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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
Feature Request or to include any such Feature
Request in any future update or release.
- 3.7. *Building Applications*. For
clarity, Google has no obligation under these
Guidelines to: (a) write, build or improve any
software Applications, or write code to
facilitate Applications; (b) configure the
Services for Customer; or (c) design, build or
review Customer infrastructure.
- 3.8. *Pre-General Availability
Offerings*. Google has no obligation to
provide TSS for Pre-GA Offerings, but will
consider Requests relating to Pre-GA Offerings
on a case-by-case basis.
4. **Accessing Support.**
- 4.1. *Setting Designated Contacts*.
Customer-designated support admins may add
Designated Contacts to its Account. Solely with
respect to Silver, Gold, and Platinum TSS, if
Customer wishes to change its Designated
Contacts, it will notify Google via the Google
Support Tool at least five Business Days prior
to the change, as applicable.
- 4.2. *Support Hours and Target Initial
Response Times*. Google will process
Requests during the Hours of Operation and in
accordance with the applicable target initial
response times for each support level, unless
otherwise indicated in these Guidelines. Any
Requests received outside of the Hours of
Operation will be logged and processed during
the next Business Day.
- 4.3.
*Compliance with Applicable Law.* Google
will not provide TSS if prohibited from
doing so by applicable law.
5. **Maintenance.** To
ensure optimal performance of the Services,
Google performs periodic Maintenance. In most
cases, Maintenance will have limited or no
negative impact on the availability and
functionality of the Services. If Google expects
planned Maintenance to negatively affect the
availability or functionality of the Services,
Google will use commercially reasonable efforts
to provide at least seven days' advance notice
of the Maintenance. In addition, Google may
perform emergency unscheduled Maintenance at any
time. If Google expects such emergency
unscheduled Maintenance to negatively affect the
availability or functionality of the Services,
Google will use commercially reasonable efforts
to provide advance notice of such Maintenance.
Maintenance notices noted above will be provided
via the Google Support Tool or via an email to
the Notification Email Address.
6. **Language
Support.** All support provided by
Google pursuant to these Guidelines will be
provided in the English language except as
provided
at https://cloud.google.com/support/docs/language-working-hours.
7. **Support Data Processing
Activities.** Google collects and
processes Support Data for the purpose of
providing TSS under these Guidelines and
maintaining the Services.
8. **Technical Account Management
(TAM).** As part of the Platinum,
Enterprise and Premium Support offerings,
Customer will receive access to a named
Technical Account Manager to: (a) assist
Customer in developing a strategy with respect
to the Services, (b) provide best practice
guidance on implementation and use of the
Services, and (c) manage technical support
escalations and coordinate with Google subject
matter experts to address technical inquiries
related to the Services. Additional access to
Technical Account Management may be purchased,
subject to additional fees and terms.
9. **Professional
Services.** In addition to the
support and maintenance services described
above, Google may provide limited advisory
services to Customer under these Guidelines in
accordance with an order form executed by Google
and Customer and datasheets associated with the
services. Additional fees may apply. Advisory
services are recommendations only. Customer is
responsible for the results achieved when
determining whether to implement recommendations
from Google. Google may deliver recommendations
to Customer in the form of a working paper or
report, which Customer may use, modify and
reproduce for its internal business purposes.
Google will not otherwise license any
intellectual property to Customer as part of the
advisory services provided under these
Guidelines. Any other advisory, professional or
implementation services will be subject to the
terms of a separate agreement between Google and
Customer.
10. **Collaborative
Support.** In recognition that
Customer may deploy and use Services that are
offered 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:
- 10.1. 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.
- 10.2. Google will
include Collaborative Support Partners in direct
support communications with Customer solely at
Customer's direction. Google Support Personnel
will only reach out to a Collaborative Support
Partner after receiving Customer’s consent.
- 10.3. When Customer
consents to include a Collaborative Support
Partner in an ongoing support case, Customer
consents to Google providing that Collaborative
Support Partner with Support Data Google
reasonably deems relevant to the Request,
including Customer's name, contact information,
and a description of the Request. When Customer
directs Google to engage a Collaborative Support
Partner, the Collaborative Support Partner acts
as an independent contractor of the Customer,
not Google. The Collaborative Support Partner,
not Google, is solely responsible for the
processing and use of any information, including
Support Data, provided to that Collaborative
Support Partner in the course of providing
support services.
