April 4, 2022

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# 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.

1. 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
writing by Google, (i) Google will support the current
version and one immediately previous version  of the
Services (designated "General Availability"), and (ii)
Google will only support the most recent official version
of these products for Android and other mobile software.
Where applicable, Customer’s hardware must meet all system
requirements for the Services as documented.

1.9 Support for Pre-GA Offerings. Although Google has no
obligation to provide support for
Pre-GA versions,
features, or functionality of the Services, we will
consider Requests at these development stages on a
case-by-case basis.

2. Accessing Support

2.1 Accessing Google Support. Requests must be
submitted to Google via the Support Site.
 Information about contacting Google Support is
available at
https://developers.google.com/maps/support/contact-support.

2.2 Designated Support Contacts. Google will provide
second-level support to Designated Contacts only. Customer
may edit the Designated Contact(s) information in the
Support Site.

2.3 Support Hours. Google will process Requests during
the Hours of Operation, unless otherwise indicated here.
Any Requests received outside of the Hours of Operation
will be logged and processed during the following Hours of
Operations. Hours of Operation are subject to change by
Google.

2.4 Target Initial Response Times. Google will make
commercially reasonable efforts to respond to Requests
during the Hours of Operation:

(a) Service Unusable First Response (S1) - 1 hour;

(b) Standard Request First Response (S2, S3, S4) - 24
hours;

(c) Feature Request First Response - 24 hours.

2.5 Compliance with Applicable Law. Google will not
provide technical support services if prohibited from
doing so by applicable law.

3. General Provisions

3.1 Maintenance. If Google expects planned
Maintenance to negatively affect Services availability or
functionality, Google will use commercially reasonable
efforts to provide advanced 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 technical
support services availability or functionality, Google
will use commercially reasonable efforts to provide
advance notice of such Maintenance. Maintenance notices
will be provided via the Support Site.

3.2 Language Support Generally. The parties agree
that all support provided by Google pursuant to this TSS
Guidelines will be provided in the English language.

3.3 Compliance with Agreement. Google will provide
technical support for use of the Services compliant under
the governing Agreement.  Google will not be
obligated to provide technical support for non-compliant
use of the Services.

4. Definitions

For the purpose of these TSS Guidelines, the capitalized
terms below will have the following meanings:

"Designated Contacts" means administrators or technical
employees designated by Customer who are allowed to
contact Google for technical support services.

"Feature Request" means a Request to incorporate a new
feature or enhance an existing feature of the Services
that is currently not available.

"Google Support Personnel" means the Google
representatives responsible for handling technical support
requests.

"Hours of Operation" are the hours between 17:00 on
Sunday (Pacific Time Zone) and 17:00 on Friday (Pacific
Time Zone), excluding regional holidays as documented in
the Support Site.

"Maintenance" means maintenance work that is performed on
hardware, software or other technical infrastructure
delivering the Products and Services.

"Severity" means the level of impact a Request is having
on Customer’s operations and is used to establish target
response times.

"S1" means Critical Impact - Service Unusable in
Production. Critical service issue affecting all users.
Service unavailable or unusable with no workaround.

"S2" means High Impact - Service Severely Impaired.
This issue is critically impacting a single user or a
subset of users. Service does not work as expected, with
no feasible workaround.

"S3" means Medium Impact - Service Partially
Impaired. Service does not work as expected but a
workaround is available.

"S4" means Low Impact - Service Fully Usable.
Service does not work as desired, but functions (a
workaround is not necessary).

"Request" means a request from a Designated Contact to
Google Support Personnel for technical support to address
a question or problem regarding the Services.

"Service Unusable" is any situation where Customer,
adhering to published technical guidelines for and
documented correct usage of the Products and Services, is
unable to access or use the Products and Services for the
majority of its end users for a period of time greater
than fifteen (15) minutes.

"Standard Request" means a Request made by Customer to
Google that is not a Service Unusable Request or Feature
Request.

"Support Site" means the Support Portal listed
at

https://developers.google.com/maps/support/contact-support
 (or such other URL that may be provided by Google).

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