Google Workspace

Reseller Technical Support Services Guidelines

The following Reseller technical support guidelines ("Reseller TSSG") apply to support services for the Reseller Console and certain APIs made available by Google to Reseller. This Reseller TSSG is subject to the applicable terms and conditions in the Google Workspace Reseller Agreement ("Agreement").

  1. 1. Terms of Reseller Support

    • 1.1 Reseller Efforts to Fix Errors. Reseller is responsible for responding to any questions and complaints by Reseller's administrators or other third parties relating to Reseller's use of the Reseller Console, the APIs, and related Reseller tools, with support services to be provided at Reseller's own expense. Prior to making a support request to Google for the Reseller Console, the APIs, or any other related Reseller tools, Reseller will use commercially reasonable efforts to fix any error, bug, malfunction or network connectivity defect without escalation to Google. Thereafter, a Reseller Contact entitled to access and request support, as authorized by Reseller, may submit a written request for technical support through the Help Center, or through any other support portal as may be provided by Google to Reseller, or by telephone.

    • 1.2 Scope of Support for Reseller Tools. Google Technical Support Personnel will provide operational support for the generally provisioned production use of the Reseller Console, and APIs, with respect to the functionalities of these tools as provided by Google. However, Google will not have the obligation to debug, write or build any code or provide any other customizations or configurations or support of any kind to Reseller to facilitate Reseller's own applications or customizations in connection with its use of such Reseller tools.

    • 1.3 Characterization of Requests. Upon receiving a Request from Reseller Contact, Google will determine in its sole discretion whether the Request is a "Service Unusable Reseller Request," "Standard Support Reseller Request" or a "Feature Request" as defined in Section 4 (Defined Terms); Google's determination in this regard will be final and binding on Reseller.

    • 1.4 Procedures for Acknowledgement and Resolution of Requests. When making a Request, Reseller will provide requested diagnostic information including but not limited to: (i) detailed description of the problem, the configuration, and Reseller's network; (ii) relevant data; and (iii) further communication via email or telephone to answer questions and assist Google Technical Support Personnel as appropriate.

    • 1.5 Request Acknowledgement. Google's response to a Request may consist of receipt of and acknowledgement of the Request by Google, and may not include or guarantee resolution of that Request. Reseller acknowledges and understands that the Reseller Console and the APIs provided by Google may not be perfect or error-free and that, despite Google's commercially reasonable efforts, Google may be unable to resolve a Request. Google makes no promises, guarantees or assurances of any kind that it will be able to resolve all of a Reseller's Requests.

    • 1.6 Feature Requests. If a Request is deemed by Google to be a Feature Request, Google will log such Feature Request for consideration to add to a future update or release of the Reseller Console or the APIs as applicable, and shall consider the matter closed. Google shall be under no obligation to respond to or resolve any Feature Request or to include any such Feature Request in any future update or release. Reseller will not disclose anything that could be considered proprietary or confidential in a Feature Request and understands that Google may use such information to enhance its support and Reseller tools generally.

    • 1.7 API Version Deprecation. Reseller understands that any APIs made available to Reseller are subject to Google’s standard terms of use for such API including with respect to the API deprecation policy. Reseller is responsible to modify applicable computer programs for provisioning and managing Customer Domains and End Users as needed in order to transfer functionality from a deprecated API to a supported API version as provided by Google. Google Technical Support Personnel is under no obligation to respond to, or resolve, Requests for deprecated versions of the APIs.

  2. 2. Accessing Reseller Support. 

    • 2.1 Support Hours and Target Initial Response Times. Google will provide access to Reseller Standard Support on a 24 x 7 basis. The target initial response time for Standard Support Reseller Requests is one Business Day, during business hours in the applicable Reseller region. The target initial response time for Service Unusable Reseller Requests is one hour. If contact is made for a Service Unusable Reseller Request outside of the Hours of Operation, a telephone call is needed from Reseller to trigger a support response in the same target response time of one hour.