11. **Resold
Customer.** A customer (a “Resold
Customer”) of a Google-authorized unaffiliated
Google Cloud Platform reseller (a “Reseller”)
may purchase Google-supplied technical support
services that are approved and enabled for
resale through the Reseller (“Resold TSS”),
provided that:
- 11.1. the prices
and fees for Resold TSS, and the terms
applicable to Resold Customer’s use of Resold
TSS, are agreed as between Resold Customer and
the Reseller;
- 11.2. any payment
for Resold TSS is made directly to Reseller
under Resold Customer’s applicable agreement
with the Reseller; and
- 11.3. Google will
not provide Resold Customer any billing inquiry
support on the Services.
12. **Chrome Support**. If Customer
purchases Enhanced or Premium Support then
Google Support Personnel will also respond to
Requests related to Chrome installation, Chrome
Core Functionality, Chrome’s security and
administrative policies, and Chrome’s
interoperability with Services on Supported
Platforms as set forth in these Guidelines.
Google may choose not to respond to Requests for
other Chrome related technical issues, such as
but not limited to, rendering problems for
specific web pages, technical issues related to
the underlying operating system, device driver
or printer problems. If Google makes a code
change to Chrome to resolve a technical issue,
that code change will be released in an
upcoming release and will not be ported back to
an earlier version of Chrome.
**13. Additional Definitions.**
- 13.1.
*"Application"* has the meaning given in
the Agreement or, if not such meaning is given,
has the meaning given to “Customer Application”
in the Agreement.
- 13.2. *"Business
Day"* means any day during the Hours of
Operation.
- 13.3.
*"Chrome"* means the Chrome web browser
as released by Google for Supported Platforms
and available for download at the URL
https://www.google.com/chrome/
or the installer provided at the URL
https://chromeenterprise.google/browser/ or
at another URL that Google may provide.
13.4.* **"Chrome Core
Functionality"* means the features and
functionality in the latest released Chrome
browser version, excluding Google Chrome
extensions, and Google Play.
13.5.* "Customer End User"* has the meaning
given in the Agreement or, if no such meaning is
given, has the meaning given to “End Users” in
the Agreement.
- 13.6.
"*Designated Contacts"* means
administrators or technical employees designated
by Customer or Reseller (if Customer is
accessing TSS as a customer of a Reseller) who
are allowed to contact Google for technical
support.
- 13.7.
*"Feature Request"* means a Request by a
Designated Contact to incorporate a new feature
or enhance an existing feature of the Services
that is currently not available as part of the
existing Services.
- 13.8. *"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.
- 13.9. *"Google
Support Personnel"* means the Google
representatives responsible for handling
Requests.
- 13.10. *"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.
- 13.11.
*"Maintenance"* means maintenance work
that is performed on hardware or software
delivering the Services.
13.12.*
"Notification Email Address"* has the
meaning given in the Data Processing and
Security Terms.
13.13.*
"P0"* means impact to operating
environments that have been provisioned to
support Mission Critical Services.
13.14.*
"P1"* means Critical Impact – Service
Unusable in Production.
- 13.15.
*"P2"* means High Impact – Service Use
Severely Impaired.
13.16.*
"P3"* means Medium Impact – Service Use
Partially Impaired.
- 13.17. "P4" means
Low Impact – Service Fully Usable.
- 13.18.
*"Priority"* means P0, P1, P2, P3 or P4
depending on the level of impact a Request is
having on Customer's operations and is used to
establish initial target response times.
13.19.* **"Request"* means a request
from a Designated Contact to Google Support
Personnel for technical support to resolve a
question or problem report regarding the
Services, Chrome, or Chrome Core Functionality,
as applicable.
13.20.*
"Reseller"* has the meaning given to it in
Section 11 (Resold Customer) in the General
Support Service Terms of these Guidelines.
13.21.* "Support
Data"* means account details and the
information that Customer provides to Google for
the purpose of obtaining TSS under these
Guidelines, including requests for support and
the details provided to Google about the
specific support issue.
- 13.22. *"Support
Role"* means the level of support
available to a Designated Contact under
Role-Based Support, as defined by one of two
tiers (Development or Production) and as
designated by Customer in accordance with
Section 1 (Support Roles) of the Role-Based
Support terms.
13.23.*
"Supported Platform"* means an operating
system and version listed at
https://support.google.com/a/bin/answer.py?answer=2763059
for which Chrome is released by Google. Google
may choose not to respond to issues with preview
versions of Chrome (also known as beta, dev, and
canary) or preview features. Chrome OS is not a
Supported Platform under these Guidelines;
dedicated Google technical support and hardware
service for Chrome OS is available under a
separate agreement. For clarity, Chrome Frame is
a separate product not covered under these
Guidelines.
