August 21, 2019

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# Apigee Technical Support
Services Guidelines

Last modified: August 21, 2019

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

The Apigee Technical Support Services Guidelines (the
“Guidelines”) describe how Google will offer TSS to Customer
for Apigee services (listed
at https://cloud.google.com/apigee/pricing/;
the “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”).

#### Apigee Technical Support
Services Guidelines v1.0

#### 1. Obtaining Support

**1.1 Setting Named Customer Contacts**

Customer will identify Named Customer Contacts that are
knowledgeable about Customer’s operating environment and the
operation of the Services. These Named Customer Contacts will
serve as primary Support contacts between Customer and Google.
Named Customer Contacts must have, at a minimum, initial basic
product training and, as needed, supplemental training
appropriate for specific role or implementation phase,
migration, and /or specialized product usage.

**1.2 Customer Efforts to Fix Errors; Support Request
Submission**

Before making a Request to Google, Customer will use reasonable
efforts to fix any error, bug, malfunction, or network
connectivity defect without escalation to Google. Following such
attempts, a Named Customer Contact may submit a Request through
the Apigee Support Portal located
at cloud.google.com/apigee/support.

**1.3 Priority Designations**

Customer designates P1 - P4 Priority on 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.

**1.4 Procedures for Acknowledgement and Resolution of
Requests**

When making a Request, Customer will provide all requested
diagnostic information and assist Google Support Personnel as
may be required to resolve a Request.

**1.5 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.

**1.6 Feature Requests**

If Google deems a Request to be a Feature Request, Google will
log the Request for consideration to add to a future update or
release of the Services and will consider the matter closed.
Google has no obligation to respond to or resolve any Feature
Request or to include any Feature Request in any future update
or release.

**1.7 Building Applications**

Google has no obligation to write or build any Applications or
write code to facilitate Applications.

**1.8 Early Access, Alpha, and Beta**

Although Google has no obligation to provide TSS for Early
Access, Alpha or Beta versions, features, or functionality of
the Services, Google will consider Requests at these development
stages on a case-by-case basis.

#### 2. Accessing Support

**2.1 Named Contacts**

Customer will provide first-level support to Customer End
Users; Google will not provide support to Customer End Users.
Google will provide second-level support to Customer only
through Named Customer Contacts. If Customer wishes to change
its Named Customer Contacts, it may do so using by following
these instructions.

**2.2 Support Hours and Target Initial Response
Times**

Google will process Requests during the Hours of Operation,
unless otherwise indicated in these Guidelines. Any Requests
received outside the Hours of Operation will be logged and
processed during the next Business Day. Target initial response
times are based on support level entitlement, as described in
Section 4 (Production Support) and 5.1 (Business Critical
Support).

#### 3. General Provisions

**3.1 Maintenance and Service Notifications**

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 Maintenance to negatively affect the availability or
functionality of the Services, Google will use commercially
reasonable efforts to provide advance notice of such
Maintenance. Google may provide any notice to Customer under
this Section: (a) by sending an email to the Notification Email
Address, or (b) through the Admin Console or Service Status Page
at https://status.apigee.com/.
In this Section 3.1, "Notification Email Address" has the
meaning given in the Agreement or, if no such meaning is given,
means the email address(es) designated by Customer in the Admin
Console, or in the Order Form or Ordering Document (as
applicable), to receive certain notifications from Google.

**3.2 Language Support Generally**

Google will provide all support under these Guidelines in the
English language.

**3.3 Support Data Processing Activities**

Google collects and processes Support Data for the purpose of
providing TSS under these Guidelines and maintaining the
Services.

#### 4. Production Support

**4.1 Offering**

Production Support includes the following:

(a) Automatic Services upgrades and
Maintenance updates.

(b) Support for billing inquiries.

(c) Access to documentation, white
papers, online best practices guides, and community forums.

(d) Requests are accepted through
the Apigee Support Portal for questions about Services
functionality, best practices guidance on how to architect with
the Services, and Services errors reports.

(e) Google will respond to P1
Priority support Requests with a target initial response time of
1 hour 24 x 7.

(f) Google will respond to P2
Requests with an initial target response time of 8 hours during
the Hours of Operation.

(g) Google will respond to P3 and
P4 support Requests with an initial target response time of 24
hours during the Hours of Operation.

#### 5. Enterprise
Business-critical Support

**5.1 Offering**

Enterprise Business-critical Support includes all the items in
Production Support plus the following:

(a) Google will respond to P1
Requests with a target initial response time of fifteen minutes
24 x 7.

(b) Google will respond to P2
Requests with a target initial response time of 4 hours during
the Hours of Operation.

(c) Google will respond to P3 and
P4 Requests with an initial target response time of 24 hours
during the Hours of Operation.

#### 6. Professional Services

Depending on the type, scope, and duration of any professional
services requested (e.g., implementation, configuration, data
migration, or other forms of technical assistance), additional
fees and terms may apply.

