The following technical support services guidelines ("Guidelines") apply to support services for your Google Earth Builder Enterprise License Agreement entered into by and between Google and Customer (the "Agreement"). Capitalized terms not defined herein have the meaning set forth in the Agreement.
1. Support Request Submission.
1. Support Levels. Google will provide Customer support as indicated in the Ordering Document for the Software and the APIs and supported Platforms. If the Ordering Document does not identify a support level, then Google will provide Standard Support.
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 GES Site or make a Service Unusable request 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 6). 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 (including any error message), the configuration, and Customer’s network; (ii) Customer’s software version, serial, and/or order numbers; (iii) updating to recommended or supported versions of the Software upon request and (iv) communicating further via email or telephone to answer questions and assist Google Support Personnel as appropriate.
5. 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 Software or APIs 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.
6. Custom Implementations and Errors in Data. Google reserves the sole right to determine whether to respond to Requests regarding general or custom implementations that do not adhere to the Documentation, underlying errors in customer data, and cases where customer implementation uses unsupported hardware or software configurations.
7. 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.
2. Accessing Support.
1. Designated Support Contacts. Customer Contacts will provide first-level support to End Users. Google will provide second-level support to Customer Contacts only. If Customer wishes to change its designated Customer Contacts, it will notify Google via the GES Site at least five business days prior to the change.
2. Target Initial Response Times. Google will make commercially reasonable efforts to respond to Requests as follows:
Support Level Standard Support Service Unusable First Response: Phone 4 Business Hours Service Unusable First Response: Web/Email 4 Business Hours Standard Request First Response 1 Business Day Feature Request First Response 2 Business Days
3. Support Hours. Google will process Requests during the Hours of Operation, unless otherwise indicated herein. Any Requests received outside of the Hours of Operation will be logged and processed at the beginning of the next Business Day.
4. Security. Google and Customer will abide by commercially reasonable security requirements in the event that remote access or exchange of data is required.
3. General Provisions.
1. Violation of AUP. Technical support services may not be provided to Customers who are in violation of the AUP.
2. Updates to Guidelines. Google may update these Guidelines from time to time but any update will not have a material adverse effect on Customer.
3. Support Services. Any support services not included in these Guidelines must be purchased from Google or its certified partners, subject to availability and pursuant to a separate agreement.
4. Maintenance. To ensure optimal performance of APIs, software, and services hosted on Google infrastructure, Google performs periodic Maintenance on Google infrastructure. In most cases, Maintenance performed on Google infrastructure will have limited or no negative impact on the availability and functionality of the APIs, software, and services. If Google expects planned Maintenance to negatively affect the availability or functionality of the APIs, software, and 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 on Google infrastructure at any time. If Google expects such emergency unscheduled Maintenance to negatively affect the availability or functionality of the APIs, software, or services, Google will use commercially reasonable efforts to provide advance notice of such Maintenance. Maintenance notices noted above will be provided via the GES Site. In addition, Customers who subscribe may also be able to receive email and/or RSS Feed notifications of scheduled Maintenance on Google infrastructure.
5. Language. The parties agree that all support provided by Google to Customer pursuant to these Guidelines will be provided in the English language.
6. 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.
7. Standard Support. All Customers will receive Standard Support which includes the following:
a. Access to support by phone for Service Unusable requests as defined below, or thorough the GES Site.
b. Standard Support Response Times indicated in Section 2.2 above
c. Maintenance updates of the Software and APIs
4. Relevant URLs.
Acceptable Use Policy. The URL for the Acceptable Use Policy, or AUP, is available at the following URL: http://www.google.com/enterprise/earthmaps/legal/us/geb_aup.html or other such URL as Google may provide.
For the purpose of these Guidelines, the capitalized terms below will have the following meanings:
"APIs" , or Application Programming Interfaces , means the APIs referenced here, or such other URL that may be provided by Google.
"Business Day" means any day other than Saturday, Sunday or Americas holidays as documented in the GES Site.
"Business Hour" means a time period of one hour within the Hours of Operation.
"Customer Contacts" means one or two administrators or technical employees designated by Customer in writing who are allowed to contact Google for technical support.
"Feature Request" means a Request by a Customer Contact to incorporate a new feature or enhance an existing feature of the Software or APIs that is currently not available as part of the existing Software or APIs.
"GES Site" means the site currently located at http://www.google.com/enterprise/portal (or such other URL that may be provided by Google).
"Google Support Personnel" means the Google representatives responsible for handling technical support requests.
"Hours of Operation" means 9:00 to 17:00 Pacific Time on Business Days.
"Maintenance" means maintenance work that is performed on Google’s hardware or services which deliver the APIs.
"Platforms" means the browsers, operating systems, players and development environments listed in the Software and API documentation.
"Request" means a request from a designated Customer Contact to Google Support Personnel for technical support to resolve a question or problem report regarding the Software or APIs.
"Service Unusable" is any situation where Customer, adhering to published technical guidelines for and documented correct usage of the Software or APIs, is unable to access or use the Software or APIs for the majority of its End Users for a period of time greater than fifteen (15) minutes.
"Software" means Google Earth Enterprise software purchased as specified on the Ordering Agreement.
"Standard Request" means a Request made by Customer to Google that is not a Service Unusable Request or Feature Request.
"Standard Support" is defined above in Section 4.
"Update" means minor enhancements to functionality and modifications to the Software or APIs that are made generally available to customers as part of Technical Support Services during the Support Period.