- 13.24. *"Value
Add Services"* means additional TSS
available to Customer for an additional fee.
Standard Support
1. **Standard
Support.** Standard Support
includes unlimited Designated Contacts.
2. **Target Initial Response Times
for Standard Support.**
**Priority**
**Target Initial Response Times
during the Hours of Operation**
**P1**
**N/A**
**P2**
**4 hours**
**P3**
**8 hours**
**P4**
**8 hours**
3. **Enrollment and Unenrollment of
Standard Support.**
3.1 Standard
Support requires a minimum commitment through
the end of each calendar month.
3.2 Customer may
unenroll from Standard Support through the
Google Support Tool, in which case Basic Support
will apply after the end of the calendar month.
If Customer upgrades from Standard Support, the
applicable Fees for the new support level will
be calculated from the date of such upgrade.
Enhanced Support
1. **Enhanced Support**
- 1.1. Enhanced
Support includes unlimited Designated Contacts.
- 1.2. *Value
Add Services*. Customer may purchase the
following Value Add Services for an additional
fee:
- 1.2.1. *Technical Account Advisor
Service (TAAS)*. Customer will receive
access to a Technical Account Advisor. TAAS
includes: (a) guided support onboarding, (b)
guidance on best practices for case handling,
(c) management of technical support escalations,
(d) reviews of operational and case metrics, and
(e) recommendations for training and
optimization of the Services.
- 1.2.2. *Assured Support for Enhanced
Support*. Google will provide TSS for
Assured Workloads (“Assured Support”) in
accordance with the Customer-selected Admin
Console controls. All Requests for Assured
Support by Customer must be submitted via the
“create case” option from within the Google
Support Tool and include the project name (ID)
in the project field, which corresponds to an
Assured Workloads project. Google will provide
Assured Support in the English language only.
- 1.2.3. *Planned
Event Support (PES)*. If Customer wishes
to purchase PES for an event, it must do so no
less than 30 days before that event to ensure
proper planning. Each event is limited to a
maximum of five calendar days. During each
event, regardless of Section 2 (Target Initial
Response Times for Enhanced Support) below,
Google will respond to P1 Requests that are
related to the event with a target initial
response time of 15 minutes. Customer can
purchase PES for up to three events per calendar
year.
- 1.2.4. *Sovereign Controls by Sovereign Partners Support for Enhanced Support. *If
(i) Customer is using Sovereign Controls by
Sovereign Partners; (ii) the Sovereign Partner
does not provide technical support for Sovereign
Controls by Sovereign Partners; and (iii)
Customer has purchased Enhanced Support, then
Google will provide TSS for the In-scope Google
Cloud Controls defined in the Service Specific
Terms (“Sovereign Controls by Sovereign Partners
Support”) in accordance with the
Customer-selected security controls in the Admin
Console. All Requests for Sovereign Controls by
Sovereign Partners Support must be submitted via
the “create case” option from within the Google
Support Tool and include the Project name (ID)
in the Project field, which corresponds to a
Sovereign Controls by Sovereign Partners Project
with the relevant Sovereign Partner. Google will
provide Sovereign Controls by Sovereign Partners
Support in the English language only.
2. **Target Initial Response Times
for Enhanced Support.**
**Priority**
**Target Initial Response
Times**
**P1**
**1 hour**
**P2**
**4 hours**
**P3**
**8 hours***
**P4**
**8 hours***
*during the Hours of Operation
3. **Enrollment and Unenrollment of
Enhanced Support.**
- 3.1. Enhanced
Support requires a minimum commitment through
the end of each calendar month or as described
in the applicable Order Form.
- 3.2. Customer may
unenroll from Enhanced Support by notifying
Google in writing or through the Google Support
Tool, as applicable, in which case Basic Support
will apply after the end of the applicable
commitment period. If Customer enrolls in
another support level other than Basic Support,
the applicable Fees for the new support level
will be calculated from the date of such new
enrollment.
Premium Support and Partner-Led Premium Support
1. **Premium Support.**
- 1.1. Premium
Support includes unlimited Designated Contacts.
- 1.2. Premium
Support includes support from Google's Technical
Account Management, as described in Section 8 of
the General Support Services Terms (Technical
Account Management).
- 1.3. *Value
Add Services*. Customer may purchase the
following Value Add Services for Premium Support
for an additional fee:
- 1.3.1. *Assured Support for Premium
Support*. Google will provide TSS for
Assured Workloads (“Assured Support”) in
accordance with the Customer-selected Admin
Console controls. All Requests for Assured
Support by Customer must be submitted via the
“create case” option from within the Google
Support Tool and include the project name (ID)
in the project field, which corresponds to an
Assured Workloads project. Google will provide
Assured Support in the English language only.