#### 7. Collaborative Support

**7.1 Collaborative Support**

In recognition that Customer may deploy and use Services that
are offered in connection with or that rely upon a range of
third party hardware and software components and computing
platforms, resolving Requests may sometimes require input from
third party providers who have qualified to participate in the
Google Cloud Platform collaborative support program (such
providers, "Collaborative Support Partners"). Google will, in
its reasonable determination, identify to Customer any Requests
that require the involvement of Collaborative Support
Partner(s). Google may include Collaborative Support Partners in
support communications with Customer, subject to the following
terms:

(a) Google will maintain a current
list of Collaborative Support Partners and their respective
products and services that are supported
at https://cloud.google.com/terms/tssg/collab-partners.

(b) Customer may only receive
support from a Collaborative Support Partner if Customer has a
valid support agreement in place with that Collaborative Support
Partner. Neither these Guidelines nor the Agreement grant to
Customer any right to receive support services from
Collaborative Support Partners.

(c) Google will include
Collaborative Support Partners in direct support communications
with the Customer solely at Customer's direction. For telephonic
support, Google Support Personnel will only include a
Collaborative Support Partner on a telephone call with
Customer's prior verbal consent on the call. For support
provided by email or other electronic means, Google Support
Personnel will only reach out to a Collaborative Support Partner
after receiving written consent from Customer.

(d) When Customer consents to
include a Collaborative Support Partner in an ongoing support
case, Customer consents to Google providing that Partner with
Support Data Google reasonably deems relevant to the Request,
which may include the Customer's name, contact information, and
a description of the Request. The Collaborative Support Partner,
not Google, is solely responsible for the processing and use of
any Support Data Customer or Google provides to that
Collaborative Support Partner in the course of providing support
services.

#### 8. Definitions

**8.1 24 x 7**

24 x 7 means twenty-four hours a day, seven days a week.

**8.2 Business Day**

Business Day means any day during the Hours of Operation.

**8.3 Business Hours**

When setting up their Support access, Customers will need to
choose their Preferred Time Zone for Support. There are four
options:

(a) Business Hours in APAC means
08:00 Sydney to 17:00 Bangalore on Monday to Friday.

(b) Business Hours in EMEA means
08:00 Riyadh to 17:00 Reykjavik on Monday to Friday.

(c) Business Hours in US East means
08:00 Sao Paulo to 17:00 Chicago on Monday to Friday.

(d) Business Hours in US West means
08:00 Denver to 17:00 San Francisco on Monday to Friday.

**8.4 Named Customer Contacts**

Named Customer Contacts means individual Customer users who are
designated by Customer as primary Support contacts and who are
allowed to contact Google for technical support.

**8.5 Enterprise Business Critical Support**

Enterprise Support means the technical support offering
described in Section 5.

**8.6 Feature Request**

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

**8.7 Google Support Personnel**

Google Support Personnel means the Google representatives
responsible for handling Requests.

**8.8 Hours of Operation**

Hours of Operation means 08:00 on Monday to 17:00 on Friday,
except for holidays, in local time for each region documented in
Section 7.3.

**8.9 Holidays**

Apigee holidays by support location:

(a) US East and US West (12 days):

- New Year’s Day – 1 day

- Martin Luther King Day - 1 day

- Presidents Day - 1 day

- Memorial Day - 1 day

- Independence Day - 2 days

- Labor Day - 1 day

- Thanksgiving - 2 days

- Christmas Day – 2 days

- New Year’s Eve - 1 day

(b) EMEA (8 days)

- New Year’s Day - 1 day

- Good Friday - 1 day

- Easter Monday - 1 day

- May Day Bank Holiday - 1 day

- Spring Bank Holiday - 1 day

- Summer Bank Holiday - 1 day

- Christmas Day – 1 day

- Boxing Day – 1 day

(c) Asia Pac (3 days)

- New Year’s Day - 1 day

- Labour / May Day - 1 day

- Christmas – 1 day

**8.10 Maintenance**

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

**8.11 P1**

P1 means production API runtime traffic severely impacted.

- You have had a substantial loss of service.

- Your business operations have been severely disrupted.

- No workaround is available.

**8.12 P2**

P2 means an issue that has significant user impact but
production API runtime traffic is unaffected.

- Operations can continue in a restricted fashion.

- A project milestone is at risk.

- A temporary workaround is available.

**8.13 P3**

P3 means an issue that affects non-critical product
functionality but production API runtime traffic is unaffected.

- A workaround is available.

**8.14 P4**

P4 means an enhancement request.

**8.15 Priority**

Priority means the level of impact a Request is having on
Customer's operations and is used to establish initial target
response times. Priority is established on a scale of P1 through
P4.

**8.16 Request**

Request means a request from a Named Customer Contact to Google
Support Personnel for technical support to resolve a question or
problem report, or service regarding the Services.

**8.17 Support Data**

Support Data means account details and the information that
Customer provides to Google for the purpose of obtaining TSS
under these Guidelines, including requests for support and
service, and the details provided to Google about the specific
issue.

[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],[],[],[]]