1.1. Customer Efforts to Fix Errors. Prior to making a request to Google, Customer shall use reasonable efforts to fix any error, bug, malfunction or network connectivity defect without escalation to Google. Thereafter, a Customer Contact entitled to access support may submit a written request for technical support through the online help center accessible at http://www.google.com/support/a or such URL as Google may provide, or by phone.

1.2. Characterization of Requests. Upon receiving a request from Customer Contact, Google will determine in its sole discretion whether the request is a "Service Unusable," "Standard Support" or a "Feature Request" as defined in 4.4, 4.5 and 4.6. Any such determination made by Google shall be final and binding on Customer.

1.3. Procedures for Acknowledgement and Resolution of Requests. When making a Request, Customer shall provide requested diagnostic information including but not limited to: (i) describing the problem, the configuration, and Customer’s network; (ii) providing relevant data; and (iii) communicating further via email or telephone to answer questions and assist Google Support Personnel as appropriate.

1.4. Request Acknowledgement. A response to a Request may consist of receipt of and acknowledgement by Google of such Request and may not include resolution of that Request. Customer acknowledges and understands that the Services provided by Google may not be perfect or error-free and that, despite Google’s commercially reasonable efforts, Google may be unable to provide answers to or resolve some or all Requests. Google makes no promises, guarantees or assurances of any kind that it will be able to resolve all of Customer’s Requests.

1.5. Feature Requests. If a Request is deemed by Google to be a Feature Request, Google will log such Feature Request for consideration to add to a future update or release of the Service and shall consider the matter closed. Google shall be under no obligation to respond to or resolve any Feature Request or to include any such Feature Request in any future update or release.

2.1. Google Help Center. Customer’s End Users are provided support solely through the Google.com Help Center, which is accessible at http://www.google.com/support/ or such URL as Google may provide. Customer is responsible for responding to any questions and complaints by End Users or other third parties relating to Customer or its End Users’ use of the Service, with such support services to be provided at Customer's own expense.

2.2. Support Hours and Target Initial Response Times. Google will provide access to help center and phone support for Premier/Education/Partner Edition customers on a 24 x 7 basis. Standard Support requests are responded to with a target initial response time of one business day during Business Hours only. Service Unusable Requests are responded to 24 x 7 with a target initial response time of one hour. If contact is made for a Service Unusable Request after business hours, a voice mail is needed to trigger a return support response in the same target response time of one hour.

2.3. Customer ID and PIN Required for Premier/Education/Partner Edition Customer Support. Premier/Education/Partner Edition Customers must have a Customer ID and a PIN in order receive support for Premier/Education/Partner Edition  Customers. If Premier/Education/Partner Edition  Customers lose their Customer ID and PIN, they will only be able to receive Standard Edition customer support until such time as their Customer ID and PIN are restored. This Pin will be updated periodically and available via the Administrative Console.

3.1. Updates to Guidelines. These Guidelines may be updated by Google from time to time.

3.2. Scheduled Maintenance. Google will perform Scheduled Maintenance on Google Apps periodically. During Scheduled Maintenance, portions of the solution will be unavailable for use. Google will provide advance notice of such Scheduled Maintenance through the Administrative Console and/or e-mail.

3.3. Language. The parties agree that all support provided by Google to Customer pursuant to these Guidelines shall be provided in the English language.

3.4. Term of Support. The support services provided by Google pursuant to these Guidelines shall be limited to the term of the Agreement entered into by Customer and Google. Google shall have no obligation to provide any support services to Customer after the expiration or termination of such Agreement.

4.1. "Business Day" means any day other than Saturday, Sunday or commonly recognized international Holiday.

4.2. "Hours of Operation" are Sunday 4:00 PM to Friday 5:00 PM Pacific Standard Time.

4.3. "Customer Contacts" means administrators designated in the Administrative Console.

4.4. "General Availability Date" means the date when Google first makes the Service described in the Agreement generally available to Customers, as determined by Google in its sole discretion.

4.5. "Google Technical Support Personnel" mean the Google representatives responsible for handling technical support requests.

4.6. "Service Unusable" is any situation where customer is unable to access or use the Service for the majority of its End Users for a period of time greater than fifteen minutes.

4.7. "Standard Support" requests are any support requests that do not render the Service Unusable and are not Feature Requests.

4.8. "Feature Request" means a Request that is unique to Customer and is not a Standard Support Request or Service Unusable situation (as determined in the sole discretion of Google), which includes but is not limited to requests by a Customer Contact to incorporate a new feature or enhance an existing feature of the Service.

4.9. "Request" means a request from Customer to Google Technical Support Personnel for technical support to resolve a question or problem report regarding the Service.

4.10. "Scheduled Maintenance" means a period of service unavailability that is planned in advance and for which notice is provided, Scheduled Maintenance is not included in calculation of any service level agreements.

4.11. "Standard Request" means a Request made by Customer to Google that is not a Service Unusable Request or Feature Request.

4.12. "Support Incident" means a single request for assistance to resolve one Standard Request or one Serving Downtime Request.

4.13. "Standard Support" is defined at http://www.google.com/support/a/bin/answer.py?answer=60873 and includes an online helpcenter and contact form.