Home
Stay organized with collections
Save and categorize content based on your preferences.
Google Maps Platform
Technical Support Services Guidelines
Last modified: April 04, 2022
This is not the current version of this document
and is provided for archival purposes.
View the current version
These Technical Support Services Guidelines ("TSS
Guidelines") apply to support services for the following
Services:
- Google Maps Core Services
and are governed by the terms and conditions entered into
between Google and Customer ("Agreement"). Capitalized
terms not defined herein have the same meaning set forth
in the applicable Agreement. If the Agreement is the
Google Cloud & Google Education Partner Reseller
Agreement, then "Reseller" will apply to instances of
"Customer" in these TSS Guidelines.
- Support Request Submission
1.1 Customer Efforts to Fix Issues. Prior to making
a Request, Customer will use reasonable efforts to resolve
any error, bug, malfunction or network connectivity defect
without escalation to Google. Thereafter, a Designated
Contact may submit a written request for technical support
services through the Support Site.
1.2 Characterization of Requests. Customers determine
issue Severity upon Request submission. Upon receiving a
Request from a Designated Contact, Google will confirm
whether the Request is a "Service Unusable," "Standard
Request" or a "Feature Request". Any such determination
made by Google is final and binding on Customer. Google
reserves the right to change Customer's Severity
designation, if Google believes that Customer's Severity
designation is incorrect, and will inform Customer of any
such change. Customer may appeal any such reclassification
to Google's Support Personnel as provided in the Support
Site.
1.3 Procedures for Acknowledgement and Request
Resolution. When making a Request, Designated Contacts
will provide requested diagnostic information including,
but not limited to: (i) Google product identifiers such
as: project number, project ID, or billing account ID;
(ii) description of the issue, including any error
messages; (iii) description of Customer’s efforts to
resolve the issue (see Section 1.1) prior to contacting
Google; (iv) Customer's software version, serial, and/or
order numbers, when available; (v) Customer’s machine,
network, and/or hardware specifications and configuration,
when relevant. Designated Contacts commit to further
communication via email or telephone to answer questions
and assist Google Support Personnel as needed. If
Designated Contacts do not provide timely communication
the Request will be considered resolved.
1.4 Request Acknowledgement. Google may respond to a
Request by acknowledging the Request’s receipt. Customer
agrees that Google may be unable to provide answers to, or
resolve, all Requests.
1.5 Feature Requests. If Google deems a Request to be a
Feature Request, Google will log such Request for
consideration and will consider the Request resolved.
Google is under no obligation to respond to or enact any
Feature Request or to include any such Feature Request in
any future update or release.
1.6 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.
1.7 Errors in Data. Google will use commercially
reasonable efforts to update its Maps Content as
requested by Customers.
1.8 Supported Versions. Unless otherwise specified in