October 1, 2020

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# Chronicle Technical Support Services Guidelines

Last modified: October 01, 2020

This is not the current version of this document and is provided
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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
advance notice of such Maintenance. Chronicle may provide any notice to Customer
under this Section (a) by sending an email to the Notification Email Address, or
(b) through the Services.

3.2 Language Support Generally.

Chronicle will provide all support under these Guidelines in the English
language.

3.3 Support Data Processing Activities.

Chronicle collects and processes Support Data for the purpose of providing
Chronicle TSS under these Guidelines and maintaining the Services.

#### 4. Support.

Chronicle will provide Customer with technical support according to the level of
support Chronicle agreed to provide Customer.

4.1 Basic.

The Basic Support includes the following: automatic Services upgrades and
Maintenance updates, support for billing, product defect and technical inquiries
as well as access to documentation and release notes. Requests are responded to
with an initial target response time of one business day.

#### 5. Definitions

"Feature Request" means a Request to incorporate a new feature or enhance an
existing feature of the Services that is currently not available as part of the
existing Services.

"Maintenance" means maintenance work that is performed on hardware or software
delivering the Services.

"P1" means Critical Impact - Service unusable or major business or financial
impact.

"P2" means High Impact - Service use severely impaired.

"P3" means Medium Impact - Service use partially impaired.

"P4" means Low Impact - Service fully usable.

"Priority" means the level of impact a Request is having on Customer's operations
and is used to establish initial target response times. Priority is established on
a scale of P1 through P4.

"Request" means a request from Customer for technical support to resolve a
question or problem report regarding the Services.

"Support Data" means account details and the information that Customer provides
to Chronicle for the purpose of obtaining Chronicle TSS under these Guidelines,
including requests for support and the details provided to Chronicle about the
specific support issue.

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