Chrome Product Technical Support Services Guidelines

The following technical support services guidelines ("Guidelines") apply to technical support services for your use of Chrome Services. Capitalized terms not defined in these Guidelines have the meanings set forth in the agreement that governs your use of the Chrome Services ("Agreement").

For the Google Meet Hardware TSS Guidelines, see https://support.google.com/googlecloud/answer/11193779.

1. Support Request Submission

1.1. General. Customer may submit Requests online, or through the Google Help Center or support portal.

1.2. Customer Efforts to Fix Errors. Prior to making a Request to Google, Customer will use reasonable efforts to resolve issues, to fix any error, bug, malfunction or network connectivity defect without escalation to Google. Thereafter, a Customer Contact may submit a written request for technical support through the Google Help Center or support portal, or online.

1.3. Characterization of Requests. Customers designate priority upon submission of Requests. Upon receiving a request from a Customer Contact, Google will determine whether the request is a "Service Unusable," "Standard Request" or a "Feature Request" (as defined in Section 5 (Glossary of Definitions)). 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 requested diagnostic information including but not limited to: (i) describing the problem, the configuration, the applicable Chrome OS device, and Customer's network; (ii) providing relevant data; and (iii) communicating further online to answer questions and assist Google Support Personnel as appropriate.

1.5. 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.

1.6. Feature Requests. If Google deems a Request as a Feature Request, it is deemed Feedback, and Google will log such Request for consideration to add to a future update or release of the Chrome 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.

2. Accessing Support

2.1. Google Help Center. Customer's End Users of the Chrome Services are provided support solely through the Google Help Center, which is accessible at https://support.google.com/googlecloud/answer/142244 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 Chrome Services, 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 Google Help Center support for customers on a 24 x 7 basis. Google Support Personnel will be available to provide support online.

2.3. Customer PIN may be Required to Access Support. Customer is required to provide a current Customer PIN when making a Request. Customer will obtain such Customer PIN in the Admin Console in order to access and receive support for the Chrome Services from Google. If Customer is unable to provide the current Customer PIN when prompted, Customer will only be able to access the Google Help Center and post a question to its online help forum, until such time as the Customer PIN is restored. The Customer PIN may be updated periodically and is only available in the Admin Console.

2.4. Additional Support. All Customers will receive support which includes the following:

  • Automatic product upgrades of the Chrome Services
  • Maintenance updates of the Chrome Services
  • Online self-help and training for End Users and Administrators designed to assist Customers with implementation and use of the Chrome Services
  • Status Dashboard and support portal providing real-time publicly available status information for the Chrome Services

3. Chrome Browser Support

3.1 Availability of Support. In addition to Requests related to Chrome Services, Google will respond in accordance with these guidelines to Requests related to Chrome Browser:

  • For all Chrome OS Devices and Chrome OS Flex Devices with Chrome Services; or
  • If Customer is paying for 100 or more annual orders of Chrome Enterprise Upgrade, for all end users associated with Customer’s domain; or
  • If Customer has enrolled 100 or more Chrome OS Devices which have not reached their AUE Date with perpetual Chrome Enterprise Upgrade, for all end users associated with Customer’s domain; or
  • If Customer has enrolled 100 or more Certified Chrome OS Flex Devices with perpetual Chrome Enterprise Upgrade, for all end users associated with Customer’s domain.

3.2 Supported Issue Types. Google Support Personnel will respond to Requests related to Chrome Browser installation, Chrome Core Functionality, and Chrome Browser security and administrative policies. Google may choose not to respond to Requests for other Chrome Browser related technical issues, such as but not limited to, rendering problems for specific web pages, technical issues related to the underlying operating system, device driver or printer problems.

4. Chrome OS Flex Support

4.1 Availability of Support. In addition to Requests related to Chrome Services, Google will respond in accordance with these guidelines to Requests concerning the latest available stable version of Chrome OS Flex being run on a Certified Chrome OS Flex Device.

4.2 Supported Issue Types. Google Support Personnel will respond to Requests related to Chrome OS Flex installation or pre-enrollment support, and general Chrome OS Flex troubleshooting issues.  Google may not be able to provide solutions for hardware Requests or Requests concerning the not-latest available stable version of Chrome OS Flex.

5. General Provisions

5.1. Maintenance. To ensure optimal performance of the Chrome Services, Google performs periodic Maintenance. In most cases, Maintenance will have limited or no negative impact on the availability and functionality of the Chrome Services. If Google expects planned Maintenance to negatively affect the availability or functionality of the Chrome 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 Chrome Services, Google will use commercially reasonable efforts to provide advance notice of such Maintenance. Maintenance notices noted above will be provided via the Admin Console or support portal.

5.2. Language. Support provided by Google Support Personnel under these Guidelines will be available in English, and may be made available in other languages.

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

5.4. Support Data Processing Activities. Google collects and processes Support Data for the purpose of providing the support services described in these Guidelines and maintaining the Chrome Services.

5.5 No Support for Hardware or Chrome OS.  For clarity, other than as expressly stated herein, these Guidelines do not cover support for either hardware or standard Chrome OS.

6. Glossary of Definitions

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

6.1. “Certified Chrome OS Flex Device” means a device listed at: https://support.google.com/chromeosflex?p=certified_models, the content and URL of which may be updated by Google from time-to-time.

6.2  “Chrome Browser” means the Chrome web browser as released by Google for Supported Platforms and available for download at the URL http://www.google.com/chrome/ or the MSI installer provided at the URL https://chromeenterprise.google/browser/ or at another URL that Google may provide.

6.3. "Chrome Core Functionality" means the features and functionality in the latest available stable Chrome Browser version, excluding Google Chrome extensions, Google Play, and Google Cloud Print.

6.4. “Chrome Services” means Chrome Enterprise Upgrade, Chrome Education Upgrade, or Chrome Nonprofit Upgrade, each of which are described in more detail at https://support.google.com/chrome/a/answer/2717664 (as such content may be updated by Google) and are only available for use on a Chrome OS device and only prior to the AUE Date. 

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

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

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

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

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

6.10. "Service Unusable" means a production issue that prevents a majority of the Customer’s End Users from access to, or use of, the Chrome Services.

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

6.12. "Support Data" means account details and the information that Customer provides to Google for the purpose of obtaining the support services described in these Guidelines, including requests for support and the details provided to Google about the specific support issue.

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