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Google Cloud Platform Services: Technical Support Services Guidelines

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Last modified: March 8, 2021

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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

1. **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.

2. **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.

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
change designations that Google believes are incorrect. Any such determination made by
Google is final and binding on Customer.

   - 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.

   - 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.

   - 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
respond to or resolve any Feature Request or to include any such Feature Request in any
future update or release.

   - 3.7. Building Applications. For clarity, Google has no obligation under these
Guidelines to: (i) write, build or improve any software Applications, or write code to
facilitate Applications; (ii) configure the Services for Customer; or (iii) design,
build or review Customer infrastructure.

   - 3.8. Pre-General Availability Offerings. Google has no obligation to provide
TSS for Pre-GA Offerings, but will consider Requests relating to Pre-GA Offerings on a
case-by-case basis.

4. **Accessing Support.**

   - 4.1. Setting Designated Contacts. Customer-designated support admins may add
Designated Contacts to its Account. Solely with respect to Silver, Gold, and Platinum
TSS, if Customer wishes to change its Designated Contacts, it will notify Google via the
Google Support Tool at least five Business Days prior to the change, as applicable.

   - 4.2. Support Hours and Target Initial Response Times. Google will process
Requests during the Hours of Operation, unless otherwise indicated in these Guidelines.
Any Requests received outside of the Hours of Operation will be logged and processed
during the next Business Day. Target initial response times are based on the subscribed
support level.

5. **Maintenance.** To ensure optimal performance of the Services, Google
performs periodic Maintenance. In most cases, Maintenance will have limited or no negative
impact on the availability and functionality of the Services. If Google expects planned
Maintenance to negatively affect the availability or functionality of the Services, Google
will use commercially reasonable efforts to provide at least seven days' advance notice of
the Maintenance. In addition, Google may perform emergency unscheduled Maintenance at any
time. If Google expects such emergency unscheduled Maintenance to negatively affect the
availability or functionality of the Services, Google will use commercially reasonable
efforts to provide advance notice of such Maintenance. Maintenance notices noted above
will be provided via the Google Support Tool or via an email to the Notification Email
Address.

6. **Language Support Generally.** All support provided by Google pursuant
to these Guidelines will be provided in the English language except as provided at

https://cloud.google.com/support/docs/language-working-hours.

7. **Support Data Processing Activities.** Google collects and processes
Support Data for the purpose of providing TSS under these Guidelines and maintaining the
Services.

8. **Technical Account Management (TAM).**
As part of the Platinum, Enterprise and Premium Support offering, Customer will receive
access to a named Technical Account Manager for 1 day per week. Additional access to
Technical Account Management may be purchased, subject to additional fees and terms.
Technical Account Management includes: (a) assistance in developing a cloud strategy with
respect to the Services, (b) best practices guidance on implementing and using the
Services, and (c) management of technical support escalations and coordination with Google
subject matter experts to address technical inquiries related to the Services.

9. **Professional Services.**
In addition to the support and maintenance services described above, Google may provide
limited advisory services to Customer under these Guidelines in accordance with an order
form executed by Google and Customer and datasheets associated with the services.
Additional fees may apply. Advisory services are recommendations only. Customer is
responsible for the results achieved when determining whether to implement recommendations
from Google. Google may deliver recommendations to Customer in the form of a working paper
or report, which Customer may use, modify and reproduce for its internal business
purposes. Google will not otherwise license any intellectual property to Customer as part
of the advisory services provided under these Guidelines. Any other advisory, professional
or implementation services will be subject to the terms of a separate agreement between
Google and Customer.

10. **Collaborative Support.**
In recognition that Customer may deploy and use Services that are offered in connection
with or that rely upon a range of third party hardware and software components and
computing platforms, resolving Requests may sometimes require input from third party
providers who have qualified to participate in the Google Cloud Platform collaborative
support program (such providers, "Collaborative Support Partners"). Google will, in its
reasonable determination, identify to Customer any Requests that require the involvement
of Collaborative Support Partner(s). Google may include Collaborative Support Partners in
support communications with Customer, subject to the following terms:

   - 10.1. Customer may only receive support from a Collaborative Support Partner if
Customer has a valid support agreement in place with that Collaborative Support Partner.
Neither these Guidelines nor the Agreement grant to Customer any right to receive
support services from Collaborative Support Partners.

   - 10.2. Google will include Collaborative Support Partners in direct support
communications with Customer solely at Customer's direction. Google Support Personnel
will only reach out to a Collaborative Support Partner after receiving Customer’s
consent.

