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# Cloud Identity Technical
Support Services Guidelines

Last modified: October 12, 2021

This is not the current version of this document
and is provided for archival purposes.

View the current version

The following technical support services guidelines
("Guidelines") apply to support services for your use of
"Cloud Identity Core Services" ordered via the Cloud
Identity - Premium edition. Capitalized terms not defined
herein have the meaning set forth in the agreement that
governs your use of Cloud Identity Core Services
("Agreement"). For clarity, Google will have no obligation
under the Agreement (or these Guidelines) to provide support
for any of the services set forth at the following URL:
https://support.google.com/a/answer/181865

1. **Support Request Submission**.

1.1 **General**.
Customer may submit Requests through the Admin Console or
through the support portal.

1.2 **Customer Efforts
to Fix Errors**. Prior to making a Request to Google,
Customer will use reasonable efforts resolve issues, to fix any
error, bug, malfunction or network connectivity defect without
escalation to Google. Thereafter, a Customer Administrator may
submit a written request for technical support through the
Google Help Center, Admin Console, or support portal as provided
by Google.

1.3 **Characterization
of Requests**. Customers designate priority upon
submission of Requests. Upon receiving a request from Customer
Contact, Google will determine whether the request is a "Service
Unusable," "Standard Request" or a "Feature Request" (as defined
in Section 8). 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.

1.4 **Procedures for
Acknowledgement and Resolution of Requests**. When
making a Request, Customer will provide requested diagnostic
information including but not limited to: (i) describing the
problem, the configuration, and Customer's network; (ii)
providing relevant data; and (iii) communicating further via
email or online to answer questions and assist Google Support
Personnel as appropriate.

1.5 **Request
Acknowledgement**. Google may respond to a Request by
acknowledging receipt of the Request. Customer acknowledges and
understands that Google may be unable to provide answers to, or
resolve all, Requests.

1.6 **Feature
Requests**. If Google deems a Request as a Feature
Request, Google may log such Request for consideration to add to
a future update or release of the Services and will consider the
matter closed. Alternatively, Google may provide a portal to
submit product feature ideas which allows Customer to submit
such Feature Requests. Google 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.

2. **Accessing Support**.

2.1 **Google Help
Center**. Customer and Customer's End Users of the
Cloud Identity Core Services are provided product documentation
and instructions on how to contact support through the Google
Help Center, which is accessible at
https://support.google.com/cloudidentity#topic=7516500
or such URL as Google may provide. Customer may contact support
solely through the Admin Console which allows submission of
requests online. Customer is responsible for responding to any
questions and complaints by End Users or other third parties
relating to Customer's or its End Users' use of the Services,
with such support services to be provided at Customer's own
expense.

2.2 **Support Hours and
Target Initial Response Times**. Google will provide
access to Google Help Center, Admin Console, and online support
for customers on a 24 x 7 basis. Written P1 Priority support
Requests are responded to with a target initial response time of
one hour and are responded to 24 x 7. Written P2, P3, and P4
Priority support Requests submitted via the Online Help Center,
Admin Console or support portal are responded to with an initial
target response time of 1 business day or less. Any Requests
received online will be responded to directly by Google Support
Personnel as further stated at:
https://support.google.com/cloudidentity/answer/7664425

2.3 **Customer PIN Required
to Access Support**. Customer Administrator(s) are
required to provide a current Customer PIN when making a
Request. Customer Administrator(s) will obtain such Customer PIN
in the Admin Console in order to access and receive support for
the Cloud Identity Covered Services from Google. If Customer
Administrator is unable to provide the current Customer PIN when
prompted, the Customer Administrator will only be able to access
the online Google Help Center, until such time as the Customer
PIN has been provided. The Customer PIN updated periodically and
can only be generated by Customer’s Administrator in the Admin
Console.

3. **Chrome Support. **

3.1 **Availability of
Support**. In addition to Requests related to the Cloud
Identity Core Services, Google will also respond to Requests
related to Chrome as set forth in these Guidelines. Such
Requests will be responded to in English language only.

