# Google Cloud Platform Services: Technical Support Services Guidelines Last modified: October 26, 2023 These technical support services guidelines (“Guidelines”) are incorporated into the agreement under which Google has agreed to provide Google Cloud Platform (as described at [Google Cloud Terms](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. Google does not provide Technical Support Services (“TSS”) for certain Google Cloud Platform Services and some Google Cloud Platform Services and related products are subject to additional or different technical support terms as noted in the General Support Services Terms: Exceptions section. ### 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 reclassify designations where necessary. 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. In the case of P1 Requests, Customer must maintain continuous availability until resolution of such Requests. 3.5. _Request Acknowledgement_. Google may respond to a Request by acknowledging receipt of the Request. 3.6. _Feature Requests_. If Google deems a Request to be a Feature Request, Google will log such Request for consideration. 4. **Accessing Support.** 4.1. _Setting Designated Contacts_. Customer-designated support admins may add Designated Contacts to its Account. 4.2. _Support Hours and Target Initial Response Times_. Google will process Requests during the Hours of Operation. 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. 6. **Language Support.** All support provided by Google pursuant to these Guidelines will be provided in English except as provided at [Language Support](https://cloud.google.com/support/docs/language-working-hours). 7. **Technical Account Management (TAM).** As part of the Platinum, Enterprise and Premium Support offerings, Customer will receive access to a named Technical Account Manager. 8. **Professional Services.** Google may provide limited advisory services to Customer under these Guidelines. 9. **Collaborative Support.** Resolving Requests may sometimes require input from third party providers who have qualified to participate in the Google Cloud Platform collaborative support program. 10. **Resold Customer.** A customer of a Google-authorized unaffiliated Google Cloud Platform reseller may purchase Google-supplied technical support services approved for resale. 11. **Chrome Support.** If Customer purchases Enhanced or Premium Support then Google Support Personnel will also respond to Requests related to Chrome as set forth in these Guidelines. 12. **Exceptions.** Google does not offer TSS for Looker Studio (except for Looker Studio Pro). Additional information is available for certain Google Cloud Platform Services under separate terms. | **Service** | **Technical Support Terms** | |-----------------------------------|---------------------------------------------------------------| | Cloud Identity | [Technical Support Terms](https://cloud.google.com/terms/identity/tssg) | | Apigee Edge | [Apigee Edge TSSG](https://cloud.google.com/terms/apigee-support) | ### Additional Definitions. 13.1. _"Application"_ has the meaning given in the Agreement. 13.2. _"Business Day"_ means any day during the Hours of Operation. ... (additional definitions follow) ### Standard Support 1. **Standard Support.** Standard Support includes unlimited Designated Contacts. 2. **Target Initial Response Times for Standard Support.** | **Priority** | **Target Initial Response Times** | |--------------|-------------------------------------| | P1 | N/A | | P2 | 4 hours | | P3 | 8 hours | | P4 | 8 hours | ### Enhanced Support 1. **Enhanced Support.** Enhanced Support includes unlimited Designated Contacts. 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 | ### Premium Support, Partner-Led Premium Support, and Tech Partner Premium Support 1. **Premium Support.** Premium Support includes unlimited Designated Contacts and support from Google's Technical Account Management team. 2. **Target Initial Response Times for 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 | ### [Legacy] Silver, Gold and Platinum Support 1. **Silver.** The Silver support level includes all the items in Basic Support. 2. **Gold.** The Gold support level includes all the items in the Silver level. 3. **Platinum.** The Platinum support level includes all the items in the Gold level. 4. **Target Initial Response Times for Silver, Gold and Platinum Support.** | **Priority** | **Target Initial Response Times** | |--------------|-------------------------------------| | P1 | 4 hours (Silver) | 1 hour (Gold) | 15 minutes (Platinum) | | P2 | 8 hours (Silver) | 4 hours (Gold) | 4 hours (Platinum) | | P3 | 8 hours (Silver) | 8 hours (Gold) | 8 hours (Platinum) | | P4 | 8 hours (Silver) | 8 hours (Gold) | 8 hours (Platinum) |