CHROME OS FOR ENTERPRISE TECHNICAL SUPPORT SERVICES GUIDELINES

The following technical support services guidelines ("Guidelines") apply to support the Products and Services under your Chrome OS for Enterprise License Agreement entered into by and between Google and Customer (the "Agreement"). Capitalized terms not defined herein have the meaning set forth in the Agreement.

1. Support Request Submission
2. Accessing Support
3. Customer Obligations
4. General Provisions
5. Support Services
6. Glossary of Definitions

1.1. Characterization of Requests. Customer designates priority upon submission of Requests. Upon receiving a request from Customer Contact, Google will determine whether the request is a "Product Unusable," "Service Unusable," "Standard Request" or a "Feature Request" (as defined in Section 6). Any such determination made by Google is final and binding on Customer. Google reserves the right to change Customer’s Priority designation if Google believes that Customer’s designation is incorrect and will inform Customer of any such change in its response to the support Request. Customer may appeal any such reclassification to Google’s Support management for review through any available support channel.

1.2. 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 Support Personnel as appropriate.

1.3. Request Acknowledgement. Google may respond to a Request by acknowledging receipt of the Request. Customer acknowledges and understands that Google may be unable to provide answers to, or resolve all, Requests.

1.4. Feature Requests. If Google deems a Request as a Feature Request, Google will log such Request for consideration to add to a future update or release of the Solution and will consider the matter closed. Google is under no obligation to respond to or resolve any Feature Request or to include any such Feature Request in any future update or release.

2.1. Google Help Center.. Customer’s End Users of the Solution are provided support solely through the Google.com Help Center, which is accessible at http://www.google.com/support/ or such URL as Google may provide. Customer is responsible for responding to any questions and complaints by End Users or other third parties relating to Customer’s or its End Users’ use of the Solution, with such support services to be provided at Customer's own expense.

2.2. Support Hours and Target Initial Response Times. Google will provide access to help center and phone support for customers on a 24 x 7 basis. P1 Priority support Requests are responded to with a target initial response time of one hour and are responded to 24 x 7. If contact is made for a P1 Priority support Request on a weekend or applicable holiday, a phone call is needed to trigger a return support response. P2, P3 & P4 Priority support Requests are responded to during business hours of the location to which the Requests are assigned. P2 Priority support Requests will be responded to with an initial target response time of 1 business day or less.

2.3. Customer ID and PIN may be Required to Access Support. For the Solution, Customer will obtain a Customer PIN and Support PIN in the Admin Console in order to enable Customer to receive support from Google. Customer may be required to provide current Customer PIN and Support PIN in order to access support. If Customer is unable to provide both current Customer PIN and Support PIN when prompted, Customer will only be able to access the online help center and post a question to its online help forum, until such time as the Customer PIN and Support PIN are restored. The Customer PIN and Support PIN are updated periodically and are only available in the Admin Console.

3.1. 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 issue without escalation to Google. Thereafter, a Customer Contact may submit a written request for technical support through the support portal as provided by Google, or by phone.

3.2. Internet Access. Customer is obligated to provide network access to the Products for initial setup, Software updates, and receipt of the Services.

3.3 Return of Replaced Unit. If Google ships a replacement Product to Customer, Customer must ship the replaced Product back to Google or to Google's designated recipient: (i) in packaging supplied by Google and (ii) for receipt within forty-five days of the date Google shipped the replacement unit to Customer. If Customer fails to return a replaced Product pursuant to the above conditions, Customer will be liable to pay Google up to a maximum of $600 (or such other Product replacement amount specified in the applicable Order Form) for each replaced Product Customer has not returned as set forth above. Customer will follow instructions for return as provided by Google Support Personnel. 

4.1. Updates to Guidelines. Google may update these Guidelines from time to time but any update will not have a material adverse effect on Customer.

4.2. Maintenance. To ensure optimal performance of the 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 Services, Google will 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 will use commercially reasonable efforts to provide advance notice of such Maintenance. Maintenance notices noted above will be provided via the Help Center, Forums, Apps Status Dashboard, Admin Console and/or Support Portal. In addition, Customers who subscribe may also be able to receive email and/or RSS Feed notifications of Maintenance.

4.3. Language. The parties agree that all support provided by Google to Customer pursuant to these Guidelines will be provided in the English language.

4.4. Term of Support. Google will only provide the support services described in these Guidelines during the License Term of the Agreement and will have no obligation to provide any support services to Customer after the expiration or termination of such License Term or the Agreement.

