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Google Cloud Platform Services: Technical Support Services Guidelines
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The following technical support services guidelines ("Guidelines") apply to agreements where
Google provides Google Cloud Platform (as described at
https://cloud.google.com/terms/services)
and related technical support to Customer (as amended from time to time, the "Agreement").
Capitalized terms used but not defined in these Guidelines have the meanings given to them
in the Agreement.
Please note that Technical Support Services Guidelines Version 1.2 will solely govern
Customer's use of Bronze, Silver, Gold, or Platinum Support; Technical Support Services
Guidelines Version 2.0 will solely govern Customer's use of either Role-Based Support or
Enterprise Support; and Technical Support Services Guidelines Version 3.0 will solely govern
Customer's use of Premium Support. Each version is provided below. By accepting these terms,
you agree to each version.
Regardless of any other statement in the Agreement or these Guidelines, Google does not offer TSS to Customer for Cloud Identity or Orbitera features (including those listed in the Google Cloud Platform Services Summary), for which Google will instead provide Customer, as applicable: (a) support for Cloud Identity in accordance with the Cloud Identity Technical Support Services Guidelines (available at https://cloud.google.com/terms/identity/tssg) and (b) Orbitera Support for any Orbitera features. Google offers TSS to Customer for Firebase services, except as described in the Firebase Technical Support Services Guide (available at https://cloud.google.com/terms/tssg/firebase/).
Technical Support Services Guidelines v1.2
Last modified: February 13, 2020
This is not the current version of this document and is provided for archival purposes.
View the current version
1. 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