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

The following technical support services guidelines (“TSS Guidelines”) describe the support services available to Customer under the applicable Agreement (as defined below) entered into between Google and Customer. Capitalized terms not defined herein have the meaning set forth in the 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. “Agreement” means the Chrome License Agreement, License Agreement for Chrome Device Management, License Agreement for Chrome Device Management for Work and Education, Chrome for Work License Agreement for Chrome Device Management Services, Chrome for Work Agreement for Chrome Device Management Services (Online Direct), Chrome OS for Enterprise License Agreement for Chromebook Admin Console Management Services, or the Chrome Devices for Meetings Enterprise Agreement (as applicable).

1.3. “Chrome OS Device” means a computer hardware device which is integrated with the Software and included on the Google approved Chrome device list at the following URL: https://support.google.com/chrome/a/answer/6220366 (or such other URLs as provided from Google from time to time).

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

1.5. “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.

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

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

1.8. “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

1.9. “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 the Solution.

1.10. “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.

1.11. “Services” means the Chrome management policy services, as described at the following URL: https://support.google.com/chrome/a/answer/1289314 (or such other URL as Google may provide from time to time) or the Chrome devices for meetings services, as described at the following URL: https://support.google.com/chromedevicesformeetings/#topic=3341450 (or such other URL as Google may provide from time to time) provided by Google to Customer in accordance with the Agreement.

1.12. “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.

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

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

1.15. “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.

1.16. “Supported Chrome OS Hardware” means the Chrome OS Device and, if applicable, the Supported Peripherals.

1.17. “Supported Peripherals” means the supported peripherals listed at https://support.google.com/chromedevicesformeetings/answer/4618201 (or such other URLs as provided from Google from time to time) which is intended for use with an applicable Chrome OS Device for the purpose of providing the Chrome devices for meetings services.

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 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 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/chromebook#topic=3399709 (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/googlecloud/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 If Customer Hardware is eligible for the support set forth in Section 6.3 (Other Support), Customer will follow instructions for hardware return as provided by Google Support Personnel.

5. General Provisions

5.1. Updates to TSS Guidelines. Google may update these TSS 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 TSS Guidelines will be in English.

5.4. Term of Support. Google will only provide the support services described in these TSS 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.

A. For Chrome management policies: Requests related to enrollment, security, cloud-based management, Chrome OS, and interoperability with Google products are responded to by Google Support Personnel in accordance with these TSS Guidelines.

B. For Chrome devices for meetings: Requests related to Hangouts, cloud-based management, Chrome OS and Calendar integration are responded to by Google Support Personnel in accordance with these TSS Guidelines.

C. 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 rendering of non-Google websites and non-Google extensions/applications, printing issues, issues caused by local hardware, and networking issues.

D. For clarity, Google will only provide technical support for Supported Chrome OS Hardware.

6.2. Standard Support. Customers will receive the following:

A. Automatic product updates of the Software and Services, and upgrades to the Software and Services, if applicable;

B. Online self-help for End Users and Administrators, designed to assist Customers with implementation and use of the Software and Services; and

C. Access to support by phone and the Google Support Center or from the Admin Console.

6.3. Other Support.

A. Customer Hardware Warranty Support. If Customer Hardware is included in the list in Section 6.3(B)(i) (Eligible Customer Hardware) and meets the eligibility requirements in Section 6.3(B)(ii) (Eligibility Criteria), Customer will receive hardware warranty support from Google in accordance with the hardware warranty agreement and documentation which accompanied such Customer Hardware.

B. Eligible Customer Hardware; Return Criteria.

i. Eligible Customer Hardware: Google Pixelbook

ii. Eligibility Criteria. To receive the hardware warranty support stated in this Section 6.2 (Other Support), the Customer Hardware must be covered under the Limited Warranty, as such is defined in the Consumer Limited Warranty (https://support.google.com/pixelbook/answer/7504309?hl=en&ref_topic=7502425) and be enrolled as a managed device with Chrome Enterprise within 30 days of receipt after purchase of the Supported Chrome OS Hardware.

C. Return of Replaced Customer Hardware. If Google provides Customer with a replacement Supported Chrome OS Hardware, Customer agrees that Google may exchange the defective, eligible Customer Hardware with either a new or refurbished Supported Chrome OS Hardware functionally at least equivalent to the replaced eligible Customer Hardware. If Google provides Customer with a replacement Supported Chrome OS Hardware before Google receives the defective, eligible Customer Hardware, and if the returned, eligible Customer Hardware is found to have customer induced damage as determined by Google, including, but not limited to, broken screen or water damage, etc., Customer will be responsible for the cost of the replacement Supported Chrome OS Hardware, not to exceed the amount paid for the original Supported Chrome OS Hardware (normal wear and tear excluded). For clarity, the hardware warranty support services provided in this Section 6.3 (Other Support) does not limit Customer’s ability to obtain hardware warranty services under the applicable hardware warranty terms and documentation, if any, which accompanied the Supported Chrome OS Hardware and Customer is encouraged to review and familiarize itself with such hardware warranty terms and documentation.

Google LLC_Chrome.Technical.Support.Services.Guidelines_v.2.0_23October2017

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