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Comprehensive Support
Guide
Last modified: October 26, 2023
Apigee
: The Apigee Support Services Guide at the
following url: https://cloud.google.com/terms/tssg/apigee
(the
" Apigee Support Services Guide
")
describes how Google will offer TSS to Customer for
Apigee and Apigee Edge**, except as outlined herein for
Comprehensive Support. Capitalized terms used but not
defined in this Comprehensive Support Guide have the
meanings given to them in the Apigee Guide.
Apigee Edge**
: The Apigee Edge Technical Support
Services Guidelines at the following url: https://cloud.google.com/terms/apigee-support
(the
" Apigee Edge Guide
")
describes how Google will offer TSS to Customer for
Apigee Edge**, except as outlined herein for
Comprehensive Support. Capitalized terms used but not
defined in this Comprehensive Support Guide have the
meanings given to them in the Apigee Edge Guide.
Looker (original)
: The Looker Support Services
Guide for Looker (original) at the following url: https://cloud.google.com/terms/tssg/looker
(the
" Looker Guide
")
describes how Google will offer TSS to Customer for
Looker (original), except as outlined herein for
Comprehensive Support. Capitalized terms used but not
defined in this Comprehensive Support Guide have the
meanings given to them in the Looker Guide.
Chronicle SIEM, Chronicle SOAR and Looker (Google Cloud core)
:
Technical Support Services for Chronicle SIEM, Chronicle
SOAR, and Looker (Google Cloud core) are provided by
Google to Customer under the Google Technical Support Services Guidelines
(the “Guidelines”), except as outlined herein for
Comprehensive Support. Capitalized terms used but not
defined in this Comprehensive Support Guide have the
meanings given to them in the Guidelines.
**The Apigee Edge Guide only applies to legacy Apigee
Edge customers who have not yet renewed Apigee Edge to
have their support provided by the TSS Guidelines (as
modified by the Apigee Support Services Guide).
Comprehensive Support
- Comprehensive Support.
Customer may submit
technical support Requests and billing inquiries.
- Covered Services
. Google will only provide
Comprehensive Support for the following Services:
Chronicle SOAR, Chronicle SIEM, Looker (original),
Looker (Google Cloud core), Apigee, and Apigee Edge
(“Covered Service(s)”). Customer must maintain an active
subscription for the corresponding Covered Service in
order to receive Comprehensive Support.
- Language.
Comprehensive Support will only be
provided in English.
- Requests
. All Requests must be submitted
through the Google Support Tool.
- Maintenance Notifications
. All notices
regarding maintenance will be provided via the Google
Support Tool or via an email to the Notification Email
Address.
- Target Initial Response Times for Comprehensive Support.
- Enrollment and Unenrollment of Comprehensive Support.
Google
will automatically enroll Customer in Comprehensive
Support as part of Customer’s subscription to the
Covered Services unless Customer is already enrolled in
Standard, Enhanced, Premium Support or another paid
support offering. Google will automatically unenroll
Customer from Comprehensive Support if Customer no
longer subscribes to the applicable Covered Service.
- Definitions.
8.1 “Google Support Tool”
means the Admin Console or a support tool located at a URL
(as may be updated from time to time) provided by Google.
8.2 "Hours of Operation"
means 17:00 on Sunday to 17:00 on Friday Pacific Time
Zone, except for holidays in local time for each region
documented in the Google Support Tool.
8.3 "P1" means Critical
Impact – Service Unusable in Production.
8.4 "P2" means High Impact –
Service Use Severely Impaired.
8.5 "P3" means Medium Impact
– Service Use Partially Impaired.
