September 13, 2023

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# Apigee Edge Technical
Support Services Guidelines

Last modified: September 13, 2023

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

View the current version

The Apigee Edge Technical Support Services Guidelines
(the “Guidelines”) describe how Google will offer TSS to
Customer for the Apigee Edge service (listed at

https://cloud.google.com/terms/services
;
the “Service”). Capitalized terms used but not defined
in these Guidelines have the meanings given to them in
Customer’s agreement with Google for the Service and
related technical support (the “Agreement”).

Apigee Edge Technical Support Services Guidelines v1.2

1. Obtaining Support

**1.1 Setting Named Customer Contacts**

Customer will identify Named Customer Contacts that are
knowledgeable about Customer’s operating environment and
the operation of the Service. These Named Customer
Contacts will serve as primary Support contacts between
Customer and Google. Named Customer Contacts must have, at
a minimum, initial basic product training and, as needed,
supplemental training appropriate for specific role or
implementation phase, migration, and /or specialized
product usage.

**1.2 Customer Efforts to Fix Errors; Support
Request Submission**

Before making a Request to Google, Customer will use
reasonable efforts to fix any error, bug, malfunction, or
network connectivity defect without escalation to Google.
Following such attempts, a Named Customer Contact may
submit a Request through the Apigee Support Portal located
at

cloud.google.com/apigee/support
.

**1.3 Priority Designations**

Customer designates P1 - P4 Priority on 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.

**1.4 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.

**1.5 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.

**1.6 Feature Requests**

If Google deems a Request to be a Feature Request, Google
will log the Request for consideration to add to a future
update or release of the Service and will consider the
matter closed. Google has no obligation to respond to or
resolve any Feature Request or to include any Feature
Request in any future update or release.

**1.7 Building Applications**

Google has no obligation to write or build any
Applications or write code to facilitate Applications.

**1.8 Early Access, Alpha, and Beta**

Although Google has no obligation to provide TSS for
Early Access, Alpha or Beta versions, features, or
functionality of the Service, Google will consider
Requests at these development stages on a case-by-case
basis.

2. Accessing Support

**2.1 Named Contacts**

Customer will provide first-level support to Customer End
Users; Google will not provide support to Customer End
Users. Google will provide second-level support to
Customer only through Named Customer Contacts. If Customer
wishes to change its Named Customer Contacts, it may do so
by following these

instructions
.

**2.2 Support Hours and Target Initial Response
Times**

Google will process Requests during the Hours of
Operation, unless otherwise indicated in these Guidelines.
Any Requests received outside the Hours of Operation will
be logged and processed during the next Business Day.
Target initial response times are based on support level
entitlement, as described in Section 4 (Production
Support) and 5.1 (Business Critical Support).

3. General Provisions

**3.1 Maintenance and Service
Notifications**

To ensure optimal performance of the Service, Google
performs periodic Maintenance. In most cases, Maintenance
will have limited or no negative impact on the
availability and functionality of the Service. If Google
expects planned Maintenance to negatively affect the
availability or functionality of the Service, Google will
use commercially reasonable efforts to provide at least 7
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 the Service, Google will use commercially
reasonable efforts to provide advance notice of such
Maintenance. Google may provide any notice to Customer
under this Section: (a) by sending an email to the
Notification Email Address, or (b) through the Admin
Console or Service Status Page at

https://status.apigee.com/
.
In this Section 3.1, "Notification Email Address" has the
meaning given in the Agreement or, if no such meaning is
given, means the email address(es) designated by Customer
in the Admin Console, or in the Order Form or Ordering
Document (as applicable), to receive certain notifications
from Google.

**3.2 Language Support Generally**

(a) Google will provide all support under these
Guidelines in the English language in principle.

(b) Japanese Language Support is currently limited to
Japan Business Hours (Weekdays : 9:00 to 18:00). Outside
of the Japan Business hours, Support will be provided in
English.

4. Production Support

**4.1 Offering**

Production Support includes the following:

(a) Automatic Service
upgrades and Maintenance updates.

(b) Support for billing
inquiries.

(c) Access to documentation,
white papers, online best practices guides, and community
forums.

(d) Requests are accepted
through the Apigee Support Portal for questions about
Service functionality, best practices guidance on how to
architect with the Service, and Service errors reports.

(e) Google will respond to P1
Priority support Requests with a target initial response
time of 1 hour 24 x 7.

(f) Google will respond to P2
Requests with an initial target response time of 8 hours
during the Hours of Operation.

(g) Google will respond to P3
and P4 support Requests with an initial target response
time of 24 hours during the Hours of Operation.

5. Enterprise Business-critical Support

**5.1 Offering**

Enterprise Business-critical Support includes all the
items in Production Support plus the following:

(a) Google will respond to P1
Requests with a target initial response time of fifteen
minutes 24 x 7.

(b) Google will respond to P2
Requests with a target initial response time of 4 hours
during the Hours of Operation.

(c) Google will respond to P3
and P4 Requests with an initial target response time of 24
hours during the Hours of Operation.

6. Comprehensive Support

Google will provide Comprehensive Support as described at

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

7. Professional Services

Depending on the type, scope, and duration of any
professional services requested (e.g., implementation,
configuration, data migration, or other forms of technical
assistance), additional fees and terms may apply.

