August 1, 2022

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# Looker Support
Services Guide

Last modified: August 1, 2022

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

View the current version

The Google Cloud Platform Technical Support Services
Guidelines at the following url:
https://cloud.google.com/terms/tssg
(the
"Guidelines")
describe how Google will offer TSS (as defined below) to
Customer for Looker Services, except as outlined in this
Looker 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. “Looker Services” means any
software or services (excluding Professional Services)
offered by Google under the agreement that governs
Customer’s access to and use of the Looker product.

GENERAL SUPPORT SERVICES TERMS

1. Services Updates

1.1 New Releases.

Google will notify Customer
of new releases of the Looker Services if and when they
are made available. Releases may include version updates
to the Looker Services, feature releases, and patches. The
Documentation has additional information about releases,
including at the following url
https://docs.looker.com/relnotes/intro.

1.2 End of Life Policy.

Google provides TSS for the
most recent minor release (e.g. 20.4), the previous two
minor releases (e.g. 20.3, 20.2) and the most recent
extended support release (as described in the
Documentation, including at the following url
https://docs.looker.com/relnotes/esr-overview).
Google publishes the full list of TSS-supported releases
in the Documentation at the following url
looker.com/docs/supported-releases.
This list changes with each release of the Looker
Services.

2. Maintenance

To ensure optimal performance of the Looker Services,
Google performs periodic Maintenance. In most cases,
Maintenance will have limited or no negative impact on the
availability and functionality of the Services. If Google
expects planned Maintenance to negatively affect the
availability or functionality of the Looker Services,
Google will use commercially reasonable efforts to provide
advance 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 availability or functionality of the
Looker Services, Google 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. Language Support

The parties agree that all support provided by Google for
the Looker Services will be provided in English or in
Japanese at the hours set forth for these languages at the
following URL:
https://cloud.google.com/support/docs/language-working-hours.

4. Collaborative Support

Collaborative Support is not available for the Looker
Services.

5. Definitions

5.1 Documentation

Documentation means the
Google user guides and manuals (as may be updated from
time to time) in the form generally made available by
Google to its customers for internal use with the Looker
Services.

5.2 Google Support Personnel

Google Support Personnel
means the Google representatives responsible for handling
services requests for the Looker Services.

5.3 Maintenance

Maintenance means maintenance
work performed on hardware or software delivering the
Looker Services.

5.4 Notification Email
Address

Notification Email Address
means the email address designated by Customer in the
order form for the Looker Services or updated by Customer
via an email notification to Google.

5.5 TSS

TSS means the technical
support services provided by Google to Customer under the
then-current Guidelines, as amended by this Guide.

6. 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 Looker
Services.

Google will provide Standard, Enhanced or Premium Support
(as applicable) to Customer for the Looker Services as
detailed below:

STANDARD SUPPORT SERVICES

Enrollment and Payment

If Customer is an existing Google Cloud Standard Support
customer and purchases Looker Services, the Customer’s
existing support package automatically will include the
Looker Services as a component of Customer’s support fees.
This incremental fee for Standard Support will be charged
as part of the variable fee calculation applicable to
Customer’s Standard Support Services.

ENHANCED SUPPORT SERVICES

Enrollment and Payment

If Customer is an existing Google Cloud Enhanced Support
customer and purchases Looker Services, the existing
support package automatically will include the Looker
Services. This incremental fee for Enhanced Support will
be charged as part of the variable fee calculation
applicable to Customer’s Enhanced Support Services.

PREMIUM SUPPORT SERVICES

Enrollment and Payment

If Customer is an existing Google Cloud Premium Support
customer and purchases Looker Services,  the existing
support package automatically will include the Looker
Services as a component of Customer’s support fees. This
incremental fee for Premium Support will be charged as
part of the variable fee calculation applicable to
Customer’s Premium Support Services.

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