8.6 "P4" means Low Impact –
Service Fully Usable.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],[],[],[],null,["# Comprehensive Support Guide\n\n- [Back to Google Cloud Terms Directory](https://cloud.google.com/product-terms)\n- \n- Current \n\nComprehensive Support\nGuide\n===========================\n\nLast modified: October 26, 2023\nThis is not the current version of this document and is provided for archival purposes. [View the current version](/terms/tssg/comprehensive) \n**Apigee** : The Apigee Support Services Guide at the\nfollowing url:\n[https://cloud.google.com/terms/tssg/apigee](https://cloud.google.com/terms/apigee-support-services-guide)\n(the\n\"[Apigee Support Services Guide](https://cloud.google.com/terms/apigee-support-services-guide)\")\ndescribes how Google will offer TSS to Customer for\nApigee and Apigee Edge\\*\\*, except as outlined herein for\nComprehensive Support. Capitalized terms used but not\ndefined in this Comprehensive Support Guide have the\nmeanings given to them in the Apigee Guide.\n\n**Apigee Edge\\*\\*** : The Apigee Edge Technical Support\nServices Guidelines at the following url:\n\u003chttps://cloud.google.com/terms/apigee-support\u003e\n(the\n\"[Apigee Edge Guide](https://cloud.google.com/terms/apigee-support)\")\ndescribes how Google will offer TSS to Customer for\nApigee Edge\\*\\*, except as outlined herein for\nComprehensive Support. Capitalized terms used but not\ndefined in this Comprehensive Support Guide have the\nmeanings given to them in the Apigee Edge Guide.\n\n**Looker (original)** : The Looker Support Services\nGuide for Looker (original) at the following url:\n\u003chttps://cloud.google.com/terms/tssg/looker\u003e\n(the\n\"[Looker Guide](https://cloud.google.com/terms/tssg/looker)\")\ndescribes how Google will offer TSS to Customer for\nLooker (original), except as outlined herein for\nComprehensive Support. Capitalized terms used but not\ndefined in this Comprehensive Support Guide have the\nmeanings given to them in the Looker Guide.\n\n\n**Chronicle SIEM, Chronicle SOAR and Looker (Google Cloud core)** :\nTechnical Support Services for Chronicle SIEM, Chronicle\nSOAR, and Looker (Google Cloud core) are provided by\nGoogle to Customer under the\n[Google Technical Support Services Guidelines](https://cloud.google.com/terms/tssg)\n(the \"Guidelines\"), except as outlined herein for\nComprehensive Support. Capitalized terms used but not\ndefined in this Comprehensive Support Guide have the\nmeanings given to them in the Guidelines.\n\n\\*\\*The Apigee Edge Guide only applies to legacy Apigee\nEdge customers who have not yet renewed Apigee Edge to\nhave their support provided by the TSS Guidelines (as\nmodified by the Apigee Support Services Guide).\n\n#### Comprehensive Support\n\n1. **Comprehensive Support.** Customer may submit technical support Requests and billing inquiries.\n2. **Covered Services**. Google will only provide Comprehensive Support for the following Services: Chronicle SOAR, Chronicle SIEM, Looker (original), Looker (Google Cloud core), Apigee, and Apigee Edge (\"Covered Service(s)\"). Customer must maintain an active subscription for the corresponding Covered Service in order to receive Comprehensive Support.\n3. **Language.**Comprehensive Support will only be provided in English.\n4. **Requests**. All Requests must be submitted through the Google Support Tool.\n5. **Maintenance Notifications**. All notices regarding maintenance will be provided via the Google Support Tool or via an email to the Notification Email Address.\n6. ****Target Initial Response Times for Comprehensive Support.****\n\n7. **Enrollment and Unenrollment of Comprehensive Support.**Google will automatically enroll Customer in Comprehensive Support as part of Customer's subscription to the Covered Services unless Customer is already enrolled in Standard, Enhanced, Premium Support or another paid support offering. Google will automatically unenroll Customer from Comprehensive Support if Customer no longer subscribes to the applicable Covered Service.\n8. **Definitions.**\n\n8.1 \"Google Support Tool\"\nmeans the Admin Console or a support tool located at a URL\n(as may be updated from time to time) provided by Google.\n\n8.2 \"Hours of Operation\"\nmeans 17:00 on Sunday to 17:00 on Friday Pacific Time\nZone, except for holidays in local time for each region\ndocumented in the Google Support Tool.\n\n8.3 \"P1\" means Critical\nImpact -- Service Unusable in Production.\n\n8.4 \"P2\" means High Impact --\nService Use Severely Impaired.\n\n8.5 \"P3\" means Medium Impact\n-- Service Use Partially Impaired.\n\n8.6 \"P4\" means Low Impact --\nService Fully Usable."]]