8. Collaborative Support

**8.1 Collaborative Support**

In recognition that Customer may deploy and use the
Service in connection with or that rely upon a range of
third party hardware and software components and computing
platforms, resolving Requests may sometimes require input
from third party providers who have qualified to
participate in the Google Cloud Platform collaborative
support program (such providers, "Collaborative Support
Partners"). Google will, in its reasonable determination,
identify to Customer any Requests that require the
involvement of Collaborative Support Partner(s). Google
may include Collaborative Support Partners in support
communications with Customer, subject to the following
terms:

(a) Google will maintain a
current list of Collaborative Support Partners and their
respective products and services that are supported
at

https://cloud.google.com/terms/tssg/collab-partners.

(b) Customer may only receive
support from a Collaborative Support Partner if Customer
has a valid support agreement in place with that
Collaborative Support Partner. Neither these Guidelines
nor the Agreement grant to Customer any right to receive
support services from Collaborative Support Partners.

(c) Google will include
Collaborative Support Partners in direct support
communications with the Customer solely at Customer's
direction. For telephonic support, Google Support
Personnel will only include a Collaborative Support
Partner on a telephone call with Customer's prior verbal
consent on the call. For support provided by email or
other electronic means, Google Support Personnel will only
reach out to a Collaborative Support Partner after
receiving written consent from Customer.

(d) When Customer consents to
include a Collaborative Support Partner in an ongoing
support case, Customer consents to Google providing that
Partner with information Google reasonably deems relevant
to the Request, which may include the Customer's name,
contact information, and a description of the Request. The
Collaborative Support Partner, not Google, is solely
responsible for the processing and use of any information
Customer or Google provides to that Collaborative Support
Partner in the course of providing support services.

9. Definitions

**9.1 24 x 7**

24 x 7 means twenty-four hours a day, seven days a week.

**9.2 Business Day**

Business Day means any day during the Hours of Operation.

**9.3 Business Hours**

When setting up their Support access, Customers will need
to choose their Preferred Time Zone for Support. There are
four options:

(a) Business Hours in APAC
means 08:00 Sydney to 17:00 Bangalore on Monday to Friday.

(b) Business Hours in EMEA
means 08:00 Riyadh to 17:00 Reykjavik on Monday to Friday.

(c) Business Hours in US East
means 08:00 Sao Paulo to 17:00 Chicago on Monday to
Friday.

(d) Business Hours in US West
means 08:00 Denver to 17:00 San Francisco on Monday to
Friday.

**9.4 Named Customer Contacts**

Named Customer Contacts means individual Customer users
who are designated by Customer as primary Support contacts
and who are allowed to contact Google for technical
support.

**9.5 Enterprise Business Critical Support**

Enterprise Support means the technical support offering
described in Section 5.

**9.6 Feature Request**

Feature Request means a Request to incorporate a new
feature or enhance an existing feature of the Service that
is currently not available as part of the existing
Service.

**9.7 Google Support Personnel**

Google Support Personnel means the Google representatives
responsible for handling Requests.

**9.8 Hours of Operation**

Hours of Operation means 08:00 on Monday to 17:00 on
Friday, except for holidays, in local time for each region
documented in Section 7.3.

**9.9 Holidays**

Apigee Edge holidays by support location:

(a) US East and US West (12 days):

- New Year’s Day – 1 day

- Martin Luther King Day - 1 day

- Presidents Day - 1 day

- Memorial Day - 1 day

- Independence Day - 2 days

- Labor Day - 1 day

- Thanksgiving - 2 days

- Christmas Day – 2 days

- New Year’s Eve - 1 day

(b) EMEA (8 days)

- New Year’s Day - 1 day

- Good Friday - 1 day

- Easter Monday - 1 day

- May Day Bank Holiday - 1 day

- Spring Bank Holiday - 1 day

- Summer Bank Holiday - 1 day

- Christmas Day – 1 day

- Boxing Day – 1 day

(c) Asia Pac (3 days)

- New Year’s Day - 1 day

- Labour / May Day - 1 day

- Christmas – 1 day

**9.10 Maintenance**

Maintenance means maintenance work that is performed on
hardware or software delivering the Service.

**9.11 P1**

P1 means production API runtime traffic severely
impacted.

- You have had a substantial loss of service.

- Your business operations have been severely disrupted.

- No workaround is available.

**9.12 P2**

P2 means an issue that has significant user impact but
production API runtime traffic is unaffected.

- Operations can continue in a restricted fashion.

- A project milestone is at risk.

- A temporary workaround is available.

**9.13 P3**

P3 means an issue that affects non-critical product
functionality but production API runtime traffic is
unaffected.

- A workaround is available.

**9.14 P4**

P4 means an enhancement request.

**9.15 Priority**

Priority means the level of impact a Request is having on
Customer's operations and is used to establish initial
target response times. Priority is established on a scale
of P1 through P4.

**9.16 Request**

Request means a request from a Named Customer Contact to
Google Support Personnel for technical support to resolve
a question or problem report, or service regarding the
Service.

[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],[],[],[]]