May 1, 2018

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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
requested by Customers.

1.8 Supported Versions. Unless otherwise specified in writing
by Google, (i) Google will support the current version and one
immediately previous version  of the Services (designated
"General Availability"), and (ii) Google will only support the
most recent official version of these products for Android and
other mobile software. Where applicable, Customer’s hardware
must meet all system requirements for the Services as
documented.

1.9 Support for Pre-Release Versions. Although Google has
no obligation to provide support
for Early Access, Alpha or Beta versions,
features, or functionality of the Services, we will consider
Requests at these development stages on a case-by-case basis.

#### 2. Accessing Support

2.1 Accessing Google Support. Requests must be submitted
to Google via the Support Site.  Information about
contacting Google Support is available at
https://developers.google.com/maps/support/contact-support.

2.2 Designated Support Contacts. Google will provide
second-level support to Designated Contacts only. Customer may
edit the Designated Contact(s) information in the Support Site.

2.3 Support Hours. Google will process Requests during the
Hours of Operation, unless otherwise indicated here. Any
Requests received outside of the Hours of Operation will be
logged and processed during the following Hours of Operations.
Hours of Operation are subject to change by Google.

2.4 Target Initial Response Times. Google will make
commercially reasonable efforts to respond to Requests during
the Hours of Operation:

(a) Service Unusable First Response (S1) - 1 hour;

(b) Standard Request First Response (S2, S3, S4) - 24 hours;

(c) Feature Request First Response - 24 hours.

#### 3. General Provisions

3.1 Maintenance. If Google expects planned Maintenance to
negatively affect Services availability or functionality, Google
will use commercially reasonable efforts to provide advanced
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
technical support services availability or functionality, Google
will use commercially reasonable efforts to provide advance
notice of such Maintenance. Maintenance notices will be provided
via the Support Site.

3.2 Language Support Generally. The parties agree that all
support provided by Google pursuant to this TSS Guidelines will
be provided in the English language.

3.3 Compliance with Agreement. Google will provide
technical support for use of the Services compliant under the
governing Agreement.  Google will not be obligated to
provide technical support for non-compliant use of the Services.

#### 4. Definitions

For the purpose of these TSS Guidelines, the capitalized terms
below will have the following meanings:

"Designated Contacts" means administrators or technical
employees designated by Customer who are allowed to contact
Google for technical support services.

"Feature Request" means a Request to incorporate a new feature
or enhance an existing feature of the Services that is currently
not available.

"Google Support Personnel" means the Google
representatives responsible for handling technical support
requests.

"Hours of Operation" are the hours between 17:00 on Sunday
(Pacific Time Zone) and 17:00 on Friday (Pacific Time Zone),
excluding regional holidays as documented in the Support Site.

"Maintenance" means maintenance work that is performed on
hardware, software or other technical infrastructure delivering
the Products and Services.

"Severity" means the level of impact a Request is having on
Customer’s operations and is used to establish target response
times.

"S1" means Critical Impact - Service Unusable in
Production. Critical service issue affecting all users. Service
unavailable or unusable with no workaround.

"S2" means High Impact - Service Severely Impaired. This
issue is critically impacting a single user or a subset of
users. Service does not work as expected, with no feasible
workaround.

"S3" means Medium Impact - Service Partially Impaired.
Service does not work as expected but a workaround is available.

"S4" means Low Impact - Service Fully Usable. Service does
not work as desired, but functions (a workaround is not
necessary).

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

"Service Unusable" is any situation where Customer, adhering to
published technical guidelines for and documented correct usage
of the Products and Services, is unable to access or use the
Products and Services for the majority of its end users for a
period of time greater than fifteen (15) minutes.

"Standard Request" means a Request made by Customer to Google
that is not a Service Unusable Request or Feature Request.

"Support Site" means the Support Portal listed
at https://developers.google.com/maps/support/contact-support (or
such other URL that may be provided by Google).

[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],[],[],[]]