1. Generally. As part of
Customer's purchase of Google Cloud Platform
Services, Google will provide Basic (formally
Bronze) Support to Customer. Customer may order
additional TSS for an additional fee.
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 on Customer.
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
3.5. 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.
3.6. 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.
3.7. Building Applications. For
clarity, Google has no obligation under these
Guidelines to: (a) write, build or improve any
software Applications, or write code to
facilitate Applications; (b) configure the
Services for Customer; or (c) design, build or
review Customer infrastructure.
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.
4.1. Setting 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.
4.2. Support Hours and Target Initial
Response Times. Google will process
Requests during the Hours of Operation and in
accordance with the applicable target initial
response times for each support level, 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.
Compliance with Applicable Law. Google
will not provide TSS if prohibited from
doing so by applicable law.
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 Email Address.
Support. 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 to: (a) assist
Customer in developing a strategy with respect
to the Services, (b) provide best practice
guidance on implemention 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. Additional access to
Technical Account Management may be purchased,
subject to additional fees and terms.
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
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 following terms:
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
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
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”),
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
11.2. any payment
for Resold TSS is made directly to Reseller
under Resold Customer’s applicable agreement
with the Reseller; and
11.3. Google will
not provide Resold Customer any billing inquiry
support on the Services.
12. Chrome Support. If Customer
purchases Enhanced or Premium Support then
Google Support Personnel will also respond to
Requests related to Chrome installation, Chrome
Core Functionality, Chrome’s security and
administrative policies, and Chrome’s
interoperability with Services on Supported
Platforms as set forth in these Guidelines.
Google may choose not to respond to Requests for
other Chrome related technical issues, such as
but not limited to, rendering problems for
specific web pages, technical issues related to
the underlying operating system, device driver
or printer problems. If Google makes a code
change to Chrome to resolve a technical issue,
that code change will be released in an
upcoming release and will not be ported back to
an earlier version of Chrome.
13. 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 the Agreement.
Day" means any day during the Hours of
"Chrome" means the Chrome web browser
as released by Google for Supported Platforms
and available for download at the URL
or the installer provided at the URL
at another URL that Google may provide.
13.4. "Chrome Core
Functionality" means the features and
functionality in the latest released Chrome
browser version, excluding Google Chrome
extensions, and Google Play.
13.5. "Customer End User" has the meaning
given in the Agreement or, if no such meaning is
given, has the meaning given to “End Users” in
"Designated 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 technical
"Feature 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
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
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 the Services.
"Notification Email Address" has the
meaning given in the Data Processing and
"P0" means impact to operating
environments that have been provisioned to
support Mission Critical Services.
"P1" means Critical Impact – Service
Unusable in Production.
"P2" means High Impact – Service Use
"P3" means Medium Impact – Service Use
13.17. "P4" 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.
13.19. "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, Chrome, or Chrome Core Functionality,
"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 support issue.
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
"Supported Platform" means an operating
system and version listed at
for which Chrome is released by Google. Google
may choose not to respond to issues with preview
versions of Chrome (also known as beta, dev, and
canary) or preview features. Chrome OS is not a
Supported Platform under these Guidelines;
dedicated Google technical support and hardware
service for Chrome OS is available under a
separate agreement. For clarity, Chrome Frame is
a separate product not covered under these
Add Services" means additional TSS
available to Customer for an additional fee.