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# Apigee Support
Services Guide

Last modified: November 14, 2022

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

The Google Cloud Platform Technical Support Services
Guidelines at the following
url:

https://cloud.google.com/terms/tssg (the "

Guidelines")
describe how Google will offer TSS (as defined below) to
Customer for Apigee, except as outlined in this Apigee
Support Services Guide (the "Guide"), which is
incorporated into the Guidelines. Capitalized terms used
but not defined in this Guide have the meanings given to
them in the Guidelines.

**1. Language Support**

(a) Google will provide all support under this Guide in
the English language in principle.

(b) Japanese Language Support is currently limited to
weekdays 9:00 to 17:00 (“Japan Business Hours”). Outside
of the Japan Business hours, Support will be provided in
English.

**2. Collaborative Support**

Collaborative Support is not available for the Apigee.

**3. Definitions**

3.1 Hours Of Operation

Hours of Operation means 08:00 on Monday to 17:00 on
Friday, except for holidays, in local time for each region
documented in the Google Support Tool.

3.2 TSS

TSS means the technical support services provided by
Google to Customer under the then-current Guidelines, as
amended by this Guide.

**4. Additional Terms**

Google will provide Standard, Enhanced or Premium Support
(as applicable) to Customer for the Apigee as detailed
below:

4.1 STANDARD SUPPORT

4.1.1 Enrollment and Payment

If Customer is an existing Google Cloud Standard Support
customer and purchases Apigee, the Customer’s existing
support package automatically will include Apigee as a
component of Customer’s support fees. This incremental fee
for Standard Support will be charged as part of the
variable fee calculation applicable to Customer’s Standard
Support Services.

4.1.2 Target Initial Response Times for Standard Support

**Priority**

**Target Initial Response Times during
the Hours of Operation**

P1

N/A

P2

4 hours

P3

24 hours

P4

24 hours

4.2 ENHANCED SUPPORT

4.2.1 Enrollment and Payment

If Customer is an existing Google Cloud Enhanced Support
customer and purchases Apigee, the existing support
package automatically will include Apigee as a component
of Customer’s support fees. This incremental fee for
Enhanced Support will be charged as part of the variable
fee calculation applicable to Customer’s Enhanced Support
Services.

4.2.2 Target Initial Response Times for Enhanced Support.

**Priority**

**Target Initial Response Times**

P1

1 hour

P2

4 hours*

P3

24 hours*

P4

24 hours*

*during the Hours of Operation

4.2.3 Value Add Services

Assured Support, Planned Event Support and Sovereign
Controls by Partners is not available for Apigee.
Technical Account Advisor Service is only available in
English.

4.3 PREMIUM SUPPORT SERVICES

4.3.1 Enrollment and Payment

If Customer is an existing Google Cloud Premium Support
customer and purchases Apigee,  the existing support
package automatically will include the Apigee as a
component of Customer’s support fees. This incremental fee
for Premium Support will be charged as part of the
variable fee calculation applicable to Customer’s Premium
Support Services.

4.3.2 Target Initial Response Times for Premium Support.

**Priority**

**Target Initial Response Times**

P1

15 minutes

P2

2 hours*

P3

24 hours*

P4

24 hours*

*during the Hours of Operation

4.3.3 Value Add Services

Assured Support, Mission Critical Support, Planned Event
Support and Sovereign Controls by Partners is not
available for Apigee.

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