July 28, 2021

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Cloud Identity Technical

Support Services Guidelines

Last modified: July 28, 2021

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

The following technical support services guidelines ("Guidelines") apply to support services for your use of "Cloud Identity Core Services" ordered via the Cloud Identity - Premium edition. Capitalized terms not defined herein have the meaning set forth in the agreement that governs your use of Cloud Identity Core Services ("Agreement"). For clarity, Google will have no obligation under the Agreement (or these Guidelines) to provide support for any of the services set forth at the following URL: https://www.google.com/support/a/bin/answer.py&answer=181865.

1. Support Request Submission.

1.1 General. Customer may submit Requests by phone, through the Admin Console or through the support portal.

1.2 Customer Efforts to Fix Errors. Prior to making a Request to Google, Customer will use reasonable efforts resolve issues, to fix any error, bug, malfunction or network connectivity defect without escalation to Google. Thereafter, a Customer Administrator may submit a written request for technical support through the Google Help Center, Admin Console, or support portal as provided by Google, or by phone.

1.3 Characterization of Requests. Customers designate priority upon submission of Requests. Upon receiving a request from Customer Contact, Google will determine whether the request is a "Service Unusable," "Standard Request" or a "Feature Request" (as defined in Section 8). 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.

1.4 Procedures for Acknowledgement and Resolution of Requests. When making a Request, Customer will provide requested diagnostic information including but not limited to: (i) describing the problem, the configuration, and Customer's network; (ii) providing relevant data; and (iii) communicating further via email or phone to answer questions and assist Google Support Personnel as appropriate.

1.5 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.

1.6 Feature Requests. If Google deems a Request as a Feature Request, Google may log such Request for consideration to add to a future update or release of the Services and will consider the matter closed. Alternatively, Google may provide a portal to submit product feature ideas which allows Customer to submit such Feature Requests. 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.

2. Accessing Support.

2.1 Google Help Center. Customer and Customer's End Users of the Cloud Identity Core Services are provided product documentation and instructions on how to contact support through the Google Help Center, which is accessible at https://support.google.com/a/ or