notification Email Address, or (b) through the Admin Console. In this Section 3.1, "Notification Email Address" has the meaning given in the Agreement or, if no such meaning is given, means the email address(es) designated by Customer in the Admin Console, or in the Order Form or Ordering Document (as applicable), to receive certain notifications from Google.

3.2 Language Support Generally

Google will provide all support under these Guidelines in the English language except as described in Section 3.3 (Expanded Japanese Language Support for Production Support Role and Enterprise Support) and Section 3.4 (Expanded Korean and Chinese Language Support for Production Support Role and Enterprise Support).

3.3 Expanded Japanese Language Support for Production Support Role and Enterprise Support

Designated Contacts with the Production Support Role and Customers with Enterprise Support may make Requests in the Japanese language. Such Requests will be handled as described in Sections 4 and 5 (with Hours of Operation being Business Hours in Japan), except that P1 Requests from Designated Contacts with the Production Support Role will only be supported during Business Hours in Japan. Any Japanese language Requests for which 24 x 7 support is not offered and that are received outside the Business Hours in Japan will be logged and processed during the next Business Day during Business Hours in Japan, unless Customer agrees to communicate in English.

Billing support in the Japanese language will be available as follows: (i) for Customers with Enterprise Support, as described in Section 5 and (ii) for all other Customers, during Business Hours in Japan.

3.4 Expanded Korean and Mandarin Language Support for Production Support Role and Enterprise Support

Designated Contacts with the Production Support Role and Customers with Enterprise Support may make Requests in the Korean or Mandarin languages only during Business Hours in Korea or China, as applicable. Any Korean or Mandarin language Requests received outside Business Hours will be logged and processed during the next Business Day during Business Hours in the applicable country, unless Customer agrees to communicate in English.

Billing support in the Korean or Mandarin language will be available for all Customers only during Business Hours.

3.5 Support Data Processing Activities

Google collects and processes Support Data for the purpose of providing TSS under these Guidelines and maintaining the Services.

4. Support Roles

Google will provide Customer with technical support through its Designated Contacts, according to their designated Support Role as follows:

4.1 Basic

The Basic Support Role includes the following: automatic Services upgrades and Maintenance updates, support for billing inquiries and access to documentation, white papers, online best practices guides, and community forums.

4.2 Development

The Development Support Role includes all the items in the Basic Support Role plus the following:

(a) Requests are accepted through the Admin Console for questions about Services functionality, best practices guidance on how to architect with the Services, and Services errors reports.
(b) Google will respond to P2 Requests with a target initial response time of 4 hours during Hours of Operation (the Development Support Role cannot submit P1 Requests).
(c) Google will respond to P3 and P4 Requests with an initial target response time of 8 hours during the Hours of Operation.

4.3 Production

The Production Support Role includes all the items in the Development Support Role plus the following:

(a) 24 x 7 phone support and limited guidance on how to architect with the Services for Customer's proposed use case.
(b) Google will respond to P1 Priority support Requests with a target initial response time of 1 hour 24 x 7.
(c) Google will respond to P2 Requests with an initial target response time of 4 hours during the Hours of Operation.
(d) Google will respond to P3 and P4 support Requests with an initial target response time of 8 hours during the Hours of Operation.

5. Enterprise Support

5.1 Offering

(a) The Enterprise Support offering includes unlimited Designated Contacts, each with Customer's chosen Support Role. The "Business Critical" level of support is only available to Customers who have enrolled in Enterprise Support.
(b) Customer may purchase the Enterprise Support offering by executing an Order Form with Google (see https://www.google.com/cloud/tam/ for more information).
(c) If enrolled in the Enterprise Support program, Customer may assign the "Business Critical" role to each of its unlimited Designated Contacts. For Designated Contacts with the "Business Critical" role:

(1) Google will respond to P1 Requests with a target initial response time of fifteen minutes 24 x 7;
(2) Google will respond to P2 Requests with a target initial response time of 4 hours 24 x 7;
(3) Google will respond to P3 and P4 Requests with an initial target response time of 8 hours during the Hours of Operation.

(d) The Enterprise Support offering includes support from Google's technical account management team ("Technical Account Management"), as described in Section 5.2 (Enrollment and Unenrollment).

5.2 Enrollment and Unenrollment

The Enterprise Support program requires a minimum 1 year Fee commitment. When Customer enrolls in Enterprise Support, any applicable Fees will be pro-rated in that month and then continue to apply during each month in the 1-year commitment period. Customer may unenroll from the Enterprise Support program at any time by notifying Google in writing and any such unenrollment will take effect, and applicable Fees for Customer's downgraded Support Role(s) will be calculated at the downgraded amount, from the later of (i) the date of such unenrollment, and (ii) the business day following the 1-year anniversary of Custome's enrollment in Enterprise Support. If Customer is an existing Platinum Support customer, instead of the 1-year Fee commitment during Customer's current term, the terms of Customer's current Platinum Support Order Form will govern its use of Enterprise Support until the expiration of such Order Form.

5.3 Technical Account Management

As part of the Enterprise Support offering, Customer will receive access to a dedicated Technical Account Manager for 1 day per work week. Additional access to Technical Account Management may be purchased, subject to additional fees and terms. Please contact your account team for pricing details. Technical Account Management includes: (a) assistance in developing a cloud strategy with respect to the Services, (b) best practices guidance on implementing and using the Services, and (c) management of technical support escalations and coordination with Google subject matter experts to address technical inquiries related to the Services.

6. Professional Services

Depending on the type, scope, and duration of any professional services requested (e.g., implementation, configuration, data migration, or other forms of technical assistance), additional fees and terms may apply.

7. Definitions

7.1 24 x 7

24 x 7 means twenty-four hours a day, seven days a week.

7.2 Business Day

Business Day means any day during the Hours of Operation.

7.3 Business Hours

(a) Business Hours in China means 09:00 to 17:00 on Monday to Friday China Standard Time.
(b) Business Hours in Japan means 09:00 to 17:00 on Monday to Friday Japan Standard Time.
(c) Business Hours in Korea means 09:00 to 17:00 on Monday to Friday Korean Standard Time.

7.4 Designated Contacts

Designated Contacts means individual Admin Console users who are designated by Customer as administrators or technical employees and who are allowed to contact Google for technical support.

7.5 Enterprise Support

Enterprise Support means the technical support offering described in Section 5.

7.6 Feature Request

Feature Request means a Request to incorporate a new feature or enhance an existing feature of the Services that is currently not available as part of the existing Services.

7.7 Google Support Personnel

Google Support Personnel means the Google representatives responsible for handling Requests.

7.8 Hours of Operation

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 Admin Console.

7.9 Maintenance

Maintenance means maintenance work that is performed on hardware or software delivering the Services.

7.10 P1

P1 means Critical Impact – Service Unusable in Production.

7.11 P2

P2 means High Impact – Service Use Severely Impaired.

7.12 P3

P3 means Medium Impact – Service Use Partially Impaired.

7.13 P4

P4 means Low Impact – Service Fully Usable.

7.14 Priority

Priority means the level of impact a Request is having on Customer's operations and is used to establish initial target response times. Priority is established on a scale of P1 through P4.

7.15 Request

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.

7.16 Role-Based Support

Role-Based Support means Google's technical support offering enabling Customer to choose the number of Designated Contacts who are allowed to contact Google for technical support and the type of Support Role that best corresponds to each contact, as described in these Guidelines.

7.17 Support Data

7.18 Support Role

Support Role means the level of support available to a Designated Contact under Role-Based Support, as defined by one of three tiers (Basic, Development, Production) and as designated by Customer in accordance with Section 1 (Obtaining Support).