Home
Stay organized with collections
Save and categorize content based on your preferences.
Chronicle Technical Support Services Guidelines
Last modified: October 01, 2020
This is not the current version of this document and is provided
for archival purposes.
View the current
version
The Chronicle Technical Support Services Guidelines (the "Guidelines") applies to
agreements where Chronicle provides Chronicle TSS to Customer in connection with
the Services (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.
1. Support Request Submission.
1.1 Customer Efforts to Fix Errors.
Prior to making a request to Chronicle, Customer will use reasonable efforts to
fix any error, bug, malfunction or network connectivity defect without escalation
to Chronicle. Thereafter, a Customer may submit a written request for technical
support through (a) the mechanism that Chronicle makes available for such purpose
in the Services, or (b) through email at chronicle-support@google.com (such
properly submitted request a "Request").
1.2 Characterization of Requests.
Customer designates P1-P4 Priority upon submission of Requests. Chronicle will
review Customer's Priority designation and may change designations that Chronicle
believes are incorrect. Chronicle will inform Customer of such change in its
response to the support Request. Chronicle's designation is final and binding on
Customer.
1.3 Procedures for Acknowledgement and Resolution of Requests.
When making a Request, Customer will provide all requested diagnostic information
and assist Chronicle as may be required to resolve a Request.
1.4 Request Acknowledgement.
Chronicle may respond to a Request by acknowledging receipt of the Request.
Customer acknowledges and understands that Chronicle may be unable to provide
answers to, or resolve all, Requests.
1.5 Feature Requests.
If Chronicle deems a Request to be a "Feature Request," Chronicle will log such
Request for consideration to add to a future update or release of the Services and
will consider the matter closed. Chronicle 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 Pre-General Availability Offerings.
Although Chronicle has no obligation to provide Chronicle TSS for alpha, beta,
preview, or any similarly-designated or other pre-general availability versions,
features, or functionality of the Services, Chronicle will consider Requests at
these development stages on a case-by-case basis.
2. Accessing Support.
Customer will provide first-level support to Customer End Users. Chronicle will
provide second-level support to Customer only.
3. General Provisions.
3.1 Maintenance.
To ensure optimal performance of the Services, Chronicle performs periodic
Maintenance. In most cases, Maintenance will have limited or no negative impact on
the availability and functionality of the Services. If Chronicle expects planned
Maintenance to negatively affect the availability or functionality of the
Services, Chronicle will use commercially reasonable efforts to provide at least 7
days' advance notice of the Maintenance. In addition, Chronicle may perform
emergency unscheduled Maintenance at any time. If Chronicle expects emergency
unscheduled Maintenance to negatively affect the availability or functionality of
the Services, Chronicle will use commercially reasonable efforts to provide