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Google Chrome device management and Chrome devices for meetings: Technical Support Service Guidelines

The following technical support services guidelines (“Guidelines”) describe the support services for Supported Chrome OS Hardware, Software, and Services purchased or licensed under any Chrome for business License Agreement or Chrome devices for Meetings Agreement entered into by and between Google and Customer or any agreement under which Customer purchased Supported Chrome OS Hardware, Software, and Services from a Reseller (each, an “Agreement”).

1. Definitions

1.1 “Administrator” means the Customer-designated technical personnel who administer the Services to End Users on Customer’s behalf.

1.2. “Customer Contacts” means up to two (2) Administrators.

1.3. “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.

1.4. “Google Support Personnel” mean the representatives responsible for handling Requests.

1.5. “Supported Chrome OS Hardware” means the proprietary Chrome OS computer hardware device provided by Google or a Reseller to Customer under an Order Form pursuant to the Agreement (including any replacement hardware provided under the Agreement), if applicable.

1.6. “Maintenance” means maintenance work that is performed on Google servers or Google-hosted software delivering the Services.

1.7. “Priority” means the level of impact a Request has on Customer’s operations. Google uses the Priority designation to establish target response time for each such Request. The Priority levels are set forth below:

  • 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

1.8. “Request” means a request from Customer Contact to Google Support Personnel via the Google Support Center for technical support to resolve a question or issue regarding theSolution.

1.9. “Reseller” means designees within Google’s applicable reseller or retail channels authorized to make the Supported Chrome OS Hardware, Software, and/or Services available to Customer.

1.10. “Services” means the Chrome for business and education services or the Chrome devices for Meetings services provided by Google to Customer in accordance with the Agreement.

1.10. “Service Unusable” is any situation where the majority of Customer’s End Users are unable to access or use the Services in production. Customer will make Service Unusable Requests by designating P1 Priority.

1.11. “Software” means the Chrome OS software, in binary executable form only, which is installed on the Supported Chrome OS Hardware.

1.12. “Solution” means the Supported Chrome OS Hardware, Software, and Services.

1.13. “Standard Request” means a Request that is neither a Service Unusable Request nor a Feature Request. Customer Contacts will not designate Standard Requests as P1 Priority.

2. Support Request Submission

2.1. Characterization of Requests. Customer will suggest the Priority for each Request. Upon receiving a request from Customer Contact, Google will determine whether the request is aService 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 and will inform Customer of any such change in its response to the Request. Customer may appeal any such reclassification to Google’s Support management through any support channel.

2.2. 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, the deployed hardware, and Customer’s network; (ii) providing relevant data; and (iii) contact information to answer questions and assist Google Support Personnel as appropriate.

2.3. Request Acknowledgement. Google may acknowledge receipt of a Request. Customer acknowledges and understands that Google may be unable to provide answers to, or resolve all, Requests.

2.4. 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 Software 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.

3. Accessing Support

3.1. End User Support. End Users will receive support directly from Google only through the Google Help Center, which is accessible at https://support.google.com/chrome/a (for Chrome OS) or https://support.google.com/videoconferencing (for Chrome devices for Meetings), or such URL as Google may provide. Customer is responsible for responding to inquiries by End Users and other third parties relating to Customer’s or End Users’ use of the hardware (including the Supported Chrome OS Hardware), Software, or Services, at Customer's expense.

3.2. Customer Support, Hours, and Target Initial Response Times. Google will provide access to support for Customers via the Google Support Center, which is accessible at https://support.google.com/work/answer/142244 , and via phone, on a 24 x 7 basis. P1 Priority Requests have a target initial response time of one hour; on weekends and holidays, Customer Contacts must call to trigger a one-hour target initial response time. P2 Priority Requests have a target initial response time of one business day (or less). P2, P3 & P4 Priority Requests will be responded to during business hours of the timezone of the region to which such Requests are assigned.

3.3. Customer PIN. Customer may be required to provide a PIN to access support. The PIN is only available to Administrators in the “Support” section of the Admin Console, and a unique PIN may need to be generated by the Administrator each time Customer wants to access support.

4. Customer Obligations

4.1. Customer Efforts to Fix Errors. Customer will use reasonable efforts to fix each error, bug, malfunction or network connectivity issue before making a Request.

4.2. Minimum Requirements. Customer may only submit Requests in connection with Supported Chrome OS Hardware, Software, and Services with respect to which it has met the minimum requirements set forth at https://support.google.com/chrome/a/answer/4544359 and https://support.google.com/chromedevicesformeetings/answer/4541234 , or such other URL as Google may provide.

4.3 Return of Replaced Unit. Google’s obligations, if any, with respect to replacement of hardware and Software are governed by the terms of your Agreement and the warranties, if any, provided with the Solution. If Google ships replacement hardware (including Supported Chrome OS Hardware) and/or Software to Customer, Customer must ship the replaced hardware and/or Software 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 replaced hardware and/or Software pursuant to the above conditions, Customer will be liable to pay Google up to a maximum of the retail cost of such hardware and/or Software. Customer will follow instructions for return as provided by Google Support Personnel.

5. General Provisions

5.1. Updates to Guidelines. Google may update these Guidelines from time to time.

5.2. Maintenance. To ensure optimal performance of the Services, Google may perform periodic Maintenance. In addition, Google may perform emergency unscheduled Maintenance. In most cases, Maintenance will have limited or no negative impact on the availability and functionality of the Services. If Google expects such Maintenance to negatively affect the Services, Google will use commercially reasonable efforts to provide advance notice.

5.3. Language. The parties agree that all support provided by Google to Customer under these Guidelines will be in English.

5.4. Term of Support. Google will only provide the support services described in these Guidelines during the term specified in the applicable Order Form and subject to payment of any applicable fees.

6. Support Services

6.1. Supported Issue Types.

  • For Chrome OS: Requests related to enrollment, security, cloud-based management, and interoperability with Google products are responded to by Google Support Personnel in accordance with these Guidelines.
  • For Chrome devices for Meetings: Requests related to Hangouts, cloud-based management, and Calendar integration are responded to by Google Support Personnel in accordance with these Guidelines.
  • Google may choose not to respond to Requests for other Chrome related technical issues, such as but not limited to, Webstore-related issues, issues with non-Google website and non-Google extensions/applications, printing issues, issues caused by local hardware, and networking issues.
  • For clarity, Google will not provide technical support for issues arising in connection with hardware other than Supported Chrome OS Hardware.

6.2. Standard Support. Customers will receive the following:

  • Automatic product updates of the Software and Services, and upgrades to the Software and Services, if applicable
  • Online self-help for End Users and Administrators, designed to assist Customers with implementation and use of the Software and Services
  • Access to support by phone and the Google Support Center

6.3. Hardware Support. Customers will receive hardware warranty support in accordance with the warranty information provided when the hardware was purchased.

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