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Google Cloud Platform Services: Technical Support Services Guidelines
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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.
Please note that Technical Support Services Guidelines Version 1.2 will apply to Customer’s use of Bronze, Silver, Gold, or Platinum Support; Technical Support Services Guidelines Version 2.0 will solely govern Customer’s use of either Role-Based Support or Enterprise Support, as described below. Both versions are provided below. By accepting these terms, you agree to both versions.
Regardless of any other statement in the Agreement or these Guidelines, Google does not offer TSS to Customer for any Firebase features, including those listed in the Google Cloud Platform Services Summary. Google will instead provide Customer with Firebase Support for any Firebase features.
Technical Support Services Guidelines v1.2
Technical Support Services Guidelines v1.2
Last modified: May 23, 2018
This is not the current version of this document and is provided for archival purposes.
View the current version
- Support Request Submission
1.1 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, a Customer Contact may submit a written request for technical support through the Google for Work Support Center.
1.2 Characterization of Requests . Customer designates priority upon submission of Requests. Upon receiving a request, Google will determine 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 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.
1.3 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.
1.4 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.
1.5 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.
1.6 Building Applications . For clarity, Google will not have any obligation to write or build any Applications or write code to facilitate Applications.
1.7 Alpha and Beta . Although Google has no obligation to provide TSS for Alpha or Beta versions, features, or functionality of the Services, we will consider Requests at these development stages on a case-by-case basis.