- 1.3.2. *Mission Critical Services
(MCS)*. Google will provide a target
initial response time of 5 minutes for P0 cases
for operating environments that have been
provisioned to support MCS, as noted in the
table in Section 3 (Target Initial Response
Times for Premium Support and Partner-Led
Premium Support). Google will provide TSS for
MCS in the English language only.
- 1.3.3.
*Sovereign Controls by Sovereign Partners Support for Premium Support. *If
(i) Customer is using Sovereign Controls by
Sovereign Partners; (ii) the Sovereign Partner
does not provide technical support for Sovereign
Controls by Sovereign Partners; and (iii)
Customer has purchased Premium Support, then
Google will provide TSS for the In-scope Google
Cloud Controls defined in the Service Specific
Terms (“Sovereign Controls by Sovereign Partners
Support”) in accordance with the
Customer-selected security controls in the Admin
Console. All Requests for Sovereign Controls by
Sovereign Partners Support by Customer must be
submitted via the “create case” option from
within the Google Support Tool and include the
Project name (ID) in the Project field, which
corresponds to a Sovereign Controls by Sovereign
Partners Project with the relevant Sovereign
Partner. Google will provide Sovereign Controls
by Sovereign Partners Support in the English
language only.
2. **Partner-Led Premium
Support.**
- 2.1. Partner-Led
Premium Support includes unlimited Designated
Contacts.
- 2.2. *Partner Operations Management
(POM)*. As part of the Partner-Led Premium
Support offering, Customer will receive access
to a named Partner Operations Manager. POM
includes: (a) assistance in developing a cloud
strategy with respect to the Services, (b) best
practices guidance on implementing and using the
Services, and (c) management of technical
support escalations and coordination with Google
subject matter experts to address technical
inquiries related to the Services.
3. **Target Initial Response Times
for Premium Support and Partner-Led Premium
Support.**
**Priority**
**Target Initial Response
Times**
**P0**
**5 minutes (Premium Support with MCS only)**
**P1**
**15 minutes**
**P2**
**2 hours**
**P3**
**4 hours***
**P4**
**8 hours***
*during the Hours of Operation
4. **On-Site Support for Premium
Support and Partner-Led Premium
Support.** Google may, at its
discretion and with Customer's approval, send
Google Support Personnel on-site in response to
an issue that cannot be resolved remotely.
Google Support Personnel performing support at
Customer's facilities will comply with
Customer's reasonable onsite policies and
procedures made known to Google in writing in
advance.
5. **Enrollment and Unenrollment of
Premium Support and Partner-Led Premium
Support.**
- 5.1. Premium
Support and Partner-Led Premium Support requires
a minimum 1-year Fee commitment from the date on
which Customer enrolls.
- 5.2. Customer may
unenroll from Premium Support or Partner-Led
Premium Support at any time by notifying Google
in writing and any such unenrollment will take
effect, and applicable Fees for Customer's
downgraded support level will be calculated at
the downgraded amount, from the later of (a) the
date of such unenrollment, and (b) the Business
Day following the 1-year anniversary of
Customer's enrollment in Premium Support or
Partner-Led Premium Support. Unenrollment from
Premium Support automatically unenrolls all
Value Add Services.
- 5.3. Sections 5.1
and 5.2 above will not apply if Customer is an
existing Platinum or Enterprise Support
customer. Instead, the minimum term of
Customer's current Platinum or Enterprise
Support Order Form will govern its use of
Premium Support or Partner-Led Premium Support
until the expiration of such Order Form.
Silver, Gold and Platinum Support
1. **Silver.** The
Silver support level includes all the items in
Basic Support plus the ability to submit support
Requests for questions about Services
functionality, best practice guidance on how to
architect with the Services, and Services errors
reports, as well as up to two Designated
Contacts.
2. **Gold.** The Gold
support level includes all the items in the
Silver level plus consultation on application
development, and specific guidance on how to
architect with the Services for Customer's
proposed use case, as well as up to five
Designated Contacts.
3. **Platinum.** The
Platinum support level includes all the items in
the Gold level plus Unlimited Designated
Contacts and access to Google’s Technical
Account Management team as described in the
General Support Service Terms Section 8
(Technical Account Management).
