Chrome Enterprise Support Technical Support Services Guidelines

The following technical support services guidelines (“Guidelines”) apply to the Chrome Enterprise Support services (the “Services”) provided under the Chrome Enterprise Support Agreement (the “Agreement”). 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

1.1. General. Customer may submit Requests, as described herein, by phone or through the Google Cloud Support Center.

1.2 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 Cloud Support Center or by phone.

1.3 Characterization of Requests. Customer designates priority upon submission of Requests. Upon receiving a request from Customer Contact, Google will determine whether the request is a “Service Unusable,” “Request” or a “Feature Request” (as defined in Section 5). 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 Personnel for review through any available support channel.

1.4 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.

1.5 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.

1.6 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

2.1 Google Help Center. Customer’s End Users of the Services are provided support solely through the Help Center. 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.

2.2 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 Google Cloud Support Center are responded to with an initial target response time of 1 business day or less.

2.3 Support PIN is Required to Access Support. Customer is required to provide a current support PIN when making a Request. Customer will obtain such support 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 Centers and post a question to its online help forum, until such time as the Customer PIN are restored. The Customer PIN may be generated dynamically and is only available in the Admin onsole.

3. Chrome Support

3.1 Availability of Support. Google will respond to Requests related to Chrome as set forth in these Guidelines.

3.2 Supported Issue Types. Requests related to Chrome installation, Chrome Core Functionality, Chrome’s security, administrative policies, 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, 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.

3.3 Support. All Customers will receive support which includes the following:

4 General Provisions

4.1 Updates to Guidelines. Google may update these Guidelines from time to time.

4.2 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. The notifications would be posted in a way that customers would be able to subscribe to them and receive email notifications.

4.3 Notices. Customer, Administrators and Customer Contacts may receive communications, including emails, regarding to the Service and use of the Service.

4.4 Language. The parties agree that all support provided by Google Support Personnel pursuant to these Guidelines will be provided in English language only.

4.5 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.

5. Glossary of Definitions. For the purpose of these Guidelines, the capitalized terms below will have the following meanings:

5.1 “Administrator(s)” means the Customer-designated technical personnel who administer the Services to End Users on Customer’s behalf.

5.2 “Admin Console” means the console through which Administrators manage the Customer’s accounts and obtain access to the support PIN which is needed to get phone support.

5.3 “Customer Contact” is the Administrator or any other contact the Administrator enables to access Google Cloud Support Center.

5.4 “Chrome” means the Chrome web browser as released by Google for Supported Platforms and available for download at the URL https://www.google.com/chrome/ or the MSI installer provided at the URL https://enterprise.google.com/chrome/chrome-browser/ or at another URL that Google may provide.

5.5 “Chrome Core Functionality” means the features and functionality in the latest released version for Chrome stable channel, excluding Google Chrome extensions, Chrome Sync, and Google Cloud Print.

5.6 “Chrome Enterprise Support” means the support services provided for the use of Chrome as further described in Section 3.2.

5.7 “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.

5.8 “Google Support Personnel” mean the Google representatives responsible for handling technical support requests.

5.9 “Google Cloud Support Center” means the online support center Google provides for Administrators to make Requests, available at https://support.google.com/chrome/a/ as Google may provide.

5.10 “Maintenance” means maintenance work that is performed on hardware or software delivering or other systems used to deliver the Services.

5.11 “Notification Email Address” means the email address designated by Customer to receive email notifications from Google. Customer may change this email address through the Admin Console.

5.12 “Priority” means the level of impact a Request has on Customer’s operations. Google uses the Priority designation to establish target response time for each such Request. The Priority levels are set forth below:

5.13 “Request” means a request from Customer to Google Support Personnel for technical support to resolve a question or problem report regarding the Services.

5.14 “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.

5.15 “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.