The Google Cloud Platform Technical Support Services Guidelines at the following url: https://cloud.google.com/terms/tssg (the "Guidelines") describe how Google will offer TSS (as defined below) to Customer for Looker (original) Services, except as outlined in this Looker Support Services Guide (the "Guide"), which is incorporated into the Guidelines. Capitalized terms used but not defined in this Guide have the meanings given to them in the Guidelines. “Looker (original) Services” means the Looker software and services provided by Google to Customer, but excluding Professional Services, Looker Studio and Looker (Google Cloud core).
1.1 New Releases.
Google will notify Customer of new releases of the Looker (original) Services if and when they are made available. Releases may include version updates to the Looker (original) Services, feature releases, and patches. The Documentation has additional information about releases, including at the following url https://docs.looker.com/relnotes/intro.
1.2 End of Life Policy.
Google provides TSS for the most recent minor release (e.g. 20.4), the previous two minor releases (e.g. 20.2, 20.0) and the most recent extended support release (as described in the Documentation, including at the following url https://docs.looker.com/relnotes/esr-overview). Google publishes the full list of TSS-supported releases in the Documentation at the following url looker.com/docs/supported-releases. This list changes with each release of the Looker Platform Services.
To ensure optimal performance of the Looker (original) 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 Looker (original) Services, Google will use commercially reasonable efforts to provide 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 Looker (original) Services, Google 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.
The parties agree that all support provided by Google for the Looker (original) Services will be provided in English or in Japanese at the hours set forth for these languages at the following URL: https://cloud.google.com/support/docs/language-working-hours.
Collaborative Support is not available for the Looker (original) Services.
5.1 Documentation
Documentation means the Google user guides and manuals (as may be updated from time to time) in the form generally made available by Google to its customers for internal use with the Looker (original) Services.
5.2 Google Support Personnel
Google Support Personnel means the Google representatives responsible for handling services requests for the Looker (original) Services.
5.3 Maintenance
Maintenance means maintenance work performed on hardware or software delivering the Looker (original) Services.
5.4 Notification Email Address
Notification Email Address means the email address(es) designated by Customer in the Admin Console, or if none exists, the applicable Order Form.
5.5 TSS
TSS means the technical support services provided by Google to Customer under the then-current Guidelines, as amended by this Guide.
For the avoidance of doubt, Google has no obligation to provide TSS for any Looker (original) Service that is an Alpha or Beta version, feature, or functionality of the Looker (original) Services.
Google will provide Standard, Enhanced, Premium, or Comprehensive Support (as applicable) to Customer for the Looker (original) Services as detailed below:
If Customer is or becomes a Google Cloud Standard Support customer, Customer’s purchased support package will automatically include the Looker (original) Services as a component of Customer’s support fees. The aggregate fee for Standard Support will be charged and invoiced separately as part of the variable fee calculation applicable to Customer’s Standard Support Services.
If Customer is or becomes a Google Cloud Enhanced Support customer, Customer’s purchased support package will automatically include the Looker (original) Services as a component of Customer's support fees. This aggregate fee for Enhanced Support will be charged and invoiced separately as part of the variable fee calculation applicable to Customer’s Enhanced Support Services.
If Customer is or becomes a Google Cloud Premium Support customer, Customer’s purchased support package will automatically include the Looker (original) Services as a component of Customer’s support fees. This aggregate fee for Premium Support will be charged and invoiced separately as part of the variable fee calculation applicable to Customer’s Premium Support Services.
Google will provide Comprehensive Support as described at https://cloud.google.com/terms/tssg/comprehensive