4. **Target Initial Response Times
for Silver, Gold and Platinum
Support.**
**Priority**
**Target Initial
Response Times**
**Silver**
**Gold**
**Platinum**
**P1**
**4 hours***
**1 hours**
**15 minutes**
**P2**
**8 hours***
**4 hours***
**4 hours***
**P3**
**8 hours***
**8 hours***
**8 hours***
**P4**
**8 hours***
**8 hours***
**8 hours***
*during the Hours of Operation
5. **Priority
Designations.** Notwithstanding
Section 3.3 (Characterization of Requests) of
the General Support Services Terms of these
Guidelines, Google will inform Customer of any
change of Customer’s Priority designation in its
response to the support Request. Customer may
appeal any such reclassification to Google's
Support management for review through any
available support channel.
Role-Based Support
1. **Support
Roles.** Google will provide
Customer with technical support through its
Designated Contacts, according to their
designated Support Role as follows:
- 1.1. *Development*. The Development
Support Role includes all the items in Basic
Support plus the ability to submit Requests
related to Services functionality, best
practices guidance on how to architect with the
Services, and Services errors reports.
- 1.2. *Production*. The Production
Support Role includes all the items in the
Development Support Role plus limited guidance
on how to architect with the Services for
Customer's proposed use case.
2. **Target Initial Response Times
for Role-Based Support.**
**Priority**
**Target Initial
Response Times**
**Development**
**Production**
**P1**
**N/A**
**1 hour**
**P2**
**4 hours***
**4 hours***
**P3**
**8 hours***
**8 hours***
**P4**
**8 hours***
**8 hours***
*during the Hours of Operation
3. **Upgrading/Downgrading Support
Roles in Role-Based Support.** All
Support Roles require a minimum 30-day Fee
commitment.
- 3.1. *Upgrades*. Customer may
designate or upgrade a Support Role for a
Designated Contact at any time. When Customer
designates or upgrades any Support Role for a
Designated Contact, any applicable Fees will be
pro-rated in that month, and will automatically
renew at the beginning of the following month.
Customer may upgrade a Support Role for a
Designated Contact at any time. Any applicable
Fees for such upgraded Support Role will be
calculated at the upgraded rate beginning on the
day that the upgrade is processed.
- 3.2. *Downgrades*. Customer may
downgrade or remove a Support Role for a
Designated Contact at any time. Such downgrade
or removal will take effect, and any applicable
Fees for such downgraded or removed Support Role
will be calculated at the downgraded amount,
from the later of (a) the date of such downgrade
or removal, and (b) 30 days after the Support
Role for the Designated Contact was last
changed, and the applicable Fees will
automatically renew at the beginning of the
month following such downgrade or removal.
Enterprise Support
1. **Enterprise Support.**
- 1.1. The Enterprise
Support offering includes unlimited Designated
Contacts, each with Customer's chosen Support
Role. The "Business Critical" level of support
is only available to Customers who have enrolled
in Enterprise Support.
- 1.2. If enrolled in
the Enterprise Support program, Customer may
assign the "Business Critical" role to each of
its unlimited Designated Contacts.
2. **Target Initial Response Times
for Enterprise Support.**
**Priority**
**Target Initial Response Times
during the Hours of Operation**
**P1**
**15 minutes 24x7**
**P2**
**4 hours 24x7**
**P3**
**8 hours**
**P4**
**8 hours**
3. The Enterprise Support offering includes
support from Google's Technical Account
Management, as described in Section 8 of the
General Support Services Terms (Technical
Account Management).
4. **On-Site
Support.** Google may, at its
discretion and with Customer's approval, send
Google Support Personnel on-site in response to
an issue that cannot be resolved remotely.
Google Support Personnel performing support at
Customer's facilities will comply with
Customer's reasonable onsite policies and
procedures made known to Google in writing in
advance.
5. **Enrollment and
Unenrollment.**
- 5.1. The Enterprise
Support program requires a minimum 1-year Fee
commitment from the date on which Customer
enrolls.
- 5.2. Customer may
unenroll from the Enterprise Support program at
any time by notifying Google in writing and any
such unenrollment will take effect, and
applicable Fees for Customer's downgraded
Support Role(s) will be calculated at the
downgraded amount, from the later of (a) the
date of such unenrollment, and (b) the Business
Day following the 1-year anniversary of
Customer's enrollment in Enterprise Support.
- 5.3. Sections 5.1
and 5.2 above will not apply if Customer is an
existing Platinum Support customer. Instead of
Customer's current Platinum Support Order Form
will govern its use of Enterprise Support until
the expiration of such Order Form.
[[["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"]],[],[],[]]cloud.google.com
September 20, 2022
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