November 2, 2022

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# Looker Platform
Support Services Guide

Last modified: November 02, 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 Looker Platform Services, except as
outlined in this Looker 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.
“Looker Platform Services” means the Looker software or
services provided by Google to Customer, but excluding
Professional Services and Looker Studio.

GENERAL SUPPORT SERVICES TERMS

1. Services Updates

1.1 New Releases.

Google will notify Customer
of new releases of the Looker Platform Services if and
when they are made available. Releases may include version
updates to the Looker Platform Services, feature releases,
and patches. The Documentation has additional information
about releases, including at the following url

https://docs.looker.com/relnotes/intro
.

1.2 End of Life Policy.

Google provides TSS for the
most recent minor release (e.g. 20.4), the previous two
minor releases (e.g. 20.3, 20.2) and the most recent
extended support release (as described in the
Documentation, including at the following url

https://docs.looker.com/relnotes/esr-overview
).
Google publishes the full list of TSS-supported releases
in the Documentation at the following url

looker.com/docs/supported-releases
.
This list changes with each release of the Looker Platform
Services.

2. Maintenance

To ensure optimal performance of the Looker Platform
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 Looker Platform
Services, Google will use commercially reasonable efforts
to provide 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 Looker Platform Services, Google will
use commercially reasonable efforts to provide advance
notice of such Maintenance. Maintenance notices noted
above will be provided via an email to the Notification
Email Address.

3. Language Support

The parties agree that all support provided by Google for
the Looker Platform Services will be provided in English
or in Japanese at the hours set forth for these languages
at the following URL:

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

4. Collaborative Support

Collaborative Support is not available for the Looker
Platform Services.

5. Definitions

5.1 Documentation

Documentation means the
Google user guides and manuals (as may be updated from
time to time) in the form generally made available by
Google to its customers for internal use with the Looker
Platform Services.

5.2 Google Support Personnel

Google Support Personnel
means the Google representatives responsible for handling
services requests for the Looker Platform Services.

5.3 Maintenance

Maintenance means maintenance
work performed on hardware or software delivering the
Looker Platform Services.

5.4 Notification Email
Address

Notification Email Address
means the email address designated by Customer in the
order form for the Looker Platform Services or updated by
Customer via an email notification to Google.

5.5 TSS

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

6. Additional Terms

For the avoidance of doubt, Google has no obligation to
provide TSS for any Looker Service that is an Alpha or
Beta version, feature, or functionality of the Looker
Platform Services.

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

STANDARD SUPPORT SERVICES

Enrollment and Payment

If Customer is an existing Google Cloud Standard Support
customer and purchases Looker Platform Services, the
Customer’s existing support package automatically will
include the Looker Platform Services 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.

ENHANCED SUPPORT SERVICES

Enrollment and Payment

If Customer is an existing Google Cloud Enhanced Support
customer and purchases Looker Platform Services, the
existing support package automatically will include the
Looker Platform Services 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.

PREMIUM SUPPORT SERVICES

Enrollment and Payment

If Customer is an existing Google Cloud Premium Support
customer and purchases Looker Platform Services,  the
existing support package automatically will include the
Looker Platform Services 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.

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