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Google Enterprise Support Information

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If you are looking for information on how to receive support from the Google Enterprise Support team, you have come to the right place. Select your product below and we will guide you to the best method to receive 1-on-1 support from Google.

The Google Enterprise Support Team provides support to system administrators and developers who have purchased one of the following Google Enterprise Products:

Google Apps

Google Apps Premier, Education, Reseller, & Partner Editions

Google Apps Premier, Education, Reseller, and Partner Edition administrators can contact the Google Enterprise Support organization to submit requests for technical or administrative assistance, and are entitled to call the support team directly to report a service unavailable emergency that impacts the majority of users. Please note that you will need to provide your Customer PIN and Support PIN when contacting Google Support. You will find the links to submit cases and the appropriate support phone number for your region through the 'Support' tab in the Google Apps control panel. The 'Support' tab also lists the Customer PIN and Support PIN information that you'll need when contacting Google Enterprise Support.

Google Apps Standard Edition

Google Apps Standard Edition admins can use the public support resources to resolve common issues. Click here for more information on the support options available to you.

Google Message Security & Compliance

Postini Message Filtering

All customers of Google Message Filtering are eligible for direct support from the Google Enterprise Support organization for certain types of cases. Support case submission forms can be found in the Security and Compliance Help Center.

Postini Message Security

All customers of Google Message Security are eligible for direct support from the Google Enterprise Support organization for certain types of cases. Support case submission forms can be found in the Security and Compliance Help Center. If you have purchased 50 or more Message Security user licenses, you are eligible to submit support cases in the Postini Support Portal.

Postini Message Discovery

All customers of Google Message Discovery are eligible for direct support from the Google Enterprise Support organization for certain types of cases. Support case submission forms can be found in the Security and Compliance Help Center. If you have purchased 50 or more Message Discovery user licenses, you are eligible to submit support cases in the Postini Support Portal.

Postini Web Filtering

All customers of Google Web Filtering are eligible for direct support from the Google Enterprise Support organization for certain types of cases. To submit a support case, log into the Postini Support Portal.

Postini Message Encryption

All customers of Google Encryption Services are eligible for direct support from the Google Enterprise Support organization for certain types of cases. To submit a support case, log into the Postini Support Portal.

Google Search Appliance & Google Mini

About Technical Support

Google provides technical support for the Google Search Appliance and Google Mini on the Enterprise Technical Support web site, which is located at http://support.google.com/enterprise, and by email. In addition, you can find useful information in the user forums on Google Groups for the Google Search Appliance and Google Mini, and Google Enterprise Developers.

The way that you receive technical support and access to the Enterprise Technical Support site depends on how and where you purchased your search appliance:
  • If you purchased a Google Search Appliance or Google Mini directly from Google, you have full access to the Enterprise Technical Support web site (http://support.google.com/enterprise). Google provides technical support by email. Login credentials for the Enterprise Technical Support site are in the Welcome email that you received from Enterprise Technical Support
  • If you purchased a Google Search Appliance or Google Mini from a reseller in any country other than Japan, contact the reseller to obtain credentials for the Enterprise Technical Support web site. You will have full access to the Enterprise Technical Support web site. You obtain technical support using the contact information provided by your reseller.
  • If you purchased a Google Search Appliance or Google Mini in Japan, technical support services are provided by the local reseller. For product support, please use the contact information provided by your reseller.

About the Enterprise Technical Support Website

The Enterprise Technical Support web site provides the following information and services for all models of the Google Search Appliance and Google Mini: If you receive technical support directly from Google, the Enterprise Technical Support web site provides unlimited email access to the Technical Support team, using the Contact Us link in the left-hand menu.

Contacting Technical Support

Customers who are supported directly by Google can log in to the Technical Support web site and use the Contact Us link in the left-hand menu. See About Technical Support for information on which customers are supported directly by Google. If your Google Search Appliance has a Severity 0 outage, you can contact us by calling 1-866-4GOOGLE and selecting Option 2 during regular business hours. Google Mini customers are not eligible for phone support at this time.

Please include your Search Appliance ID when filing a ticket. This ID is available from the Admin Console License screen, or a sticker on the outside of the appliance. This may be a 9-character string starting with MID, GIX, or GEX; or, a 16-character string starting with T1, T2, M2, S4, S5, C4, or C5. This is not the same as a serial number, MAC address, or part number. The Appliance ID for your device is required for remote support.

Technical Support Requirements

The Technical Support Service Guidelines are available at https://support.google.com/enterprise/terms. Click the link for the Google Mini or the Google Search Appliance. It is important to be aware of the following terms:
  • With the exception of customers who have purchased disconnected support, Google Enterprise staff will occasionally need remote access to your appliance. For example, technical support engineers require direct access to determine whether a search appliance that is experiencing problems is eligible to be returned to Google and exchanged for a new search appliance. Be prepared to provide remote access as described on the support site at http://code.google.com/apis/searchappliance/documentation/remote_access.html on the Google Search Appliance and Mini documentation site.. Inability to provide remote access to an appliance may delay the resolution of your support request.
  • Supported software versions: Google Enterprise officially supports the two most current Search Appliance and Mini software releases. Customers who are not running a supported software version may be asked to update the software on their Mini or Search Appliance. To find information on currently supported software for your product, visit:
  • Getting a response to your inquiry: If your production Google Search Appliance is down or largely unusable (for example, serving zero search results to end users), we will respond to your request within 2 business hours. Most Google Search Appliance support requests will be responded to within 1 business day. If your production Google Mini is down or largely unusable, we will respond within one business day. Most Google Mini support requests will be responded to within 2 business days.
  • Google Enterprise Support's holidays are listed at https://support.google.com/enterprise/faqs?&question=275.

Google Site Search

Google Site Search

All customers of Google Site Search are eligible for direct support from the Google Enterprise Support organization. To submit a support case, complete the contact form found in the Help Center.

Google Commerce Search

Google Commerce Search

All customers of Google Commerce Search are eligible for direct support from the Google Enterprise Support organization. To submit a support case, go to the customer portal.

Google Earth

Google Earth Pro

All customers of Google Earth Pro with 100+ licenses are eligible for direct support from the Google Enterprise Support organization. For details on contacting support, please refer to the information you received when you placed your Google Earth Pro order.

Google Earth Enterprise

All customers of Google Earth Enterprise are eligible for direct support from the Google Enterprise Support organization. For details on contacting support, please refer to the information you received when you placed your Google Earth Enterprise order.

Google Maps

Google Maps API Premier

All current customers of Google Maps API Premier are eligible for direct support from the Google Enterprise Support organization. To submit a support case, log into the Google Enterprise Support Portal.

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