1. Services Updates
1.1 New Releases.
Google will notify Customer of new Looker Services releases if and when they are
made available. Releases may include Looker Services version updates, feature
releases, and patches.
1.2 End of Life Policy.
Google provides active support to the most recent minor release (e.g. 6.4), the
previous two minor releases (e.g. 6.2, 6.0) and the most recent Extended Support
Release. Beyond these releases, Google considers versions End-of-Life (EOL) as
designated by the Officially Supported Releases at
To ensure optimal performance of the Services, Looker performs periodic
Maintenance. In most cases, Maintenance will have limited or no negative impact on
the availability and functionality of the Services. If Looker expects planned
Maintenance to negatively affect the availability or functionality of the
Services, Looker will use commercially reasonable efforts to provide advance
notice of the Maintenance. In addition, Looker may perform emergency unscheduled
Maintenance at any time. If Looker expects such emergency unscheduled Maintenance
to negatively affect the availability or functionality of the Services, Looker
will use commercially reasonable efforts to provide advance notice of such
Maintenance. Maintenance notices noted above will be provided via an email to the
Notification Email Address.
For the Looker Services, "Designated Contacts" means
individuals who have been designated as administrators or technical employees with
access to the Admin Console or individuals who have been assigned to Admin or
Developer roles within the Looker Services.
4. Language Support
The parties agree that all support provided by Google for the Looker Services
will be provided 24x7 in English or in Japanese languages during Japan Business
5. Enrollment and Unenrollment
If Customer is an existing Google Cloud Premium Support customer, instead of the
1-year Fee commitment, Customer's term for the Looker Premium Support Services
will be pro-rated to co-terminate with Customer's Google Cloud Premium Support
6. Collaborative Support
Collaborative Support is not available for the Looker Services.
7.1 Google Support Personnel
Google Support Personnel means the Google representatives responsible for handing
Looker Services Requests.
7.2 Japan Business Hours
Japan Business Hours means 9:00 AM - 5:00 PM, Monday-Friday, Japan Standard Time
Maintenance means maintenance work that is performed on hardware or software
delivering the Services.
8. Additional Terms
For the avoidance of doubt, Google has no obligation to provide TSS for any
Looker Service that is an Alpha or Beta version, feature, or functionality of the