Apigee Technical Support Services Guidelines

Apigee Edge Technical Support Services Guidelines

The Apigee Edge Technical Support Services Guidelines (the “Guidelines”) describe how Google will offer TSS to Customer for the Apigee Edge service (listed at https://cloud.google.com/terms/services; the “Service”). Capitalized terms used but not defined in these Guidelines have the meanings given to them in Customer’s agreement with Google for the Service and related technical support (the “Agreement”). TSS for Apigee Edge will be provided under these Guidelines only for legacy customers who have not yet renewed Apigee Edge to have their support provided by the Google Cloud Platform Technical Support Services Guidelines as modified by the Apigee Support Services Guide (available at https://cloud.google.com/terms/apigee-support-services-guide).

Apigee Edge Technical Support Services Guidelines v1.2

1. Obtaining Support

1.1 Setting Named Customer Contacts

Customer will identify Named Customer Contacts that are knowledgeable about Customer’s operating environment and the operation of the Service. These Named Customer Contacts will serve as primary Support contacts between Customer and Google. Named Customer Contacts must have, at a minimum, initial basic product training and, as needed, supplemental training appropriate for specific role or implementation phase, migration, and /or specialized product usage.

1.2 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 Named Customer Contact may submit a Request through the Apigee Support Portal located at cloud.google.com/apigee/support.

1.3 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.

1.4 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.

1.5 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.

1.6 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 Service 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.

1.7 Building Applications

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

1.8 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 Service, Google will consider Requests at these development stages on a case-by-case basis.

2. Accessing Support

2.1 Named 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 Named Customer Contacts. If Customer wishes to change its Named Customer Contacts, it may do so by following these instructions.