   - 10.3. When Customer consents to include a Collaborative Support Partner in an ongoing
support case, Customer consents to Google providing that Collaborative Support Partner
with Support Data Google reasonably deems relevant to the Request, including Customer's
name, contact information, and a description of the Request. When Customer directs
Google to engage a Collaborative Support Partner, the Collaborative Support Partner
acts as an independent contractor of the Customer, not Google. The Collaborative Support
Partner, not Google, is solely responsible for the processing and use of any
information, including Support Data, Customer or provided to that Collaborative Support
Partner in the course of providing support services.

11. **Resold Customer.**
A customer (a “Resold Customer”) of a Google-authorized unaffiliated Google Cloud
Platform reseller (a “Reseller”) may purchase Google-supplied technical support
services that are approved and enabled for resale through the Reseller
(“Resold TSS”), provided that:

   - 11.1. the prices and fees for Resold TSS, and the terms applicable to Resold
Customer’s use of Resold TSS, are agreed as between Resold Customer and the Reseller;

   - 11.2. any payment for Resold TSS is made directly to Reseller under Resold Customer’s
applicable agreement with the Reseller; and

   - 11.3. Google will not provide Resold Customer any billing inquiry support on the
Services.

12. **Additional Definitions.**

   - 12.1. "Application" has the meaning given in the Agreement or, if
not such meaning is given, has the meaning given to “Customer Application” in the
Agreement.

   - 12.2. "Business Day" means any day during the Hours of Operation.

   - 12.3. "Customer End User" has the meaning given in the Agreement or, if no such
meaning is given, has the meaning given to “End Users” in the Agreement.

   - 12.4. "Designated Contacts" means administrators or technical employees
designated by Customer or Reseller (if Customer is accessing TSS as a customer of
a Reseller) who are allowed to contact Google for technical support.

   - 12.5. "Feature Request" means a Request by a Designated Contact to incorporate
a new feature or enhance an existing feature of the Services that is currently not
available as part of the existing Services.

   - 12.6. "Google Support Tool" means the Admin Console or a support tool located
at a URL (as may be updated from time to time) provided by Google.

   - 12.7. "Google Support Personnel" means the Google representatives responsible
for handling Requests.

   - 12.8. "Hours of Operation" means 17:00 on Sunday to 17:00 on Friday Pacific
Time Zone, except for holidays in local time for each region documented in the Google
Support Tool.

   - 12.9. "Maintenance" means maintenance work that is performed on hardware or
software delivering the Services.

   - 12.10. "Notification Email Address" has the meaning given in the Data
Processing and Security Terms

   - 12.11. "P1" means Critical Impact – Service Unusable in Production.

   - 12.12. "P2" means High Impact – Service Use Severely Impaired.

   - 12.13. "P3" means Medium Impact – Service Use Partially Impaired.

   - 12.14. "P4" means Low Impact – Service Fully Usable.

   - 12.15. "Priority" means P1, P2, P3 or P4 depending on the level of impact a
Request is having on Customer's operations and is used to establish initial target
response times.

   - 12.16. "Request" means a request from a Designated Contact to Google Support
Personnel for technical support to resolve a question or problem report regarding the
Services.

   - 12.17. "Reseller" has the meaning given to it in Section 11 (Resold Customer)
in the General Support Service Terms of these Guidelines.

   - 12.18. "Support Data" means account details and the information that Customer
provides to Google for the purpose of obtaining TSS under these Guidelines, including
requests for support and the details provided to Google about the specific support
issue.

   - 12.19. "Support Role" means the level of support available to a Designated
Contact under Role-Based Support, as defined by one of two tiers (Development or
Production) and as designated by Customer in accordance with Section 1
(Support Roles) of the Role-Based Support terms below.

   - 12.20. "Value Add Services" means additional TSS available to Customer for an
additional fee.

#### Enhanced Support

1. **Enhanced Support**

   - 1.1. Enhanced Support includes unlimited Designated Contacts.

   - 1.2. Value Add Services. Customer may purchase the following Value Add Services
for an additional fee:

      - 1.2.1. Technical Account Advisor Service (TAAS). Customer will receive access
to a Technical Account Advisor. TAAS includes: (a) guided support onboarding, (b)
guidance on best practices for case handling, (c) management of technical support
escalations, (c) reviews of operational and case metrics, and (d) recommendations
for training and optimization of the Services.

