October 11, 2022

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# Looker Platform Support Services Guide

Last modified: October 11, 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. 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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