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Google Cloud Platform Services: Technical Support Services Guidelines
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Last modified: February 2, 2021
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 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.
Regardless of any other statement in the Agreement or these Guidelines, Google does not offer
Technical Support Services (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/).
Expand all
General Support Services Terms
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Generally. As part of Customer's purchase of GCP Services, Google
will provide Basic (formally Bronze) TSS to Customer. Customer may order additional TSS
for an additional fee.
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Basic TSS. Customer will receive automatic Services upgrades and
Maintenance updates, support for billing inquiries, and access to documentation, white
papers, online best practices guides, and community forums.
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Support Request Submission.
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3.1. First Line Support. Customer will provide first-level support to Customer
End Users. Google will provide second-level support to Customer’s Designated Contacts
only.
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3.2. 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, Customer may submit a
Request for TSS.
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3.3. 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. Any such determination made by
Google is final and binding on Customer.
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3.4. 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. Upon resolution of a Request,
Customer may receive an optional survey to provide feedback to Google on the support
Request experience.
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3.5. 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.
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3.6. 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