October 30, 2024

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Google Cloud Platform

Services: Technical Support Services Guidelines

Last modified: October 30, 2024

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

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These technical support services guidelines (“Guidelines”) are incorporated into the agreement under which Google has agreed to provide Google Cloud Platform (as described at

https://cloud.google.com/terms/services) to Customer (the “Agreement”). Capitalized terms used but not defined in the Guidelines have the meaning given to them in the Agreement. Google does not provide Technical Support Services (“TSS”) for certain Google Cloud Platform Services and some Google Cloud Platform Services and related products are subject to additional or different technical support terms as noted in the General Support Services Terms: Exceptions section.

1. Generally. As part of Customer's purchase of Google Cloud Platform Services, Google will provide Basic (formerly Bronze) Support to Customer. Customer may order additional TSS for an additional fee.

2. Basic Support. Customer will receive automatic Services upgrades and Maintenance updates, support for billing inquiries, and access to documentation, white papers, online best practices guides, and community forums.

3. Support Request Submission.

   • 3.1. First Line Support. Customer will provide first-level support to Customer End Users. Google will provide second-level support to Customer’s Designated Contacts only.

   • 3.2. 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, Customer may submit a Request for TSS.

   • 3.3. Characterization of Requests. Customer designates P1-P4 priority upon submission of Requests. Google will review Customer's priority designation and may reclassify designations (a) that Google believes are incorrect or (b) where Customer fails to maintain continuous availability, as described in Section 3.4 (Procedures for Acknowledgement and Resolution of Requests) through the resolution of a Request. Any such determination made by Google is final and binding on Customer. Any reclassification by Google of the Priority designation pursuant to subsection (b) will be reversed once Customer resumes continuous availability with Google in accordance with Section 3.4 (Procedures for Acknowledgement and Resolution of Requests).

   • 3.4. Procedures for Acknowledgement and Resolution of Requests. When making a Request, Customer will provide all requested diagnostic information and assist Google Support Personnel as may be required to resolve a Request. Customer must provide up-to-date contact information (i.e., phone or email) to assist with data gathering, testing and applying resolutions. In the case of P1 Requests, Customer must maintain continuous availability until resolution of such Requests. Upon resolution of a Request, Customer may receive an optional survey to provide feedback to Google on the support Request experience.

   • 3.5. 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.

   • 3.6. Feature Requests. If Google deems a Request to be a Feature