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Chronicle SOAR
Technical Support Services Guidelines
Last modified: August 02, 2022
This is not the current version of this document
and is provided for archival purposes.
View the current version
The Chronicle SOAR Technical Support Services
Guidelines (the "Guidelines") describe how Google will
offer TSS to customers for Chronicle SOAR Services.
Capitalized terms used but not defined in these
Guidelines have the meanings given to them in Customer's
agreement with Google for the Services and related
technical support (the "Agreement").
- Support Request Submission.
1.1 Customer Efforts to Fix Errors.
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, a Customer may submit a written request for
technical support through the Google ticketing system
https://support.siemplify.co/hc/en-us
that Google makes available for such purpose in the
Services. Phone access to CSM during normal business hours
may be available but a support ticketing system request is
preferred outside of business hours.
1.2 Characterization of Requests.
Customer designates P1-P4 Priority upon submission of
Requests. Google will review Customer's Priority
designation and may change designations that Google
believes are incorrect. Google will inform Customer of
such change in its response to the support Request.
Google’s designation is final and binding on Customer.
1.3 Procedures for Acknowledgement and Resolution of
Requests.
When making a Request, Customer will provide all
requested diagnostic information and assist Google as may
be required to resolve a Request.
1.4 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.
1.5 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.
1.6 Pre-General Availability Offerings.
Although Google has no obligation to provide Chronicle
SOAR TSS for alpha, beta, preview, or any
similarly-designated or other pre-general availability
versions, features, or functionality of the Services,
Google will consider Requests at these development stages
on a case-by-case basis.
- Accessing Support.
Customer will provide first-level support to Customer End
Users. Google will provide second-level support to
Customers only.
- General Provisions.
3.1 Maintenance.
Maintenance Window: Every Sunday between 13:00 - 17:00
GMT+2
To ensure optimal performance of the 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 Services, Google will
use commercially reasonable efforts to provide at least 7
days' advance notice of the Maintenance. In addition,
Google may perform emergency unscheduled Maintenance at
any time. If Google expects emergency unscheduled