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Looker Support Services Guide
Last modified: July 18, 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.
PREMIUM SUPPORT SERVICES AND PARTNER-LED
PREMIUM 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 Services Guide\n=============================\n\nLast modified: July 18, 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 Guidelines at the\nfollowing url:\n[https://cloud.google.com/terms/tssg](/terms/tssg)\n(the \"[Guidelines](/terms/tssg)\")\ndescribe how Google will offer TSS (as defined below) to Customer for Looker\nServices, except as outlined in this Looker Support Services Guide (the \"Guide\"),\nwhich is incorporated into the Guidelines. Capitalized terms used but not defined in\nthis Guide have the meanings given to them in the Guidelines. \"Looker Services\"\nmeans any software or services (excluding Professional Services) offered by Google\nunder the agreement that governs Customer'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 of new releases of the Looker Services if and when they\nare made available. Releases may include version updates to the Looker Services,\nfeature releases, and patches. The Documentation has additional information about\nreleases, including 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 most recent minor release (e.g. 20.4), the previous two\nminor releases (e.g. 20.3, 20.2) and the most recent extended support release (as\ndescribed in the Documentation, including at the following url\n\u003chttps://docs.looker.com/relnotes/esr-overview\u003e). Google publishes the full list\nof TSS-supported releases in the Documentation at the following url\n[looker.com/docs/supported-releases](https://docs.looker.com/relnotes/supported-releases). This list changes with each release of the\nLooker Services. \n\n#### 2. Maintenance\n\nTo ensure optimal performance of the Looker Services, Google performs periodic\nMaintenance. In most cases, Maintenance will have limited or no negative impact on\nthe availability and functionality of the Services. If Google expects planned\nMaintenance to negatively affect the availability or functionality of the Looker\nServices, Google will use commercially reasonable efforts to provide advance notice\nof the Maintenance. In addition, Google may perform emergency unscheduled\nMaintenance at any time. If Google expects such emergency unscheduled Maintenance to\nnegatively affect the availability or functionality of the Looker Services, Google\nwill use commercially reasonable efforts to provide advance notice of such\nMaintenance. Maintenance notices noted above will be provided via an email to the\nNotification Email Address. \n\n#### 3. Language Support\n\nThe parties agree that all support provided by Google for the Looker Services will\nbe provided in English or in Japanese at the hours set forth for these languages at\nthe following URL: [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 Services. \n\n#### 5. Definitions\n\n5.1 Documentation\n\nDocumentation means the Google user guides and manuals\n(as may be updated from time to time) in the form generally made available by\nGoogle to its customers for internal use with the Looker Services.\n\n5.2 Google Support Personnel\n\nGoogle Support Personnel means the Google\nrepresentatives responsible for handling services requests for the Looker Services.\n\n5.3 Maintenance\n\nMaintenance means maintenance work performed on\nhardware or software delivering the Looker Services.\n\n5.4 Notification Email Address\n\nNotification Email Address means the email address\ndesignated by Customer in the order form for the Looker Services or updated by\nCustomer via an email notification to Google.\n\n5.5 TSS\n\nTSS means the technical support services provided by\nGoogle to Customer under the then-current Guidelines, as amended by this Guide. \n\n#### 6. Additional Terms\n\nFor the avoidance of doubt, Google has no obligation to provide TSS for any Looker\nService that is an Alpha or Beta version, feature, or functionality of the Looker\nServices.\n\nGoogle will provide Standard, Enhanced or Premium Support (as applicable) to\nCustomer for the Looker Services as detailed below: \n\n#### STANDARD SUPPORT SERVICES\n\n#### Enrollment and Payment\n\nIf Customer is an existing Google Cloud Standard Support customer and purchases\nLooker Services, the Customer's existing support package automatically will include\nthe Looker Services as a component of Customer's support fees. This incremental fee\nfor Standard Support will be charged as part of the variable fee calculation\napplicable to Customer's Standard Support Services. \n\n#### ENHANCED SUPPORT SERVICES\n\n#### Enrollment and Payment\n\nIf Customer is an existing Google Cloud Enhanced Support customer and purchases\nLooker Services, the existing support package automatically will include the Looker\nServices. This incremental fee for Enhanced Support will be charged as part of the\nvariable fee calculation applicable to Customer's Enhanced Support Services. \n\n#### PREMIUM SUPPORT SERVICES AND PARTNER-LED\nPREMIUM SUPPORT SERVICES\n\n#### Enrollment and Payment\n\nIf Customer is an existing Google Cloud Premium Support customer and purchases\nLooker Services, the existing support package automatically will include the\nLooker Services as a component of Customer's support fees. This incremental fee for\nPremium Support will be charged as part of the variable fee calculation applicable\nto Customer's Premium Support Services."]]
