Google Apps Technical Support Services Guidelines

The following technical support services guidelines ("Guidelines") apply to support services for your Google Apps Enterprise Agreement, Google Apps for Government Agreement, Google Apps for Business Agreement, Google Apps - Security and Compliance Agreement, Google Apps - Message and Collaboration Agreement, Google Apps Premier Edition Agreement, Postini Services Contract, Google Apps for ISPs Agreement (also known as Google Apps Partner Edition Agreement), and/or Google Apps for Education Agreement (also known as Google Apps Education Edition Agreement) entered into by and between Google and Customer (as may be applicable, the "Agreement"). Google Apps Message and Collaboration services, Google Apps Core services and services provided under the Google Apps for Business Agreement, Google Apps for ISPs Agreement (also known as Google Apps Partner Edition Agreement), and Google Apps for Education Agreement (also known as Google Apps Education Edition Agreement) are collectively referred to in these Guidelines as "Google Apps Services." Google Apps - Postini Services and services provided under the Google Apps - Security and Compliance Agreement and Postini Services Contract are referred to in these Guidelines as "Postini Services." Capitalized terms not defined herein have the meaning set forth in the Agreement. For clarity, Google will have no obligation under the Agreement (or these Guidelines) to provide support for any of the services set forth at the following URL: https://www.google.com/support/a/bin/answer.py?hl=en&answer=181865

  1. Support Request Submission

    1. General. Customer may submit Requests by phone, or through the Online Help Center or support portal
    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, a Customer Contact may submit a written request for technical support through the Google Help Center or support portal as provided by Google, or by phone.
    3. Characterization of Requests. Customers designate priority upon submission of Requests. Upon receiving a request from Customer Contact, Google will determine whether the request is a "Service Unusable," "Standard Request" or a "Feature Request" (as defined in Section 8). Any such determination made by Google is final and binding on Customer. Google reserves the right to change Customer's Priority designation if Google believes that Customer's designation is incorrect and will inform Customer of any such change 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.
    4. Procedures for Acknowledgement and Resolution of Requests. When making a Request, Customer will 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 phone to answer questions and assist Google Support Personnel as appropriate.
    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.
    6. Feature Requests. If Google deems a Request as 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.
  2. Accessing Support

    1. Google Help Center. Customer's End Users of the Google Apps Services are provided support solely through the Google.com Google Help Center, which is accessible at https://support.google.com/a/ 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's or its End Users' use of the Services, with such support services to be provided at Customer's own expense.
    2. Support Hours and Target Initial Response Times. Google will provide access to Google Help Center and phone support for customers on a 24 x 7 basis. P1 Priority support Requests are responded to with a target initial response time of one hour and are responded to 24 x 7. If contact is made for a P1 Priority support Request on a weekend or applicable holiday, a phone call is needed to trigger a return support response. P2, P3, and P4 Priority support Requests are responded to 24x7. P2 Priority support Requests received via phone will be responded to directly by Google Support Personnel. Written P2, P3, and P4 Priority support Requests submitted via Online Help Center or support portal are responded to with an initial target response time of 1 business day or less.
    3. Customer PIN may be Required to Access Support. Customer is required to provide a current Customer PIN when making a Request. Customer will obtain such Customer PIN in the Admin Console in order to access and receive support for the Services from Google. If Customer is unable to provide the current Customer PIN when prompted, Customer will only be able to access the online Google Help Center and post a question to its online help forum, until such time as the Customer PIN are restored. The Customer PIN may be updated periodically and is only available in the Admin Console.
  3. Chrome Support

    1. Availability of Support. In addition to Requests related to the Google Apps Services, Google will also respond to Requests related to Chrome as set forth in these Guidelines.
    2. Supported Issue Types. Requests related to Chrome installation, Chrome Core Functionality, Chrome’s security, administrative policies, and Chrome’s interoperability with Google Apps Services on Supported Platforms are responded to by Google Support Personnel 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 resolve a technical issue, the code change is released in an upcoming release and will not be ported back to an earlier version of Chrome.
  4. Standard Support

    All Customers will receive Standard Support which includes the following:

    • Automatic product upgrades of the Services
    • Maintenance updates of the Services
    • Online self help and training for End Users and Administrators designed to assist Customers with implementation and use of the Services
    • Access to support by phone, Google Help Center or support portal.
    • Status Dashboard and support portal providing real-time publicly available status information for the Services
  5. Premium Support Services

