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Looker Support
Services Guide
Last modified: August 1, 2022
The Google Cloud Platform Technical Support Services
Guidelines at the following url: https://cloud.google.com/terms/tssg
(the
" Guidelines
")
describe how Google will offer TSS (as defined below) to
Customer for Looker Services, except as outlined in this
Looker Support Services Guide (the "Guide"), which is
incorporated into the Guidelines. Capitalized terms used
but not defined in this Guide have the meanings given to
them in the Guidelines. “Looker Services” means any
software or services (excluding Professional Services)
offered by Google under the agreement that governs
Customer’s access to and use of the Looker product.
GENERAL SUPPORT SERVICES TERMS
1. Services Updates
1.1 New Releases.
Google will notify Customer
of new releases of the Looker Services if and when they
are made available. Releases may include version updates
to the Looker Services, feature releases, and patches. The
Documentation has additional information about releases,
including at the following url https://docs.looker.com/relnotes/intro
.
1.2 End of Life Policy.
Google provides TSS for the
most recent minor release (e.g. 20.4), the previous two
minor releases (e.g. 20.3, 20.2) and the most recent
extended support release (as described in the
Documentation, including at the following url https://docs.looker.com/relnotes/esr-overview
).
Google publishes the full list of TSS-supported releases
in the Documentation at the following url looker.com/docs/supported-releases
.
This list changes with each release of the Looker
Services.
2. Maintenance
To ensure optimal performance of the Looker 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 Looker Services,
Google will use commercially reasonable efforts to provide
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
Looker Services, Google will use commercially reasonable
efforts to provide advance notice of such Maintenance.
Maintenance notices noted above will be provided via an
email to the Notification Email Address.
4. Collaborative Support
Collaborative Support is not available for the Looker
Services.
5. Definitions
5.1 Documentation
Documentation means the
Google user guides and manuals (as may be updated from
time to time) in the form generally made available by
Google to its customers for internal use with the Looker
Services.
5.2 Google Support Personnel
Google Support Personnel
means the Google representatives responsible for handling
services requests for the Looker Services.
5.3 Maintenance
Maintenance means maintenance
work performed on hardware or software delivering the
Looker Services.
5.4 Notification Email
Address
Notification Email Address
means the email address designated by Customer in the
order form for the Looker Services or updated by Customer
via an email notification to Google.
5.5 TSS
TSS means the technical
support services provided by Google to Customer under the
then-current Guidelines, as amended by this Guide.
6. Additional Terms
For the avoidance of doubt, Google has no obligation to
provide TSS for any Looker Service that is an Alpha or
Beta version, feature, or functionality of the Looker
Services.
Google will provide Standard, Enhanced or Premium Support
(as applicable) to Customer for the Looker Services as
detailed below:
STANDARD SUPPORT SERVICES
Enrollment and Payment
If Customer is an existing Google Cloud Standard Support
customer and purchases Looker Services, the Customer’s
existing support package automatically will include the
Looker Services as a component of Customer’s support fees.
This incremental fee for Standard Support will be charged
as part of the variable fee calculation applicable to
Customer’s Standard Support Services.
ENHANCED SUPPORT SERVICES
Enrollment and Payment
If Customer is an existing Google Cloud Enhanced Support
customer and purchases Looker Services, the existing
support package automatically will include the Looker
Services. This incremental fee for Enhanced Support will
be charged as part of the variable fee calculation
applicable to Customer’s Enhanced Support Services.
Enrollment and Payment
If Customer is an existing Google Cloud Premium Support
customer and purchases Looker Services, the existing
support package automatically will include the Looker
Services as a component of Customer’s support fees. This
incremental fee for Premium Support will be charged as
part of the variable fee calculation applicable to
Customer’s Premium Support Services.
