1. Generally. As part
of Customer's purchase of GCP Services, Google
will provide Basic (formally Bronze) Support to
Customer. Customer may order additional TSS for an
Support. Customer will receive
automatic Services upgrades and Maintenance
updates, support for billing inquiries, and access
to documentation, white papers, online best
practices guides, and community forums.
3. Support Request
Line Support. Customer will provide
first-level support to Customer End Users. Google
will provide second-level support to Customer’s
Designated Contacts only.
3.2. 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, Customer may
submit a Request for TSS.
3.3. Characterization of Requests.
Customer designates P1-P4 priority upon submission
of Requests. Google will review Customer's
priority designation and may change designations
that Google believes are incorrect. Any such
determination made by Google is final and binding
3.4. 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.
Upon resolution of a Request, Customer may receive
an optional survey to provide feedback to Google
on the support Request experience.
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
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
3.7. Building Applications. For
clarity, Google has no obligation under these
Guidelines to: (i) write, build or improve any
software Applications, or write code to facilitate
Applications; (ii) configure the Services for
Customer; or (iii) design, build or review
3.8. Pre-General Availability
Offerings. Google has no obligation to
provide TSS for Pre-GA Offerings, but will
consider Requests relating to Pre-GA Offerings on
a case-by-case basis.
4. Accessing Support.
Designated Contacts. Customer-designated
support admins may add Designated Contacts to its
Account. Solely with respect to Silver, Gold, and
Platinum TSS, if Customer wishes to change its
Designated Contacts, it will notify Google via the
Google Support Tool at least five Business Days
prior to the change, as applicable.
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
5. 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 seven days' 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 Services, Google will use
commercially reasonable efforts to provide advance
notice of such Maintenance. Maintenance notices
noted above will be provided via the Google
Support Tool or via an email to the Notification
6. Language Support
Generally. All support provided by
Google pursuant to these Guidelines will be
provided in the English language except as
7. Support Data Processing
Activities. Google collects and
processes Support Data for the purpose of
providing TSS under these Guidelines and
maintaining the Services.
8. Technical Account Management
(TAM). As part of the Platinum,
Enterprise and Premium Support offerings, Customer
will receive access to a named Technical Account
Manager for 1 day per week. Additional access to
Technical Account Management may be purchased,
subject to additional fees and terms. 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. In addition to the
support and maintenance services described above,
Google may provide limited advisory services to
Customer under these Guidelines in accordance with
an order form executed by Google and Customer and
datasheets associated with the services.
Additional fees may apply. Advisory services are
recommendations only. Customer is responsible for
the results achieved when determining whether to
implement recommendations from Google. Google may
deliver recommendations to Customer in the form of
a working paper or report, which Customer may use,
modify and reproduce for its internal business
purposes. Google will not otherwise license any
intellectual property to Customer as part of the
advisory services provided under these Guidelines.
Any other advisory, professional or implementation
services will be subject to the terms of a
separate agreement between Google and Customer.
Support. In recognition that
Customer may deploy and use Services that are
offered in connection with or that rely upon a
range of third party hardware and software
components and computing platforms, resolving
Requests may sometimes require input from third
party providers who have qualified to participate
in the Google Cloud Platform collaborative support
program (such providers, "Collaborative Support
Partners"). Google will, in its reasonable
determination, identify to Customer any Requests
that require the involvement of Collaborative
Support Partner(s). Google may include
Collaborative Support Partners in support
communications with Customer, subject to the
10.1. Customer may
only receive support from a Collaborative Support
Partner if Customer has a valid support agreement
in place with that Collaborative Support Partner.
Neither these Guidelines nor the Agreement grant
to Customer any right to receive support services
from Collaborative Support Partners.
10.2. Google will
include Collaborative Support Partners in direct
support communications with Customer solely at
Customer's direction. Google Support Personnel
will only reach out to a Collaborative Support
Partner after receiving Customer’s consent.
10.3. When Customer
consents to include a Collaborative Support
Partner in an ongoing support case, Customer
consents to Google providing that Collaborative
Support Partner with Support Data Google
reasonably deems relevant to the Request,
including Customer's name, contact information,
and a description of the Request. When Customer
directs Google to engage a Collaborative Support
Partner, the Collaborative Support Partner acts as
an independent contractor of the Customer, not
Google. The Collaborative Support Partner, not
Google, is solely responsible for the processing
and use of any information, including Support
Data, provided to that Collaborative Support
Partner in the course of providing support
11. Resold Customer. A
customer (a “Resold Customer”) of a
Google-authorized unaffiliated Google Cloud
Platform reseller (a “Reseller”) may purchase
Google-supplied technical support services that
are approved and enabled for resale through the
Reseller (“Resold TSS”), provided that:
11.1. the prices and
fees for Resold TSS, and the terms applicable to
Resold Customer’s use of Resold TSS, are agreed as
between Resold Customer and the Reseller;
11.2. any payment for
Resold TSS is made directly to Reseller under
Resold Customer’s applicable agreement with the
11.3. Google will not
provide Resold Customer any billing inquiry
support on the Services.
12. Additional Definitions.
"Application" has the meaning given in
the Agreement or, if not such meaning is given,
has the meaning given to “Customer Application” in
Day" means any day during the Hours of
End User" has the meaning given in the
Agreement or, if no such meaning is given, has the
meaning given to “End Users” in the Agreement.
Contacts" means administrators or technical
employees designated by Customer or Reseller (if
Customer is accessing TSS as a customer of a
Reseller) who are allowed to contact Google for
Request" means a Request by a Designated
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.
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.
Support Personnel" means the Google
representatives responsible for handling Requests.
12.8. "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.
"Maintenance" means maintenance work that
is performed on hardware or software delivering
"Notification Email Address" has the
meaning given in the Data Processing and Security
means impact to operating environments that have
been provisioned to support Mission Critical
means Critical Impact – Service Unusable in
means High Impact – Service Use Severely Impaired.
means Medium Impact – Service Use Partially
means Low Impact – Service Fully Usable.
"Priority" means P0, P1, P2, P3 or P4
depending on the level of impact a Request is
having on Customer's operations and is used to
establish initial target response times.
"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.
"Reseller" has the meaning given to it in
Section 11 (Resold Customer) in the General
Support Service Terms of these Guidelines.
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
Role" means the level of support available
to a Designated Contact under Role-Based Support,
as defined by one of two tiers (Development or
Production) and as designated by Customer in
accordance with Section 1 (Support Roles) of the
Role-Based Support terms.
12.21. "Value Add
Services" means additional TSS available to
Customer for an additional fee.