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Google Maps Platform
Technical Support Services Guidelines
This is not the current version of this document and is provided
for archival purposes.
View the current version
These Technical Support Services Guidelines ("TSS Guidelines")
apply to support services for the following Services:
- Google Maps Core Services
and are governed by the terms and conditions entered into
between Google and Customer ("Agreement"). Capitalized terms not
defined herein have the same meaning set forth in the applicable
Agreement. If the Agreement is the Google Cloud &
Google Education Partner Reseller Agreement, then "Reseller"
will apply to instances of "Customer" in these TSS Guidelines.
1. Support Request Submission
1.1 Customer Efforts to Fix Issues. Prior to making a
Request, Customer will use reasonable efforts to resolve any
error, bug, malfunction or network connectivity defect without
escalation to Google. Thereafter, a Designated Contact may
submit a written request for technical support services through
the Support Site.
1.2 Characterization of Requests. Customers determine issue
Severity upon Request submission. Upon receiving a Request from
a Designated Contact, Google will confirm whether the Request is
a "Service Unusable," "Standard Request" or a "Feature Request".
Any such determination made by Google is final and binding on
Customer. Google reserves the right to change Customer's
Severity designation, if Google believes that Customer's
Severity designation is incorrect, and will inform Customer of
any such change. Customer may appeal any such reclassification
to Google's Support Personnel as provided in the Support Site.
1.3 Procedures for Acknowledgement and Request Resolution. When
making a Request, Designated Contacts will provide requested
diagnostic information including, but not limited to: (i) Google
product identifiers such as: project number, project ID, or
billing account ID; (ii) description of the issue, including any
error messages; (iii) description of Customer’s efforts to
resolve the issue (see Section 1.1) prior to contacting Google;
(iv) Customer's software version, serial, and/or order numbers,
when available; (v) Customer’s machine, network, and/or hardware
specifications and configuration, when relevant. Designated
Contacts commit to further communication via email or telephone
to answer questions and assist Google Support Personnel as
needed. If Designated Contacts do not provide timely
communication the Request will be considered resolved.
1.4 Request Acknowledgement. Google may respond to a Request by
acknowledging the Request’s receipt. Customer agrees that Google
may be unable to provide answers to, or resolve, all Requests.
1.5 Feature Requests. If Google deems a Request to be a Feature
Request, Google will log such Request for consideration and will
consider the Request resolved. Google is under no obligation to
respond to or enact any Feature Request or to include any such
Feature Request in any future update or release.
1.6 Unsupported Implementations. Google reserves the sole
right to determine whether to provide support for Requests
regarding implementations that do not adhere to the documented
and supported Service configurations.
1.7 Errors in Data. Google will use commercially
reasonable efforts to update its Maps Content as