September 20, 2022

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Google Cloud Platform

Services: Technical Support Services Guidelines

Last modified: September 20, 2022

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

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

Regardless of any other statement in the Agreement or these Guidelines, Google does not offer Technical Support Services (“TSS”) to Customer for Cloud Identity or Data Studio. For Cloud Identity Google will instead provide Customer support in accordance with the Cloud Identity Technical Support Services Guidelines (available at https://cloud.google.com/terms/identity/tssg) and for Looker services, except as described in the Looker Support Services Guide (available at https://cloud.google.com/terms/tssg/looker). Google offers TSS to Customer for Firebase services, except as described in the Firebase Technical Support Services Guide (available at https://cloud.google.com/terms/tssg/firebase/).

General Support Services Terms

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 change designations that Google believes are incorrect. Any such determination made by Google is final and binding on Customer.

   • 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. 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 Request, Google will log such Request for consideration to add to a future update or release of the Services and will consider the matter closed. Google is under no obligation to respond to or resolve any