2. **Target Initial Response Times for Enhanced Support.**

Priority
Target Initial Response Times during the Hours of Operation

P1**
**1 hour 24x7**

**P2**
**4 hours 24x7**

**P3**
**8 hours**

**P4**
**8 hours**

3. **Enrollment and Unenrollment.**

   - 3.1. Enhanced Support requires a minimum 1-year Fee commitment from the date on which
Customer enrolls.

   - 3.2. Customer may unenroll from Enhanced Support at any time by notifying
Google in writing and any such unenrollment will take effect, and applicable Fees for
Customer's downgraded or upgraded Support level will be calculated at the downgraded or
upgraded amount, from the later of (i) the date of such unenrollment, and (ii) the first
business day following the 1-year anniversary of Customer's enrollment in Enhanced
Support. Unenrollment from Enhanced Support automatically unenrolls all Value Add
Services.

#### Premium Support and Partner-Led Premium Support

1. **Premium Support.**

   - 1.1. Premium Support includes unlimited Designated Contacts.

   - 1.2. Premium Support includes support from Google's Technical Account Management,
as described in Section 8 of the General Support Services Terms (Technical Account
Management).

   - 1.3. Value Add Services. Customer may purchase the following Value Add Services
for Premium Support for an additional fee:

      - 1.3.1. Assured Support. Google will provide TSS for Assured
Workloads (“Assured Support”) in accordance with the Customer-selected Admin
Console controls. All requests for Assured Support by Customer must be submitted
via the “create case” option from within the Google Support Tool and include the
project name (ID) in the project field, which corresponds to an Assured Workloads
project. Google will provide Assured Support in the English language only.

      - 1.3.2. Mission Critical Services (MCS). Google will provide a target
initial response time of 5 minutes for P0 cases for operating environments that have
been provisioned to support MCS, as noted in the table in Section 2 (Target
Initial Response Times for Premium Support). Google will provide TSS for MCS in the
English language only.

2. **Partner-Led Premium Support.**

   - 2.1. Partner-Led Premium Support includes unlimited Designated Contacts.

   - 2.2. Partner Operations Management (POM). As part of the Partner-Led Premium
Support offering, Customer will receive access to a named Partner Operations Manager.
POM includes: (a) assistance in developing a cloud strategy with respect to the
Services, (b) best practices guidance on implementing and using the Services, and (c)
management of technical support escalations and coordination with Google subject matter
experts to address technical inquiries related to the Services.

3. **Target Initial Response Times for Premium Support and Partner-Led Premium
Support.**

Priority
Target Initial Response Times during the Hours of Operation

**P0**
**5 minutes (Premium Support with MCS only)**

**P1**
**15 minutes 24x7**

**P2**
**2 hours 24x7**

**P3**
**4 hours**

**P4**
**8 hours**

4. **On-Site Support for Premium Support and Partner-Led Premium Support.**
Google may, at its discretion and with Customer's approval, send Google Support Personnel
on-site in response to an issue that cannot be resolved remotely. Google Support
Personnel performing support at Customer's facilities will comply with Customer's
reasonable onsite policies and procedures made known to Google in writing in advance.

5. **Enrollment and Unenrollment for Premium Support and Partner-Led Premium
Support.**

   - 5.1. Premium Support and Partner-Led Premium Support requires a minimum 1-year Fee
commitment from the date on which Customer enrolls.

   - 5.2. Customer may unenroll from Premium Support or Partner-Led Premium Support at any
time by notifying Google in writing and any such unenrollment will take effect, and
applicable Fees for Customer's downgraded Support level will be calculated at the
downgraded amount, from the later of (i) the date of such unenrollment, and (ii) the
business day following the 1-year anniversary of Customer's enrollment in Premium
Support or Partner-Led Premium Support. Unenrollment from Premium Support automatically
unenrolls all Value Add Services.

   - 5.3. Sections 5.1 and 5.2 above will not apply if Customer is an existing Platinum or
Enterprise Support customer. Instead, the minimum term of Customer's current Platinum or
Enterprise Support Order Form will govern its use of Premium Support or Partner-Led
Premium Support until the expiration of such Order Form.

#### Silver, Gold and Platinum Support

1. **Silver.** The Silver support level includes all the items in Basic TSS
plus the ability to submit support Requests for questions about Services
functionality, best practice guidance on how to architect with the Services, and Services
errors reports, as well as up to two Designated Contacts.

2. **Gold.** The Gold support level includes all the items in the Silver
level plus consultation on application development, and specific guidance on how to
architect with the Services for Customer's proposed use case, as well as up to five
Designated Contacts.