[[["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,["# Looker Support Services Guide\n\n- [Back to Google Cloud Terms Directory](/product-terms)\n- \n- Current \n\nLooker Support\nServices Guide\n=============================\n\nLast modified: August 1, 2022\nThis is not the current version of this document and is provided for archival purposes. [View the current version](/terms/tssg/looker) \nThe Google Cloud Platform Technical Support Services\nGuidelines at the following url:\n[https://cloud.google.com/terms/tssg](/terms/tssg)\n(the\n\"[Guidelines](/terms/tssg)\")\ndescribe how Google will offer TSS (as defined below) to\nCustomer for Looker Services, except as outlined in this\nLooker Support Services Guide (the \"Guide\"), which is\nincorporated into the Guidelines. Capitalized terms used\nbut not defined in this Guide have the meanings given to\nthem in the Guidelines. \"Looker Services\" means any\nsoftware or services (excluding Professional Services)\noffered by Google under the agreement that governs\nCustomer's access to and use of the Looker product. \n\n#### GENERAL SUPPORT SERVICES TERMS\n\n#### 1. Services Updates\n\n1.1 New Releases.\n\nGoogle will notify Customer\nof new releases of the Looker Services if and when they\nare made available. Releases may include version updates\nto the Looker Services, feature releases, and patches. The\nDocumentation has additional information about releases,\nincluding at the following url\n\u003chttps://docs.looker.com/relnotes/intro\u003e.\n\n1.2 End of Life Policy.\n\nGoogle provides TSS for the\nmost recent minor release (e.g. 20.4), the previous two\nminor releases (e.g. 20.3, 20.2) and the most recent\nextended support release (as described in the\nDocumentation, including at the following url\n\u003chttps://docs.looker.com/relnotes/esr-overview\u003e).\nGoogle publishes the full list of TSS-supported releases\nin the Documentation at the following url\n[looker.com/docs/supported-releases](https://docs.looker.com/relnotes/supported-releases).\nThis list changes with each release of the Looker\nServices. \n\n#### 2. Maintenance\n\nTo ensure optimal performance of the Looker Services,\nGoogle performs periodic Maintenance. In most cases,\nMaintenance will have limited or no negative impact on the\navailability and functionality of the Services. If Google\nexpects planned Maintenance to negatively affect the\navailability or functionality of the Looker Services,\nGoogle will use commercially reasonable efforts to provide\nadvance notice of the Maintenance. In addition, Google may\nperform emergency unscheduled Maintenance at any time. If\nGoogle expects such emergency unscheduled Maintenance to\nnegatively affect the availability or functionality of the\nLooker Services, Google will use commercially reasonable\nefforts to provide advance notice of such Maintenance.\nMaintenance notices noted above will be provided via an\nemail to the Notification Email Address. \n\n#### 3. Language Support\n\nThe parties agree that all support provided by Google for\nthe Looker Services will be provided in English or in\nJapanese at the hours set forth for these languages at the\nfollowing URL:\n[https://cloud.google.com/support/docs/language-working-hours](/support/docs/language-working-hours). \n\n#### 4. Collaborative Support\n\nCollaborative Support is not available for the Looker\nServices. \n\n#### 5. Definitions\n\n5.1 Documentation\n\nDocumentation means the\nGoogle user guides and manuals (as may be updated from\ntime to time) in the form generally made available by\nGoogle to its customers for internal use with the Looker\nServices.\n\n5.2 Google Support Personnel\n\nGoogle Support Personnel\nmeans the Google representatives responsible for handling\nservices requests for the Looker Services.\n\n5.3 Maintenance\n\nMaintenance means maintenance\nwork performed on hardware or software delivering the\nLooker Services.\n\n5.4 Notification Email\nAddress\n\nNotification Email Address\nmeans the email address designated by Customer in the\norder form for the Looker Services or updated by Customer\nvia an email notification to Google.\n\n5.5 TSS\n\nTSS means the technical\nsupport services provided by Google to Customer under the\nthen-current Guidelines, as amended by this Guide. \n\n#### 6. Additional Terms\n\nFor the avoidance of doubt, Google has no obligation to\nprovide TSS for any Looker Service that is an Alpha or\nBeta version, feature, or functionality of the Looker\nServices.\n\nGoogle will provide Standard, Enhanced or Premium Support\n(as applicable) to Customer for the Looker Services as\ndetailed below: \n\n#### STANDARD SUPPORT SERVICES\n\n#### Enrollment and Payment\n\nIf Customer is an existing Google Cloud Standard Support\ncustomer and purchases Looker Services, the Customer's\nexisting support package automatically will include the\nLooker Services as a component of Customer's support fees.\nThis incremental fee for Standard Support will be charged\nas part of the variable fee calculation applicable to\nCustomer's Standard Support Services. \n\n#### ENHANCED SUPPORT SERVICES\n\n#### Enrollment and Payment\n\nIf Customer is an existing Google Cloud Enhanced Support\ncustomer and purchases Looker Services, the existing\nsupport package automatically will include the Looker\nServices. This incremental fee for Enhanced Support will\nbe charged as part of the variable fee calculation\napplicable to Customer's Enhanced Support Services. \n\n#### PREMIUM SUPPORT SERVICES\n\n#### Enrollment and Payment\n\nIf Customer is an existing Google Cloud Premium Support\ncustomer and purchases Looker Services, the existing\nsupport package automatically will include the Looker\nServices as a component of Customer's support fees. This\nincremental fee for Premium Support will be charged as\npart of the variable fee calculation applicable to\nCustomer's Premium Support Services."]]