    • 2.2 PIN for Reseller Support. Unless otherwise notified or required by Google, Reseller must have a PIN in order receive support for the Reseller Console and the APIs. This PIN will be updated periodically and is available via the Reseller Console.

  3. 3. General Provisions 

    • 3.1 Updates to the Reseller TSSG. This Reseller TSSG may be updated by Google from time to time. Google will make the updated URL terms available to Reseller.

    • 3.2 Maintenance. To ensure optimal performance of the Reseller Console, Google periodically performs Maintenance on the Reseller Console. In most cases, Maintenance will have limited or no negative material impact on the availability and functionality of the Reseller Console. If Google expects that a planned Maintenance event to materially affect the availability or functionality of the Reseller Console, Google will make commercially reasonable efforts to provide advance notice of such Maintenance through the Reseller Console, or email to the Reseller Notification Email Address, or both.

    • 3.3 Support Language. The parties agree that all support provided by Google to Reseller pursuant to this Reseller TSSG will be provided in the English language.

    • 3.4 Term of Reseller Support. The support services provided by Google pursuant to this Reseller TSSG will be limited to the term of the Agreement entered into by Reseller and Google under the Agreement. Google has no obligation to provide any support services to Reseller after the expiration or termination of the Agreement.

  4. 4. Defined Terms. For the purpose of these Guidelines, the capitalized terms used in this Reseller TSSG will have the following meanings. All other capitalized terms not defined herein shall have the meaning set forth in the Agreement. 

    1. 1. "APIs" means any Google APIs made generally available to Reseller to assist with provisioning and managing Customer Domains and End User Accounts and the use of which is subject to Google’s separate standard terms of use for the relevant API currently located at https://developers.google.com/google-apps/admin-api-terms, as such URL may be periodically updated by Google.

    2. 2. "Business Day" means any day other than Saturday, Sunday or commonly recognized international holiday in the Reseller specific region.

    3. 3. "Feature Request" means means a Request that is unique to Reseller to incorporate a new or modified feature or to enhance an existing feature of the Reseller Console, or the APIs, that is not yet available as part of the existing generally available Reseller Console or the APIs.

    4. 4. "Google Technical Support Personnel" means means the representatives responsible for handling Reseller Console and APIs technical support Requests made by Reseller Contacts.

    5. 5. "Help Center" means the online help center for the Reseller Console at http://support.google.com/a/ or such other URL that Google may provide, and the online developer documentation for the APIs at http://developers.google.com/ or such other URL that Google may provide.

    6. 6. "Hours of Operation" are Sunday 4:00 PM to Friday 5:00 PM Pacific Standard Time.

    7. 7. "Maintenance" means maintenance work that is performed by Google on the hardware or software used to provide the Reseller Console and APIs.

    8. 8. "Request" means means a request from Reseller to Google Technical Support Personnel for technical support to resolve a question or problem report regarding the Reseller Console or the APIs.

    9. 9. "Reseller Console" means the online interface provided by Google to Reseller for provisioning and managing Customer Domains and End User Accounts.

    10. 10. "Reseller Contacts" means the Reseller administrators designated in the Reseller Console and entitled to make Requests.

    11. 11. "Reseller Notification Email Address" means the email address designated by Reseller to receive email notifications from Google as designated by Reseller in the Reseller Console.

    12. 12. "Reseller Standard Support" includes access to the Help Center as well as access for Reseller Contacts to basic phone support and a contact form or support portal as provided by Google for the submission of a Request.

    13. 13. "Service Unusable Reseller Request" means a Request submitted in any situation where Reseller is unable to access or use the Reseller Console or one or more of the APIs for the majority of its administrators for a period of time greater than fifteen minutes.

    14. 14. "Standard Support Reseller Request" means a Request made by Reseller to Google that is not a Service Unusable Reseller Request or Feature Request.