April 1, 2021

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Looker Premium Support Services Guide

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Last modified: April 1, 2021

This is not the current version of this document and is provided for archival purposes.
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The Google Cloud Platform Technical Support Services Guidelines
(the "Guidelines") describe how Google
will offer TSS to Customer for Looker Services, except as outlined in this Looker Premium
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.

Google will offer Premium Support to Customer for Looker Services as detailed below:

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 looker.com/docs/supported-releases.

2. **Maintenance**

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.

3. **Designated Contacts**

**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 in
either English or Japanese languages.

5. **TAMs**

A Technical Account Manager for the Looker Services may be purchased, subject to additional
fees and terms. Please contact your account team for pricing details.

6. **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 term.

7. **Collaborative Support**

Collaborative Support is not available for the Looker Services.

8. **Definitions**

- 8.1 Google Support Personnel

- Google Support Personnel means the Google representatives responsible for handing Looker
Services Requests.

- 8.2 Maintenance

- Maintenance means maintenance work that is performed on hardware or software delivering
the Services.

9. **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 Services.

Except as otherwise noted, the content of this page is licensed under the Creative Commons Attribution 4.0 License, and code samples are licensed under the Apache 2.0 License. For details, see the Google Developers Site Policies. Java is a registered trademark of Oracle and/or its affiliates.

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