Google Workspace Technical Support Services Guidelines
Last modified: 31 May 2023
The following Technical Support Services Guidelines ('Guidelines') apply to support services for Google Workspace Services ('Services'), except for the services and editions identified in Section 5 (Excluded Services and Editions) below that are not eligible for support services. Capitalised terms not defined herein have the meaning set forth in the agreement that governs Customer's use of Google Workspace Services ('Agreement').
- 1. Support Request submission
- 1.1 Customer efforts to fix errors. Prior to making a Request to Google, the Customer will use reasonable efforts to resolve issues and fix any error, bug, malfunction or network connectivity defect without escalation to Google. The Customer Contact may then submit a Request for technical support as specified at https://support.google.com/a/answer/1047213 or as such URL may be updated by Google.
- 1.2 Characterisation of Requests. The Customer will designate priority when submitting Requests. On receipt of a Request from a Customer Contact, Google will determine whether the Request is a 'Service Unusable', 'Standard Request' or a 'Feature Request' (as defined in section 7 (Definitions)). Any such determination made by Google is final and binding on the Customer. Google reserves the right to reclassify the Customer's Priority designation if (a) Google believes that the Customer's Priority designation is incorrect or (b) the Customer fails to maintain continuous availability, as described in Section 1.3 (Procedures for Acknowledgement and Resolution of Requests). Google will inform the Customer of any such reclassification in Google's response to the support Request. The Customer may appeal any such reclassification to Google's support management for review through any available support channel. Any reclassifications by Google of the Priority designation pursuant to subsection (b) will be reversed if the Customer resumes continuous availability in accordance with Section 1.3 (Procedures for Acknowledgement and Resolution of Requests).
- 1.3 Procedures for acknowledgement and resolution of Requests. When making a Request, the Customer will provide requested diagnostic information including but not limited to: (i) describing the problem, the configuration and the Customer's network; (ii) providing relevant data and (iii) answering questions and assisting Google Support Personnel as appropriate. The Customer must provide up-to-date contact information (i.e. phone number or email address) to assist with data gathering, testing and applying resolutions. In the case of P1 Requests, the Customer must maintain continuous availability until resolution of such Requests.
- 1.4 Request acknowledgement. Google may respond to a Request by acknowledging receipt of the Request. The Customer acknowledges and understands that Google may be unable to provide answers to, or resolve all, Requests.
- 1.5 Feature Requests. If Google deems a Request to be 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 accommodate any such Feature Request in any future update or release.
- 2. Accessing Support
- 2.1 Google Help Centre. The Customer's End Users of the Services may access the Google Help Centre at https://support.google.com/a/ or such other URL as Google may provide. The Customer is responsible for responding to any questions and complaints from End Users or other third parties relating to the Customer's or its End Users' use of the Services, with such support services to be provided at the Customer's own expense.
- 2.2 Customer PIN. The Customer is required to provide a current Customer PIN when making a Request. The Customer will obtain such Customer PIN in the Admin console in order to access and receive support for the Services from Google. If the Customer is unable to provide the current Customer PIN when prompted, the Customer will only be able to access the Google Help Centre and post a question to its online help forum, until such time as the Customer PIN is restored. The customer PIN may be updated periodically and is only available in the Admin console.
- 2.3 Compliance with applicable law. Google will not provide TSS if prohibited from doing so by applicable law.
- 3. Chrome support
- 3.1 Availability of
support. In addition to Requests related to the Services, Google will respond
in accordance with these guidelines to Requests related to Chrome:
- i. For all Workspace End-User Accounts;
- ii. If the Customer is paying for 100 or more concurrent Workspace End-User Accounts, for all other end users associated with the Customer's domain.
- 3.2 Supported issue types. Google Support Personnel will respond to Requests related to Chrome installation, Chrome Core Functionality, Chrome's security, administrative policies and Chrome's interoperability with Services on Supported Platforms as set forth in these Guidelines. Google may choose to not respond to Requests for other Chrome-related technical issues, such as but not limited to, rendering problems for specific web pages, technical issues related to the underlying operating system, or 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.
- 3.1 Availability of support. In addition to Requests related to the Services, Google will respond in accordance with these guidelines to Requests related to Chrome:
- 4. Support Levels
- 4.1 Generally. As part of the customer's order of the services, Google will provide Standard Support to the customer. The Customer may order additional TSS for an additional fee.
- 4.2 Standard Support.
Customer will receive the following:
- i. Automatic product upgrades of the Services
- ii. Maintenance updates of the Services
- iii. Online self-help and training for End Users and Administrators designed to assist Customer with implementation and use of the Services
- iv. Ability to submit a support Request
- v. Status Dashboard and support portal providing real-time publicly available status information for the Services
- 4.3 Fee Commitments. Some TSS require a one-year fee commitment. When the Customer enrols in such TSS, any applicable fees will be pro-rated for that month and then continue to apply for each month in the one-year commitment period.
- 4.4 Support Hours and Target Initial
- i. Google will provide access to Google Help Centre support for the Customer on a 24x7 basis.
- ii. Target initial response times.
Target Initial Response Times during the Hours of Operation Priority Standard Support Enhanced Support Premium Support P1 4 hours 24x7 1 hour 24x7 15 minutes 24x7 P2 8 hours 4 hours 24x7 2 hours 24x7 P3 24 hours 8 hours 4 hours 24x7 P4 24 hours 8 hours 8 hours
- 4.5 Enhanced Support.
Enhanced Support will be provided in English language (24x7) and in Japanese language
during Business Hours. For any Requests in Japanese language submitted outside of
Opening Hours, Google will respond within the target initial response times stated for
Workspace Standard Support.
