Home
Stay organized with collections
Save and categorize content based on your preferences.
Chronicle SIEM
Technical Support Services Guidelines
Last modified: October 26, 2022
This is not the current version of this document
and is provided for archival purposes.
View the current version
The Chronicle SIEM Technical Support Services
Guidelines (the “Guidelines”) describe how Google will
offer TSS to Customer for Chronicle SIEM. Capitalized
terms used but not defined in these Guidelines have the
meanings given to them in Customer’s agreement with
Google for the Services and related technical support
(the “Agreement”).
- 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 may submit a written request for
technical support through (a) the mechanism that Google
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. Google will review Customer's Priority
designation and may change designations that Google
believes are incorrect. Google will inform Customer of
such change in its response to the support Request.
Google’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 Google as may
be required to resolve a Request.
1.4 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.
1.5 Feature Requests.
If Google deems a Request to be a “Feature Request,”
Google will log such Request for consideration to add to a
future update or release of Chronicle SIEM and will
consider the matter closed. 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.
1.6 Pre-General Availability Offerings.
Although Google has no obligation to provide TSS for
alpha, beta, preview, or any similarly-designated or other
pre-general availability versions, features, or
functionality of Chronicle SIEM, Google will consider
Requests at these development stages on a case-by-case
basis.
- Accessing Support.
Customer will provide first-level support to Customer End
Users. Google will provide second-level support to
Customer only.
- General Provisions.
3.1 Maintenance.
To ensure optimal performance of Chronicle SIEM, Google
performs periodic Maintenance. In most cases, Maintenance
will have limited or no negative impact on the
availability and functionality of Chronicle SIEM. If
Google expects planned Maintenance to negatively affect
the availability or functionality of Chronicle SIEM,
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 emergency
unscheduled Maintenance to negatively affect the
availability or functionality of Chronicle SIEM, Google
will use commercially reasonable efforts to provide
advance notice of such Maintenance. Google may provide any