October 29, 2020

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Looker Premium Support Services Guide

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Last modified: October 29, 2020

This is not the current version of this document and is provided for archival purposes.
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The Google Cloud Platform Technical Support Services Guidelines
(the "Guidelines") describe how Google
will offer TSS to Customer for Looker Services, except as outlined in this Looker Premium
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.

Google will offer Premium Support to Customer for Looker Services as detailed below:

**Services Updates**

New Releases. Google will notify Customer
of new Looker Services releases if and when they are made available. Releases may include
Looker Services version updates, feature releases, and patches. Google will provide new
Looker Services releases in accordance with the Maintenance Schedule.

End of Life Policy. Google provides active support to the most recent minor release
(e.g. 6.4), the previous two minor releases (e.g. 6.2, 6.0) and the most recent Extended
Support Release. Beyond these releases, Google considers versions End-of-Life (EOL) as
designated by the Officially Supported Releases at
looker.com/docs/supported-releases.

**Designated Contacts**

**For the Looker Services,** "Designated Contacts" means individuals who have
been designated as administrators or technical employees with access to the Admin Console or
individuals who have been assigned to Admin or Developer roles within the Looker Services.

**Language Support**

The parties agree that all support provided by Google for the Looker Services will be in
either English or Japanese languages.

**TAMs**

A Technical Account Manager for the Looker Services may be purchased, subject to additional
fees and terms. Please contact your account team for pricing details.

**Enrollment and Unenrollment**

If Customer is an existing Google Cloud Premium Support customer, instead of the 1-year Fee
commitment, Customer's term for the Looker Premium Support Services will be pro-rated to
co-terminate with Customer's Google Cloud Premium Support term.

**Collaborative Support**

Collaborative Support is not available for the Looker Services.

**Definitions**

Google Support Personnel means the Google representatives responsible for handing
Looker Services Requests.

Maintenance Schedule means the schedule described at
Looker Maintenance Schedule.

**Additional Terms**

Core Support for Looker Services will be provided pursuant to the Looker Technical Support
Services Guidelines, at

https://looker.com/trust-center/legal/customers/support.

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 Services.

Except as otherwise noted, the content of this page is licensed under the Creative Commons Attribution 4.0 License, and code samples are licensed under the Apache 2.0 License. For details, see the Google Developers Site Policies. Java is a registered trademark of Oracle and/or its affiliates.

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