Technical Support Services Guidelines for Google App Engine, Google Cloud Storage and Google Prediction API, and Google Translate API v2

Technical Support Services Guidelines

The following technical support services guidelines ("Guidelines ") apply to support services for your Google App Engine License Agreement, the Google Cloud Storage and Prediction API License Agreement, and the Google Translate API v2 License Agreement entered into by and between Google and Customer (as may be applicable, the "Agreement").  Capitalized terms not defined herein have the meaning set forth in the Agreement.

1. Support Request Submission

1.1 Support Levels.  Google will provide standard support.

1.2 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, Customer may submit a written request for technical support through the GES site.

1.3 Characterization of Requests.  Customers designate priority upon submission of Requests. Upon receiving a request, Google will determine whether the request is a "Service Unusable," "Standard Request" or a "Feature Request.”  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.

1.4 Procedures for Acknowledgement and Resolution of Requests.  When making a Request, Customer will provide all requested diagnostic information and assist Google Support Personnel as may be required to resolve a Request.

1.5 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 Services 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.

1.6 Building Applications.  For clarity, Google will not write or build any Applications or write code to facilitate Applications.  

1.7 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.

2. Accessing Support

2.1 Designated Support Contacts.  Customer will provide first-level support to End Users. Google will provide second-level support to Customer only.  If Customer wishes to change its designated Contacts, it will notify Google via the GES Site at least five Business Days prior to the change.

2.2 Support Hours.  Google will process Requests during the Hours of Operation, unless otherwise indicated herein.  Any Requests received outside of the Hours of Operation will be logged and processed at the beginning of the next Business Day.  P1 Priority support Requests are responded to with a target initial response time of four hours. P2-P4 Priority support Requests will be responded to with an initial target response time of 1 business day or less.

3. General Provisions

3.1 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 GES Site.

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

4. Definitions

1. " Business Days " means any day other than Saturday, Sunday or regional holidays as documented in the GES Site.
2. " Contacts " means one or two administrators or technical employees designated by Customer in writing who are allowed to contact Google for technical support.
3. " Feature Request " means a Request by a 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.
4. " GES Site " means the site currently located at   https://enterprise.google.com/customerportal/  (or such other URL that may be provided by Google).
5. " Google Support Personnel " mean the Google representatives responsible for handling technical support requests.
6. " Hours of Operation " means 00:00 to 18:00 United States Pacific Time on Business Days.
7. " Maintenance " means maintenance work that is performed on hardware or software delivering the Services.
8. " Request " means a request from a designated Contact to Google Support Personnel for technical support to resolve a question or problem report regarding the Services.
9. " Services " means Google App Engine, Google Cloud Storage and Google Prediction API, Google Translate API v2.
10. " Service Unusable " is any situation where Customer, adhering to published technical guidelines for and documented correct usage of the Services, is unable to access or use the Services for the majority of its End Users for a period of time greater than fifteen (15) minutes.
11. " Standard Request " means a Request made by Customer to Google that is not a Service Unusable Request or Feature Request.
12. "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 Unusable in Production
• P2: High Impact – Service Use Severely Impaired
• P3: Medium Impact – Service Use Partially Impaired
• P4: Low Impact – Service Fully Usable