January 31, 2023

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Google Cloud Platform

Services: Technical Support Services Guidelines

Last modified: January 31, 2023

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

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These technical support services guidelines (“Guidelines”) are incorporated into the agreement under which Google has agreed to provide Google Cloud Platform and related technical support (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.

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 Looker Studio (except for Looker Studio Pro). For Cloud Identity Google will instead provide Customer support in accordance with the Cloud Identity Technical Support Services Guidelines (available at

https://cloud.google.com/terms/identity/tssg). Google offers Customer support for the Looker Platform Services (as defined in the Looker Platform Support Services Guide) in accordance with the Looker Support Services Guide (available at

https://cloud.google.com/terms/tssg/looker). 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/). Google offers TSS to Customer for Apigee, except as described in the Apigee Support Services Guide (available at

https://cloud.google.com/terms/apigee-support-services-guide) and for Apigee Edge, TSS is offered in accordance with the Apigee Edge Technical Support Services Guidelines (available at

https://cloud.google.com/terms/apigee-support) instead of these Guidelines.

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