3.2 **Supported Issue
Types**. Requests related to Chrome installation,
Chrome Core Functionality, Chrome’s security, administrative
policies, and Chrome’s interoperability with Cloud Identity Core
Services on Supported Platforms are responded to by Google
Support Personnel as set forth in these Guidelines. Google may
choose not to respond to Requests for other Chrome related
technical issues, such as but not limited to, rendering problems
for specific web pages, technical issues related to the
underlying operating system, device driver or printer problems.
If Google makes a code change to resolve a technical issue, the
code change is released in an upcoming release and will not be
ported back to an earlier version of Chrome.

4. **Standard Support.**

Customers will receive Standard
Support which includes the following:

Automatic product upgrades of the
Cloud Identity Core Services

Maintenance updates of the Cloud
Identity Core Services

Online self help and training for
End Users and Administrators designed to assist Customers with
implementation and use of the Cloud Identity Core Services

Access to support via Admin
Console, online or via dedicated support portal.

Status Dashboard and support portal
providing current publicly available status information for the
Cloud Identity Core Services

**5. General Provisions**. ****

5.1 **Updates to
Guidelines**. Google may update these Guidelines from
time to time.

5.2 **Maintenance**.
To ensure optimal performance of the Services, Google performs
periodic Maintenance. In most cases, Maintenance will have
limited or no negative impact on the availability and
functionality of the Cloud Identity Core Services. If Google
expects planned Maintenance to negatively affect the
availability or functionality of the Cloud Identity Core
Services, Google will use commercially reasonable efforts to
provide at least seven days 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 Cloud Identity Core Services, Google will
use commercially reasonable efforts to provide advance notice of
such Maintenance. Maintenance notices noted above will be
provided via the Cloud Identity Status Dashboard or Admin
Console.

5.3 **Language**. The
parties agree that all support provided by Google Support
Personnel pursuant to these Guidelines will be provided in
English language, or in one of the many additional languages
during listed hours documented in these Guidelines or at
https://support.google.com/a/table/3247295 or
such other URL as Google may provide. Target Initial Response
Times for language support other than English are applicable
during the hours listed
here: https://support.google.com/a/table/3247295 Support
outside of these hours can be obtained via English support
channels.

5.4 **Term of
Support**. Google will only provide the support
services described in these Guidelines during the term of the
Agreement and will have no obligation to provide any support
services to Customer after the expiration or termination of such
Agreement.

6. **Glossary of Definitions**.

For the purpose of these
Guidelines, the capitalized terms below will have the following
meanings:

**"Chrome"** means the
Chrome web browser as released by Google for Supported Platforms
and available for download at the
URL http://www.google.com/chrome/ or
the MSI installer provided at the
URL https://www.google.com/chrome/business/ or
at another URL that Google may provide.

**"Chrome Core Functionality"** means the features and
functionality in the latest released Chrome browser version,
excluding Google Chrome extensions, Google Play, Chrome Web
Store, and Google Cloud Print.

**"Customer Contacts"** means Administrators designated
in the Admin Console.

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

**"Google Support Personnel"** mean the support
representatives responsible for handling technical support
requests.

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

**"Priority"** means the level
of impact a Request is having on Customer's operations and is
used to establish target response times. Definitions of
available priority levels can be found on our help center:
https://support.google.com/cloudidentity/answer/7664425

**"Request"** means a
request from Customer to Google Support Personnel for technical
support to resolve a question or problem report regarding the
Cloud Identity Core Services.

**"Service Unusable"** means a production issue that
prevents more than one of the Customer’s End Users from access
to, or use of, the Cloud Identity Core Services, or where
Customer's network is not receiving any inbound email (and/or
outbound email) from the Cloud Identity Core Services. Customer
must identify a Request as Service Unusable by designating it as
a P1 Priority support Request.

**"Standard Request"** means a Request made by Customer
to Google that is not a Service Unusable Request or Feature
Request.

**"Supported Platform"** as
listed
at https://support.google.com/a/bin/answer.py?answer=2763059 means
an operating system and version for which i) Chrome is released
by Google and ii) support under these Guidelines is provided.
Google may choose not to respond to issues with preview versions
of Chrome (also known as beta, dev, and canary) or preview
features. Chrome OS is not a Supported Platform under these
Guidelines; dedicated Google technical support and hardware
service for Chrome OS is available under a separate agreement.
For clarity, Chrome Frame is a separate product not covered
under these Guidelines.

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