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Google Cloud Platform Services: Technical Support Services Guidelines
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Last modified: August 7, 2017
This is not the current version of this document and is provided for archival purposes.
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The following technical support services guidelines ("Guidelines") apply to support services for Customers:
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Google Cloud Platform License Agreement
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Google App Engine License Agreement
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Google App Engine and Google Cloud SQL License Agreement
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Google Cloud Storage and Prediction API License Agreement
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Google Cloud Storage, Google Prediction API, and Google BigQuery Service License Agreement
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Google Cloud Storage, Google Prediction API, Google BigQuery Service, Google Cloud SQL, Google Compute Engine, and Google Cloud Datastore License Agreement, and
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Google Cloud Translation API v2 License Agreement
entered into by and between Google and Customer (as may be applicable, the "Agreement") if that support is committed under the Agreement. Capitalized terms not defined herein have the meaning set forth in 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 Contact may submit a written request for technical support through the Google for Work Support Center.
1.2 Characterization of Requests . Customer designates priority upon submission of Requests. Upon receiving a request, Google will determine 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 priority designation if Google believes that Customer’s designation is incorrect and will inform Customer of any such change in its response to the support Request. Customer may appeal any such reclassification to Google's Support management for review through any available support channel.
1.3 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.
1.4 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 Building Applications . For clarity, Google will not have any obligation to write or build any Applications or write code to facilitate Applications.
1.7 Alpha and Beta . Although Google has no obligation to provide TSS for Alpha or Beta versions, features, or functionality of the Services, we will consider Requests at these development stages on a case-by-case basis.
- Accessing Support
2.1 Designated Support Contacts . Customer will provide first-level support to Customer End Users. Google will provide second-level support to Customer only. If Customer wishes to change its Designated Contacts, it will notify Google via the Google for Work Support Center at least 5 Business Days prior to the change. If on the date these updated Guidelines were first posted Customer has more Designated Contacts than are set forth under the applicable Support level under Section 4 below, the current Contacts will continue to be allowed until the expiration of the current license term for the applicable Services under the Agreement.