    (Enhanced Support and Proactive Account Management, additional fees apply)
    1. Phase Out. The Premium Support Services program has been phased out. Each Customer who previously purchased Premium Support Services will continue to receive that support for the remainder of its current support term, subject to the terms describing such Premium Support Services in effect when the Customer last purchased such support. When such current Premium Support Services term ends, it will not be renewed and will terminate, unless Google agrees otherwise in writing.
    2. General. As applicable to certain Customers, Premium Support includes all of the items as set forth in Section 4 above, improved target initial response times to support Requests, as well as access to community resources and the premium services team as set forth below, to begin when Customer starts to use the Services in production.
    3. Enhanced Support. For applicable Customers, Google agrees to use commercially reasonable efforts to respond to Customer requests based on the Priority of the Request as follows: P1 Priority support Requests are responded to with a target initial response time of 1 hour and are responded to 24 x 7. If contact is made for a P1 Priority support Request on a weekend or applicable holiday, a phone call is needed to trigger a return support response. P2 Priority support Requests made via phone will be responded to directly. Written P2 Priority support Requests submitted via Online Help Center or support portal are responded to with a target initial response time of 4 hours 24x5. P3 and P4 Priority support Requests made via phone will be responded to directly. Written P3 and P4 Priority support Requests will be responded to with an initial target response time of 8 hours 24x5. For clarity, Google Support Personnel, not the premium services team, will provide all break-fix technical support.
    4. Access to community resources and the premium services team. For applicable Customers, the premium services team will provide access to community resources, where Customers can find advice and engage in communication to help with their planning, with escalations, and to receive an ongoing proactive information exchange with the premium services team and other community members. The premium services team will represent Premium Support Customers to Google for important topics (including engineering, product management, and support), and will provide Customer with relevant information pertaining to the Services.
    5. Term. As applicable, Google may elect not to renew such Premium Support after a 12-month period.
  6. Express Support and Premier Support Phased Out

    The Express Support and Premier Support programs have been phased out. Each Customer who previously purchased Express Support or Premier Support will continue to receive that support for the remainder of its current support term, subject to the terms describing such Express or Premier Support in effect when the Customer last purchased such support. When such current Express or Premier Support term ends, it will not be renewed and will terminate, unless Google agrees otherwise in writing.

  7. General Provisions

    1. Updates to Guidelines. Google may update these Guidelines from time to time but any update will not have a material adverse effect on Customer.
    2. 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 Apps Status Dashboard, Admin Console and/or Support Portal. In addition, Customers who subscribe may also be able to receive email and/or RSS Feed notifications of Maintenance.
    3. Language. The parties agree that all support provided by Google Support Personnel pursuant to these Guidelines will be provided in English language, or in one of the many additional languages during listed hours documented at https://support.google.com/a/table/3247295 or such other URL as Google may provide. Target Initial Response Times for language support other than English are applicable during the hours listed here: https://support.google.com/a/table/3247295 Support outside of these hours can be obtained via English support channels.
    4. Term of Support. Google will only provide the support services described in these Guidelines during the term of the Agreement and will have no obligation to provide any support services to Customer after the expiration or termination of such Agreement.
  8. Glossary of Definitions

    For the purpose of these Guidelines, the capitalized terms below will have the following meanings:

    1. "Chrome" means the Chrome web browser as released by Google for Supported Platforms and available for download at the URL http://www.google.com/chrome/ or the MSI installer provided at the URL https://www.google.com/chrome/business/ or at another URL that Google may provide.
    2. "Chrome Core Functionality" means the features and functionality in the latest released Chrome browser version, excluding Google Chrome extensions, Google Play, and Google Cloud Print.
    3. "Customer Contacts" means Administrators designated in the Admin Console.
    4. "Feature Request" means a Request by a Customer 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.
    5. "Google Support Personnel" mean the Google representatives responsible for handling technical support requests.
    6. "Maintenance" means maintenance work that is performed on hardware or software delivering the Services.
    7. "Priority" means the level of impact a Request is having on Customer's operations and is used to establish target response times. Definitions of available priority levels can be found on our help center: https://support.google.com/a/answer/1047213
    8. "Request" means a request from Customer to Google Support Personnel for technical support to resolve a question or problem report regarding the Services.
    9. "Service Unusable" means a production issue that prevents more than one of the Customer’s End Users from access to, or use of, the Services, or where Customer's network is not receiving any inbound email (and/or outbound email) from the Services. Customer must identify a Request as Service Unusable by designating it as a P1 Priority support Request.
    10. "Standard Request" means a Request made by Customer to Google that is not a Service Unusable Request or Feature Request.
    11. "Supported Platform" as listed at https://support.google.com/a/bin/answer.py?answer=2763059 means an operating system and version for which i) Chrome is released by Google and ii) support under these Guidelines is provided. 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.