3. **Platinum.** The Platinum support level includes all the items in the
Gold level plus Unlimited Designated Contacts and access to Google’s Technical Account
Management team as described in the General Support Service Terms Section 8 (Technical
Account Management).

4. **Target Initial Response Times for Silver, Gold and Platinum Support.**

Priority
Target Initial Response Times during the Hours of Operation

**Silver**
**Gold**
**Platinum**

**P1**
**4 hours**
**1 hour 24x7**
**15 minutes 24x7**

**P2**
**8 hours**
**4 hours**
**4 hours**

**P3**
**8 hours**
**8 hours**
**8 hours**

**P4**
**8 hours**
**8 hours**
**8 hours**

5. **Priority Designations.** Notwithstanding Section 3.3 (Characterization
of Requests) of the General Support Services Terms of these Guidelines, Google will inform
Customer of any change of Customer’s Priority designation 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.

#### Role-Based Support

1. **Support Roles.** Google will provide Customer with technical support
through its Designated Contacts, according to their designated Support Role as follows:

   - 1.1. Development. The Development Support Role includes all the items in
Basic TSS plus the ability to submit Requests related to Services functionality,
best practices guidance on how to architect with the Services, and Services errors
reports.

   - 1.2. Production. The Production Support Role includes all the items in the
Development Support Role plus limited guidance on how to architect with the Services for
Customer's proposed use case.

2. **Target Initial Response Times for Role-Based Support.**

Priority
Target Initial Response Times during the Hours of Operation

**Development**
**Production**

**P1**
**N/A**
**1 hour 24x7**

**P2**
**4 hours**
**4 hours**

**P3**
**8 hours**
**8 hours**

**P4**
**8 hours**
**8 hours**

3. **Upgrading/Downgrading Support Roles in Role-Based Support.** All
Support Roles require a minimum 30-day Fee commitment.

   - 3.1. Upgrades. Customer may designate or upgrade a Support Role for a
Designated Contact at any time. When Customer designates or upgrades any Support Role
for a Designated Contact, any applicable Fees will be pro-rated in that month, and will
automatically renew at the beginning of the following month. Customer may upgrade a
Support Role for a Designated Contact at any time. Any applicable Fees for such upgraded
Support Role will be calculated at the upgraded rate beginning on the day that the
upgrade is processed.

   - 3.2. Downgrades. Customer may downgrade or remove a Support Role for a
Designated Contact at any time. Such downgrade or removal will take effect, and any
applicable Fees for such downgraded or removed Support Role will be calculated at the
downgraded amount, from the later of (i) the date of such downgrade or removal, and (ii)
30 days after the Support Role for the Designated Contact was last changed, and the
applicable Fees will automatically renew at the beginning of the month following such
downgrade or removal.

#### Enterprise Support

1. **Enterprise Support.**

   - 1.1. The Enterprise Support offering includes unlimited Designated Contacts, each with
Customer's chosen Support Role. The "Business Critical" level of support is only
available to Customers who have enrolled in Enterprise Support.

   - 1.2. If enrolled in the Enterprise Support program, Customer may assign the "Business
Critical" role to each of its unlimited Designated Contacts.

2. **Target Initial Response Times for Enterprise Support.**

Priority
Target Initial Response Times during the Hours of Operation

**P1**
**15 minutes 24x7**

**P2**
**4 hours 24x7**

**P3**
**8 hours**

**P4**
**8 hours**

3. The Enterprise Support offering includes support from Google's Technical Account
Management, as described in Section 8 of the General Support Services Terms
(Technical Account Management).

4. **On-Site Support.** Google may, at its discretion and with Customer's
approval, send Google Support Personnel on-site in response to an issue that cannot be
resolved remotely. Google Support Personnel performing support at Customer's facilities
will comply with Customer's reasonable onsite policies and procedures made known to Google
in writing in advance.

5. **Enrollment and Unenrollment.**

   - 5.1. The Enterprise Support program requires a minimum 1-year Fee commitment from the
date on which Customer enrolls.

   - 5.2. Customer may unenroll from the Enterprise Support program at any time by
notifying Google in writing and any such unenrollment will take effect, and applicable
Fees for Customer's downgraded Support Role(s) will be calculated at the downgraded
amount, from the later of (i) the date of such unenrollment, and (ii) the business day
following the 1-year anniversary of Customer's enrollment in Enterprise Support.

   - 5.3. Sections 5.1 and 5.2 above will not apply if Customer is an existing Platinum
Support customer. Instead of Customer's current Platinum Support Order Form will govern
its use of Enterprise Support until the expiration of such Order Form.

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