April 11, 2023

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Google Maps Platform

Technical Support Services Guidelines

Last modified: April 11, 2023

This is not the current version of this document and is provided for archival purposes. View the current version

These technical support services guidelines (“Guidelines”) are incorporated into the agreement under which Google has agreed to provide Google Maps Platform and related technical support to Customer (the “Agreement”). Capitalized terms used but not defined in the Guidelines have the meanings given to them in the Agreement.

1. **Generally. **As part of Customer's purchase of Google Maps Platform Services, Google will provide Standard Support to Customer. Customer may order additional Technical Support Services (“TSS”) for an additional fee.

2. Support Request Submission.

   • 2.1. Customer Efforts to Fix Issues. 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.

   • 2.2. Characterization of Requests. Customer designates P1-P4 priority upon submission of Requests. Google will review Customer's priority designation and may reclassify designations that Google believes are incorrect. Any such determination made by Google is final and binding on Customer.

   • 2.3. Procedures for Acknowledgement and Request Resolution. When making a Request, Customer will provide all requested diagnostic information and assist Google Support Personnel as may be required to resolve a Request. Customer must provide up-to-date contact information (i.e., phone or email) to assist with data gathering, testing, and applying resolutions. Upon resolution of a Request, Customer may receive an optional survey to provide feedback to Google on the support Request experience.

   • 2.4. 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.

   • 2.5. 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.

   • 2.6. Unsupported Implementations. Google reserves the sole right to determine whether to provide support for Requests regarding implementations that do not adhere to the documented and supported Service configurations.

   • 2.7. Errors in Data. Google will use commercially reasonable efforts to update its Maps Content as requested by Customers.

   • 2.8. Pre-General Availability Offerings. Google has no obligation to provide TSS for

Pre-General Availability Offerings, but will consider Requests relating to Pre-General Availability Offerings on a case-by-case basis.

3.** Accessing Support.**

• 3.1. Setting Designated Contacts. Customer-designated support admins may add Designated Contacts to its Account.

• 3.2. Accessing Google Support. Requests must be submitted to Google via the Google Support Tool. Information about contacting Google Support is available