September 13, 2023

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Comprehensive Support

Guide

Last modified: September 13, 2023

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

View the current version

Apigee: The Apigee Support Services Guide at the following url:

https://cloud.google.com/terms/tssg/apigee

(the " Apigee Guide ") describes how Google will offer TSS to Customer for Apigee, except as outlined herein for Comprehensive Support. Capitalized terms used but not defined in this Comprehensive Support Guide have the meanings given to them in the Apigee Guide.

Apigee Edge: The Apigee Edge Technical Support Services Guidelines at the following url:

https://cloud.google.com/terms/apigee-support

(the " Apigee Edge Guide ") describes how Google will offer TSS to Customer for Apigee Edge, except as outlined herein for Comprehensive Support. Capitalized terms used but not defined in this Comprehensive Support Guide have the meanings given to them in the Apigee Edge Guide.

Looker (original): The Looker Support Services Guide for Looker (original) at the following url:

https://cloud.google.com/terms/tssg/looker

(the " Looker Guide ") describes how Google will offer TSS to Customer for Looker (original), except as outlined herein for Comprehensive Support. Capitalized terms used but not defined in this Comprehensive Support Guide have the meanings given to them in the Looker Guide.

Chronicle SIEM, Chronicle SOAR and Looker (Google Cloud core): Technical Support Services for Chronicle SIEM, Chronicle SOAR, and Looker (Google Cloud core) are provided by Google to Customer under the

Google Technical Support Services Guidelines

(the “Guidelines”), except as outlined herein for Comprehensive Support. Capitalized terms used but not defined in this Comprehensive Support Guide have the meanings given to them in the Guidelines.

Comprehensive Support

• Comprehensive Support. Customer may submit technical support Requests and billing inquiries.

• Covered Services. Google will only provide Comprehensive Support for the following Services: Chronicle SOAR, Chronicle SIEM, Looker (original), Looker (Google Cloud core), Apigee, and Apigee Edge (“Covered Service(s)”). Customer must maintain an active subscription for the corresponding Covered Service in order to receive Comprehensive Support.

• **Language. **Comprehensive Support will only be provided in English.

• Requests. All Requests must be submitted through the Google Support Tool.

• Maintenance Notifications. All notices regarding maintenance will be provided via the Google Support Tool or via an email to the Notification Email Address.

Target Initial Response Times for Comprehensive Support.

Priority Target Initial Response Times during the Hours of Operation

P1 N/A

P2 1 Business Day

P3 2 Business Days

P4 2 Business Days

**Enrollment and Unenrollment of Comprehensive Support. **Google will automatically enroll Customer in Comprehensive Support as part of Customer’s subscription to the Covered Services unless Customer is already enrolled in Standard, Enhanced, Premium Support or another paid support offering. Google will automatically unenroll Customer from Comprehensive Support if Customer no longer subscribes to the applicable Covered Service.

• Definitions.

8.1 “Google Support Tool” means the Admin Console or a support tool located at a URL (as may be updated from time to time) provided by Google.