- i. Value Add
Services. The Customer may purchase the following Value Add
Services for Enhanced Support for an additional fee.
- a. Technical Account Advisor Service (TAAS). The Customer will receive access to a Technical Account Advisor. TAAS includes: (a) guided support onboarding, (b) guidance on best practices for case handling, (c) management of technical support escalations, (d) reviews of operational and case metrics and (e) recommendations for training and optimisation of the Services.
- i. Value Add Services. The Customer may purchase the following Value Add Services for Enhanced Support for an additional fee.
- 4.6 Premium Support.
- i. Premium Support will be provided in English language (24x7) and in Japanese language during Business Hours. For any Requests in Japanese language submitted outside of Opening Hours, Google will respond within the target initial response times stated for Workspace Standard Support.
- ii. As part of the Premium Support offering, customers will receive access to a named Technical Account Manager to (a) assist Customer in developing a strategy with respect to the Services, (b) provide best practice guidance on implementation and use of the Services, and (c) manage technical support escalations and coordinate with Google subject matter experts to address technical inquiries related to the services. Additional access to Technical Account Management may be purchased, subject to additional fees and terms.
- iii. Value Add
Services. The Customer may purchase the following Value Add Services for
Premium Support for an additional fee.
- a. Assured Support. Google will provide TSS for Assured Controls ('Assured Support') in accordance with the Customer-selected support portal controls. All requests for Assured support by the customer must be submitted via the 'new case' option from within the support portal. Notwithstanding Section 6.2 (Language), Google will provide Assured Support in English language only.
- 4.7 Legacy Standard Support. Notwithstanding any other term of Section 4 (Support levels), the following terms will apply if the Customer enrolled in Standard Support prior to 6 October 2020: P1 Priority Support Requests are responded to with a target initial response time of one hour and are responded to 24x7; and P2, P3 and P4 Priority Support Requests are responded to with an initial target response time of one working day or less.
- 5. Excluded services and editions
Notwithstanding any term of the Agreement that may indicate otherwise, (a) Google does not offer TSS for any of the following: Chrome Sync (when included in any edition of Google Workspace for Education); the Google Workspace Essentials Starter edition; or any Additional Products; and (b) TSS is provided for AppSheet under the AppSheet support service guidelines at https://www.appsheet.com/Home/TSSG and not these Guidelines.
- 6. General Provisions
- 6.1 Maintenance. To ensure optimal performance of the Services, Google performs periodic Maintenance. In most cases, Maintenance shall 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 shall 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 shall use commercially reasonable efforts to provide advance notice of such maintenance. Maintenance notices will be provided via the Google Workspace Dashboard, Admin console and/or support portal. In addition, if the Customer subscribes to Maintenance notices, the Customer may also be able to receive email and/or RSS feed notifications of Maintenance.
- 6.2 Language. Except as stated otherwise in these Guidelines, all support provided by Google Support Personnel pursuant to these Guidelines will be provided in the English language, or during listed hours in one of the additional languages documented in these Guidelines or at https://support.google.com/a/table/3247295 or such other URL as Google may provide. Support outside of these hours can be obtained via English language support channels.
- 6.3 Term of Support. Google shall only provide the support services described in these Guidelines during the term of the Agreement and shall have no obligation to provide any support services to the Customer after the expiry or termination of such Agreement.
- 6.4 On-site support. Google may, at its discretion and upon approval from the Customer, send Google Support Personnel on site in response to an issue that cannot be resolved remotely. Google Support Personnel performing support at the Customer's facilities will comply with the Customer's reasonable onsite policies and procedures made known to Google in writing in advance.
- 7. Definitions
For the purpose of these Guidelines, the capitalised terms below will have the following meanings:
- 7.1 'Business Hours' means business hours in Japan, namely, 09:00 to 17:00 on Monday to Friday Japan Standard Time.
- 7.2 '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://www.google.com/chrome/business/ or at another URL that Google may provide.
- 7.3 'Chrome Core Functionality' means the features and functionality in the latest released Chrome browser version, excluding Google Chrome extensions, Google Play and Google Cloud Print.
- 7.4 'Customer Contacts' means Administrators designated in the Admin Console.
- 7.5 '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.
- 7.6 'Google Support Personnel' means the Google representatives responsible for handling technical support requests.
- 7.7 'Hours of Operation' means the hours listed at https://support.google.com/a/table/3247295 for each country except for holidays in local time for each region as documented in the Admin Console.
- 7.8 'Maintenance' means maintenance work that is performed on hardware or software delivering the Services.
- 7.9 'Priority' means the level of impact that a Request is having on the Customer's operations and is used to establish target response times. Definitions of available priority levels can be found on our Help Centre: https://support.google.com/a/answer/1047213
- 7.10 'Request' means a request from the Customer to Google Support Personnel for technical support to resolve a question or problem regarding the Services and Chrome.
- 7.11 '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 the Customer's network is not receiving any inbound email (and/or sending outbound email) from the Services. The Customer must identify a Request as Service Unusable by designating it as a P1 Priority support Request.
- 7.12 'Standard Request' means a Request made by the Customer to Google that is not a Service Unusable Request or Feature Request.
- 7.13 '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. Chrome OS is not a Supported Platform under these Guidelines; dedicated Google technical support and hardware service for Chrome OS is available under a separate agreement. For clarity, Chrome Frame is a separate product not covered under these Guidelines.
- 7.14 'Value Add Services' means additional TSS available to the Customer for an additional fee.
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