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Last modified: November 02, 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 Platform 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 Platform Services” means the Looker software or
services provided by Google to Customer, but excluding
Professional Services and Looker Studio.
GENERAL SUPPORT SERVICES TERMS
1. Services Updates
1.1 New Releases.
Google will notify Customer
of new releases of the Looker Platform Services if and
when they are made available. Releases may include version
updates to the Looker Platform 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 Platform
Services.
2. Maintenance
To ensure optimal performance of the Looker Platform
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 Platform
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 Platform 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
Platform 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
Platform Services.
5.2 Google Support Personnel
Google Support Personnel
means the Google representatives responsible for handling
services requests for the Looker Platform Services.
5.3 Maintenance
Maintenance means maintenance
work performed on hardware or software delivering the
Looker Platform Services.
5.4 Notification Email
Address
Notification Email Address
means the email address designated by Customer in the
order form for the Looker Platform 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
Platform Services.
Google will provide Standard, Enhanced or Premium Support
(as applicable) to Customer for the Looker Platform
Services as detailed below:
STANDARD SUPPORT SERVICES
Enrollment and Payment
If Customer is an existing Google Cloud Standard Support
customer and purchases Looker Platform Services, the
Customer’s existing support package automatically will
include the Looker Platform 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 Platform Services, the
existing support package automatically will include the
Looker Platform Services as a component of customer's
support fees. 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 Platform Services, the
existing support package automatically will include the
Looker Platform 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 Platform\nSupport Services Guide\n======================================\n\nLast modified: November 02, 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\u003chttps://cloud.google.com/terms/tssg\u003e\n(the\n\"[Guidelines](https://cloud.google.com/terms/tssg)\")\ndescribe how Google will offer TSS (as defined below) to\nCustomer for Looker Platform Services, except as\noutlined in this Looker Support Services Guide (the\n\"Guide\"), which is incorporated into the Guidelines.\nCapitalized terms used but not defined in this Guide\nhave the meanings given to them in the Guidelines.\n\"Looker Platform Services\" means the Looker software or\nservices provided by Google to Customer, but excluding\nProfessional Services and Looker Studio. \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 Platform Services if and\nwhen they are made available. Releases may include version\nupdates to the Looker Platform Services, feature releases,\nand patches. The Documentation has additional information\nabout releases, 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\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 Platform\nServices. \n\n#### 2. Maintenance\n\nTo ensure optimal performance of the Looker Platform\nServices, Google performs periodic Maintenance. In most\ncases, Maintenance will have limited or no negative impact\non the availability and functionality of the Services. If\nGoogle expects planned Maintenance to negatively affect\nthe availability or functionality of the Looker Platform\nServices, Google will use commercially reasonable efforts\nto provide advance notice of the Maintenance. In addition,\nGoogle may perform emergency unscheduled Maintenance at\nany time. If Google expects such emergency unscheduled\nMaintenance to negatively affect the availability or\nfunctionality of the Looker Platform Services, Google will\nuse commercially reasonable efforts to provide advance\nnotice of such Maintenance. Maintenance notices noted\nabove will be provided via an email to the Notification\nEmail Address. \n\n#### 3. Language Support\n\nThe parties agree that all support provided by Google for\nthe Looker Platform Services will be provided in English\nor in Japanese at the hours set forth for these languages\nat the following URL:\n\u003chttps://cloud.google.com/support/docs/language-working-hours\u003e. \n\n#### 4. Collaborative Support\n\nCollaborative Support is not available for the Looker\nPlatform Services. \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\nPlatform Services.\n\n5.2 Google Support Personnel\n\nGoogle Support Personnel\nmeans the Google representatives responsible for handling\nservices requests for the Looker Platform Services.\n\n5.3 Maintenance\n\nMaintenance means maintenance\nwork performed on hardware or software delivering the\nLooker Platform 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 Platform Services or updated by\nCustomer via 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\nPlatform Services.\n\nGoogle will provide Standard, Enhanced or Premium Support\n(as applicable) to Customer for the Looker Platform\nServices as detailed 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 Platform Services, the\nCustomer's existing support package automatically will\ninclude the Looker Platform Services as a component of\nCustomer's support fees. This incremental fee for Standard\nSupport will be charged as part of the variable fee\ncalculation applicable to Customer's Standard Support\nServices. \n\n#### ENHANCED SUPPORT SERVICES\n\n#### Enrollment and Payment\n\nIf Customer is an existing Google Cloud Enhanced Support\ncustomer and purchases Looker Platform Services, the\nexisting support package automatically will include the\nLooker Platform Services as a component of customer's\nsupport fees. This incremental fee for Enhanced Support\nwill be 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 Platform Services, the\nexisting support package automatically will include the\nLooker Platform Services as a component of Customer's\nsupport fees. This incremental fee for Premium Support\nwill be charged as part of the variable fee calculation\napplicable to Customer's Premium Support Services."]]
