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GOOGLE COMMERCE SEARCH

TECHNICAL SUPPORT SERVICES GUIDELINES ("TSSG")

The following technical support guidelines ("Guidelines") apply to support services for the Google Commerce Search solution provided by Google Inc. ("Google") to you ("Customer") pursuant to the terms and conditions in the agreement entered into between Google and Customer (the "Agreement").
  1. Definitions.

    For the purpose of these Guidelines, the following capitalized terms will have the following meanings. All other capitalized terms not defined herein will have the meaning set forth in the Agreement.

    1. "Business Day" means any day other than Saturday, Sunday or a regional holiday as listed at http://www.google.com/support/enterprise/go/holidays or such other URL that may be listed on the Google Enterprise Support Site. For: (a) Customers located in Europe, Middle East and Africa, refer to the Google Enterprise Support Holidays in EMEA; or (b) Customers located in the Asia Pacific region, refer to the Google Enterprise Support Holidays in Asia Pacific; and (c) Customers located in the Americas region, refer to the Google Enterprise Support Holidays in the Americas.
    2. "Business Hour" means a time period of one hour within the Hours of Operation.
    3. "Hours of Operation" means either: (a) for Customers located in Europe, Middle East and Africa, 7:00 a.m to 5:00 p.m Greenwich Mean Time (GMT) on Business Days; (b) for Customers located in the Asia Pacific region, 7:00 a.m to 5:00 p.m. Japan Time; or (c) for Customers located in the Americas, 6:00 a.m. to 5:00 p.m. Pacific Time on Business Days.
    4. "Customer Contacts" means administrators designated in the Administrative Console.
    5. "Google Technical Support Personnel" mean the Google representatives responsible for handling technical support requests.
    6. "Priority 1 Request" is a Request to resolve a situation where Customer is unable to access or use the Service for the majority of its End Users for a period of time greater than fifteen minutes.
    7. "Priority 2 Request" is a Request to resolve an error, bug, or malfunction that causes significant degradation of a user-facing feature, or has high business impact, without causing a Priority 1 issue.
    8. "Priority 3 Request" is a support request that is not: (a) a Priority 2 Request; (b) a Priority 1 Request; or (c) a Feature Request.
    9. "Standard Request" is a Request to resolve a Priority 2 or Priority 3 problem.
    10. "Feature Request" means a Request that is unique to Customer and is not a Priority 3 Request, Priority 2 Request, or a Priority 1 Request (as determined in the sole discretion of Google), which includes but is not limited to requests by a Customer Contact to incorporate a new feature or enhance an existing feature of the Service.
    11. "Request" means a request from Customer Contact to Google Technical Support Personnel for technical support to resolve a question or problem report regarding the Service.
    12. "Support Incident" means a single request for assistance to resolve one Request.
    13. "Business Critical Support" means an enhanced level of support providing enhanced Priority 1 Request response time and availability of technical support.
    14. "Google Enterprise Support Site" (or "GES Site") means the online support portal provided by Google for use by its Customers, and which includes the web form for submitting support Requests (currently at http://www.google.com/enterprise/portal, or such other URL as may be updated by Google from time to time), and related public content hosted elsewhere and directly linked from the URL provided.
  2. Accessing Support.
    1. Customer Efforts to Fix Errors. Prior to making a request to Google, Customer will use reasonable efforts to fix any error, bug, malfunction or network connectivity defect without escalation to Google. Thereafter, a Customer Contact entitled to access support may submit a written request for technical support through the online help center accessible at http://www.google.com/support/enterprise/go/support_info#gcs or such URL as Google may provide.
    2. Characterization of Requests. Upon receiving a request from Customer Contact, Google will determine in its sole discretion whether the request is a Priority 1 Request, Priority 2 Request, Priority 3 Request or a "Feature Request" as defined in 1.6, 1.7, 1.8 and 1.10.
    3. Support Hours and Target Initial Response Times.

      For Priority 1 Requests Google will attempt to respond to properly submitted support requests within 1 hour of receipt of the Request on a 24x7 basis. For access during Business Hours, Google will provide access via phone. After Business Hours, support is only available if specifically triggered by Customer Contact via the designated instructions provided at the time service is established and as documented in the GES Site. They may be updated from time to time thereafter by notification to Customer Contact.

      For Priority 2 Requests Google will attempt to respond to properly submitted support requests within one Business Day during Business Hours. E-mail will be used as the medium of communication once a Request is initiated by Customer Contact from the web form at the GES Site.

      For Priority 3 Requests Google will attempt to respond to properly submitted support requests within one Business Day during Business Hours. E-mail will be used as the medium of communication once a Request is initiated by Customer Contact from the web form at the GES Site.

      Google will use commercially reasonable efforts to provide a fix.

    4. Procedures for Acknowledgement and Resolution of Requests. When making a Request, Customer will provide requested diagnostic information including but not limited to: (i) describing the problem, the configuration, and Customer's network; (ii) providing relevant data; and (iii) communicating further via email or telephone to answer questions and assist Google Technical Support Personnel as appropriate.
    5. Characterization of Requests. Upon receiving a Request from a Customer Contact, Google Technical Support Personnel will in their sole discretion characterize each Request as a Priority 1 Request, Priority 2 Request, Priority 3 Request, or a Feature Request. Any such determination made by Google will be final and binding on Customer.
    6. Request Acknowledgement. A response to a Request may consist only of receipt of and acknowledgement by Google of the Request and may not include a resolution of that Request. Customer acknowledges and understands that the Services provided by Google may not be perfect or error-free and that, despite Google's commercially reasonable efforts, Google may be unable to provide answers to or resolve some or all Requests. Google makes no promises, guarantees or assurances of any kind that it will be able to resolve all of Customer's Requests.
    7. Feature Requests. If a Request is deemed by Google to be a Feature Request, Google will log the Feature Request for consideration to add to a future update or release of the Service and will consider the matter closed. Google will 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.
  3. General Provisions.
    1. Updates to Guidelines. These Guidelines may be updated by Google from time to time, by posting the updated Guidelines to this URL, or other such URL as provided by Google from time to time.
    2. Language. The parties agree that all support provided by Google to Customer pursuant to these Guidelines will be provided in the English language.
    3. Term of Support. The support services provided by Google pursuant to these Guidelines will be limited to the term of the Agreement entered into by Customer and Google. Google will have no obligation to provide any support services to Customer after the expiration or termination of such Agreement.