4.5. Excluded Support. Notwithstanding any provision to the contrary herein: Google will have no obligation to provide TSS:
(i) for Products which do not have the latest Software update installed;
(ii) for Products on the Beta Channel, Developer Channel, or in Developer Mode;
(iii) if Customer deletes the Software from the Hardware or disables Google’s ability to make updates to the Software or Services;
(iv) for issues in interoperability with Third Party Products;
(v) for Products where the identification number is altered or removed; or
(vi) for any error, bug, defect or malfunction in the Solution that is caused by:
    (a) Customer’s failure to follow Google’s environmental, installation, operation or maintenance instructions or procedures (including use contrary to user manuals);
    (b) Customer’s improper handling or use, abuse, neglect, accident, negligence, or improper storage, servicing, shipment, or operation of the Solution (including use with incompatible equipment or in unsuitable physical environment);
    (c) modifications, disassembly, repairs or improper installation not performed by Google;
    (d) normal wear and tear;
    (e) problems with electrical power;
    (f) acts of nature;
    (g) accessories, parts, or components not provided by Google;
    (h) malicious software installed on the Products after Customer’s receipt; or
    (i) any Third Party Products.

5.1. Standard Software and Services Support.
All customers will receive Standard Software and Services TSS which includes the following:

• Automatic product upgrades of the Software and Services
• Maintenance updates of the Software and Services
• Documentation for End Users and Administrators designed to assist Customers with implementation and use of the Solution
• Access to support by phone and web
• Status Dashboard providing real-time publicly available status information for the Services

5.2. Standard Hardware Support. All customers will receive standard Hardware TSS as provided below.
a.   Hardware Issue. If Google Support Personnel determines that a bug, error, or malfunction is caused by the Hardware or a Hardware-related Software failure, Google may determine, in its sole discretion, to provide a replacement Product or repair the Product.
b.   Replacement. If Google deems it necessary, Google will ship to Customer a replacement Product with a comparable Hardware configuration, and typically with the most recent Software version installed. The replacement Product may be refurbished.
c.   Hardware Damage. TSS includes replacement of Hardware that is defective or damaged when Customer receives it, as determined in Google's sole discretion. Normal wear and tear during shipment does not constitute defective or damaged Hardware.
d.   Data on Hardware. Google is not responsible for the preservation of or any loss of data on Products returned to Google.

5.3. Premium Support (additional fees apply)
Premium Support services includes all of the items set forth in Sections 5.1 and 5.2 above as well as assignment by Google of a named TAM to Customer, beginning when Customer starts to use the Solution in production. The TAM will act as a point of contact for Customer for planning and escalation purposes, representing Customer to Google for important topics (including Engineering, Product Management and Support). The TAM will provide relevant information to Customer when available and address inquiries pertaining to the Services in use or planned for use. Google anticipates that for most customers Premium Support will not be necessary after an initial 12 month period, and Google may elect to not renew such support after such period.

For the purpose of these Guidelines, the capitalized terms below will have the following meanings:

"Customer Contacts" means Administrators designated in the Admin Console.

"Feature Request" means a Request by a Customer Contact to incorporate a new feature or enhance an existing feature of the Solution that is currently not available as part of the existing Solution.

"Google Support Personnel" mean the Google representatives responsible for handling technical support requests.

"Hardware" means the proprietary computer hardware provided by Google or its designee to Customer under an Order Form pursuant to the Agreement (including any replacement hardware provided under the Agreement), if applicable.

"Maintenance" means maintenance work that is performed on hardware or software delivering the Services.

"Priority" means the level of impact a Request is having on Customer’s operations and is used to establish target response times.

• P1: Critical Impact – Service or Product Unusable in Production
• P2: High Impact – Service or Product Use Severely Impaired
• P3: Medium Impact – Service or Product Use Partially Impaired
• P4: Low Impact – Service or Product Fully Usable

"Product Unusable" is any situation where Customer is unable to use the Products for the majority of its End Users. Customer must identify a Request as Product Unusable by designating it as a P1 Priority support Request.

"Products" means the Software and the Hardware.

"Request" means a request from Customer to Google Support Personnel for technical support to resolve a question or problem report regarding the Solution.

"Services" means the Chrome OS for Business and Education services provided by Google to Customer under the Agreement.

"Service Unusable" is any situation where Customer is unable to access or use the Services to manage a majority of the Customer’s Products. Customer must identify a Request as Service Unusable by designating it as a P1 Priority support Request.

"Software" means the Chrome OS Software provided by Google, in binary executable form only, which is installed on the Hardware, and any updates Google may make to such software from time to time.

"Solution" means the Products and Services.

"Standard Request" means a Request made by Customer to Google that is not a Service or Product Unusable Request or Feature Request.

"Standard Support" is defined above in Section 5.

"Support Incident" means a single request for assistance to resolve one Standard Request.

"TAM" means a technical account manager.