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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.
If the Customer is accessing Enterprise Support as a customer of a Google Cloud Platform reseller, then:
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(1) the following provisions do not apply to the Customer's access to Enterprise Support: (i) the final sentence of Section 1.1; (ii) Section 1.2; (iii) Section 4; (iv) Section 5.1(b); and (v) the second and third sentences of Section 5.2;
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(2) all references to the term "Role-Based Support" or specific Support Roles will not apply; and
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(3) the last two sentences of Section 3.1 are amended and restated as follows: "Google may provide any notice to Partner designated support admins under this Section: (a) by sending an email to the Notification Email Address, or (b) through the Admin Console. In this Section 3.1, "Notification Email Address" has the meaning given in the Agreement or, if no such meaning is given, means the email address(es) designated by Partner in the Admin Console, or in the Order Form or Ordering Document (as applicable), to receive certain notifications from Google."
Regardless of any other statement in the Agreement or these Guidelines, Google does not offer TSS to Customer for Cloud Identity or Orbitera features (including those listed in the Google Cloud Platform Services Summary), for which Google will instead provide Customer, as applicable: (a) support for Cloud Identity in accordance with the Cloud Identity Technical Support Services Guidelines (available at https://cloud.google.com/terms/identity/tssg) and (b) Orbitera Support for any Orbitera features. Google offers TSS to Customer for Firebase services, except as described in the Firebase Technical Support Services Guide (available at https://cloud.google.com/terms/tssg/firebase/).
Technical Support Services Guidelines v1.2
Last modified: October 1, 2019
This is not the current version of this document and is provided for archival purposes.
View the current version
1. 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.