Contacts

Overview

The ISP Portal maintains a contact information database for technical contacts within your network. An administrator from your network should provide and curate this information.

Visit the Contacts page at isp.google.com/contacts to view and manage this data. You can add, edit, and delete contacts, and invite users to use authenticated ISP Portal access.

Definitions

• Administrator: A user within your network with elevated privileges. An administrator may create and edit contacts, invite users for portal access, and assign program membership.
   
• Contact: A contact represents a person or an email address which can receive communications from Google. Google may use this information for targeted technical and business-related communications.
   
• Portal access: A contact gets web-based access to the ISP Portal when their contact entry  is associated with a Google Account after an administrator sends an invite for portal access. (See the "Portal Access" section below.)
   
• Programs: Programs represent distinct aspects of your network's business relationship with Google (e.g., Google Global Cache and Interconnect). Google will annotate your network with the appropriate overall set of programs. You may associate each contact entry with one or more programs. This controls email communications as well as web-based access to the ISP Portal.

Contacts table

The table shown in the Contacts page summarizes metadata about each contact:

• Status: Indicates if a contact has login rights to the portal or receives only email updates.
• Name: Contact name.
• Email: Email address of the contact.
• Admin: Indicates if the contact has Administrator rights for the network.
• Program access: Indicates which programs / pages a contact has been granted access to.
• Email subscriptions: Indicates which email notifications the contact will receive.
• Show details: Displays editable details about the contact.

Basic contact management

Create new contacts by clicking the ADD CONTACT button. Existing contacts by selecting Show details and then click the EDIT CONTACT button.

Follow these steps for maintaining your organization's contact information in the ISP Portal:

• Create a contact entry for each individual employee or email alias with whom Google might need to communicate (e.g., [e-mail]).
• Select which programs each contact participates in. Programs control email subscriptions as well as web-based portal access.
  • For each assigned program, set email preferences (e.g., "Notify about peering outages”).

It’s the administrator’s responsibility to ensure accounts are up-to-date and contact programs and preferences are accurate. Periodically review your contacts and remove outdated entries.

Only administrators in your network may edit the contact details of other users. All users can edit their own basic contact information, but they may not change which programs they have access to.

Email subscriptions

Contacts associated with specific Programs (e.g., Google Global Cache) may prefer email communications to be limited to their unique role. Portal Administrators may configure contacts to receive notifications associated with the following roles:

• Coordination: Receive communications regarding planning and administrative activities
• Technical: Receive communications regarding turn-up and or troubleshooting activities
• Outages: Receive urgent communications regarding outages
• Shipping: Receive communications regarding shipments and logistics activities

Authenticated portal access

Generally, email-only contact information is sufficient for Google to communicate with your technical team members. But web-based access to the ISP Portal is required to view monitoring data, self-service GGC configuration, or web-based ticketing interactions.

The ISP Portal authenticates users by associating a contact entry with a Google Account (learn more about Google Accounts). This may be a Google Apps for Business account, a personal Google Mail account, or a new Google Account created specifically for the ISP Portal.

 

The email address of the Google Account does not need to match the email address of the ISP Portal contact.

To invite a contact for portal access, click Show details and click the INVITE button. This sends an email to the contact with a link for them to accept the invite.

Once the user has accepted the invite, they  can access the ISP Portal at isp.google.com. They can access the pages related to the Programs that they’ve been assigned.

Contact validation

Maintaining accurate and up-to-date contact details is important to Google's notification and escalation processes.  To assist networks with this effort Google provides automated notifications to ISP Portal Admins when a contact hasn’t been reviewed in the past 180 days.

Portal Administrators can validate multiple contacts by selecting the box to the left of each contact and then clicking the CONFIRM SELECTED CONTACTS button in the upper-right section of the Contacts page.

If a contact is invalid and should be deleted, select Show Details of the contact and then select DELETE CONTACT.