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Google Cloud Platform: Technical Support Services Guidelines

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Home Stay organized with collections Save and categorize content based on your preferences. Google Cloud Services: Technical Support Services Guidelines For translations of these Technical Support Services Guidelines into other languages, please click on the appropriate link: Bah...

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Google Cloud Services: Technical Support

Services Guidelines

For translations of these Technical Support Services Guidelines into other languages, please click on the appropriate link:

Bahasa Indonesia,

Deutsch,

Español (Latinoamérica),

Français,

Italiano,

Nederlands,

Português,

한국어,

日本語

These technical support services guidelines (“Guidelines”) are incorporated into the agreement under which Google has agreed to provide Google Cloud Platform and SecOps Services (as described at

https://cloud.google.com/terms/services) to Customer (the “Agreement”). Capitalized terms used but not defined in the Guidelines have the meaning given to them in the Agreement. Google does not provide Technical Support Services (“TSS”) for certain Google Cloud Platform Services and SecOps Services, and some Google Cloud Platform Services, SecOps Services and related products are subject to additional or different technical support terms as noted in the General Support Services Terms: Exceptions section.

  1. Generally. As part of Customer's purchase of Google Cloud Platform Services, Google will provide Basic (formerly Bronze) Support to Customer. Customer may order additional TSS for an additional fee.

  2. Basic Support. 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.

  3. Support Request Submission.

    • 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.

    • 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.

    • 3.3. Characterization of Requests. Customer designates P1-P4 priority upon submission of Requests. Google will review Customer's priority designation and may reclassify designations (a) that Google believes are incorrect or (b) where Customer fails to maintain continuous availability, as described in Section 3.4 (Procedures for Acknowledgement and Resolution of Requests) through the resolution of a Request. Any such determination made by Google is final and binding on Customer. Any reclassification by Google of the Priority designation pursuant to subsection (b) will be reversed once Customer resumes continuous availability with Google in accordance with Section 3.4 (Procedures for Acknowledgement and Resolution of Requests).

    • 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. Customer must provide up-to-date contact information (i.e., phone or email) to assist with data gathering, testing and applying resolutions. In the case of P1 Requests, Customer must maintain continuous availability until resolution of such Requests. Upon resolution of a Request, Customer may receive an optional survey to provide feedback to Google on the support Request experience.

    • 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

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Добавлено

  • Добавлено: п. 13 13. Gemini Enterprise Support Entitlement. For Gemini Enterprise, Google offers TSS under these Guidelines except as follows:
  • Добавлено: As part of Customer's purchase of Gemini Enterprise, Customer will have access to web and email support for technical inquiries related to Gemini Enterprise, which inquiries Customer must submit via the Google Cloud Support console. Google will make commercially reasonable efforts to respond to Requests within a baseline eight (8) hour initial response time. If Customer holds an active, paid Google Cloud Support offering (including, but not limited to, Standard, Enhanced, or Premium Support), the Service Level Objectives and terms of that paid offering will supersede this baseline entitlement for all Gemini Enterprise Requests. For clarity, this baseline entitlement does not include access to Technical Account Management or similar premium advisory services.
  • Добавлено: October 13, 2025

Изменено

  • Изменено: Было 13 .6. Стало 14 .6.
  • Изменено: Было 13 .7. Стало 14 .7.
  • Изменено: Было 13 .12.* "Notification Стало 14 .12.* "Notification
  • Изменено: Было 13 .22.* "Supported Стало 14 .22.* "Supported
  • Изменено: Было (Last modified October 13 , 2025 ) * Стало (Last modified September 28 , 2026 ) *
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Добавлено

  • Добавлено: provided at

Изменено

  • Изменено: Было has the meaning given to it in Section 11 (Resold Стало has the meaning given to it in Section 10 (Resold
  • Изменено: Было event, regardless of Section 2 (Target Initial Response Стало event, regardless of Section 3 (Target Initial Response
  • Изменено: Было of Customer submitting a Request. Regardless of Section 2 Стало of Customer submitting a Request. Regardless of Section 3
  • Изменено: Было Request. Regardless of Section 2 (Target Initial Response Стало Request. Regardless of Section 3 (Target Initial Response

Удалено

  • Удалено: provided
  • Удалено: at
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Первая зафиксированная редакция.

Home Stay organized with collections Save and categorize content based on your preferences. Google Cloud Services: Technical Support Services Guidelines For translations of these Technical Support Services Guidelines into other languages, please click on the appropriate link: Bah...

  • Google Cloud Services: Technical Support
  • 1. **Generally.** As part of Customer's
  • 2. **Basic Support.** Customer
  • 3. **Support Request Submission.**
  • 3.1. *First Line
  • 3.2. *Customer
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