Search
Clear search
Close search
Google apps
Main menu

Support Service-Level Agreement (SLA)

The capabilities described in this article are only available as part of the Google Analytics 360 Suite.
Learn more about the Google Analytics 360 Suite.

As a Google Analytics 360 Suite customer, you have access to a team of support specialists.

See how to contact the support team (access restricted to signed-in Google Analytics 360 Suite users).

We're available to help at any time by email or telephone, but please remember that after-hours support is reserved for P1 or "System Down" issues. P1 issues are situations where (1) multiple users are unable to access the interface or (2) reports show no data. Before submitting a P1 issue, check to see if the issue has already been reported on the Analytics status dashboard at www.google.com/analytics/status.

Should you require assistance with such a P1 issue outside of normal business hours (9:00 am to 5:00 pm, Monday to Friday, except on holidays), please use "P1" in the subject line of your email. We'll respond within two hours. Refer to the following table for information on the various support options and priority levels:

Priority levels

Priority Subject Line Guidelines for Use Estimated Response Times
P1, Critical Priority "P1" or "System Down" Your reports are not showing data, or the interface is unavailable to multiple users. Initial target response: Two (2) hours after ticket submission.

Target resolution or workaround: Priority reduced to P2 within 12 hours.
P2, High Priority "P2" Data collection and reporting are working, but other functions are not. P2 is also used when you have difficulty accessing your account. Initial target response: Eight (8) hours from ticket submission.

Target resolution or workaround: Within seventy-two (72) hours.
P3, Normal Priority "P3" Standard functionality issues. Initial target response: Within 1 business day via email.

Target resolution or workaround: Within five (5) business days.
P4, Low Priority "P4" Minor issues with your system. Product enhancement or feature requests. Initial target response: Within two (2) business days via email; updates provided as necessary.

Target resolution or workaround: Within five (5) to ten (10) business days.

Target resolution times are goals. Depending on the volume and severity of tickets submitted, response times and time to resolution may vary. Occasionally, an issue may need to be escalated to our engineering team. In such cases, it may take more time to resolve the issue.

Was this article helpful?
How can we improve it?