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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.

8.2 "Hours of Operation"
means 17:00 on Sunday to 17:00 on Friday Pacific Time
Zone, except for holidays in local time for each region
documented in the Google Support Tool.

8.3 "P1" means Critical
Impact – Service Unusable in Production.

8.4 "P2" means High Impact –
Service Use Severely Impaired.

8.5 "P3" means Medium Impact
   - Service Use Partially Impaired.

8.6 "P4" means Low Impact –
Service Fully Usable.

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