The GGC operations team remotely monitors all GGC nodes for machine, connectivity, and application health.
Full details of your support and maintenance responsibilities are provided in the GGC Agreement.
Hardware support
Machine issues are reported to your technical contacts.
- We may require you to reboot a machine.
- We may need your help with simple on-site diagnostic activities, such testing network connectivity or downloading diagnostic logs. These will often require a keyboard & monitor.
- Our hardware partners may ship field replaceable parts to you, such as disks or power supplies. You'll need to swap these into the GGC machine, and return the failed part as instructed.
If on-site support is required, our hardware partners will contact you to arrange a visit by one of their technicians. The technician can work on the machine without further authorization from Google. Before the technician leaves your facility, please ensure that the GGC machine is powered on and healthy.
Non-repairable Machines
We strive to keep our machines healthy and running for as long as possible, but various cases can make them become non-repairable. Examples of why a machine is non-repairable include but are not limited to:
- Age. Most machines have a serviceable lifespan of 5-7 years, but it is at the discretion of the vendor.
- The machine has been damaged by a condition not covered by warranty (e.g. water damage).
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The machine being in a location that cannot be supported by the vendor.
Our tooling and health checks may alert you about faulty machines, and then declare them un-repairable. Or you may detect an issue and report it to us and we may advise you that it is non-repairable machine. Speak to your Peering Coordinator about a replacement/refresh plan.
Application support
If we detect any problems with the GGC application, we'll contact you. Such problems include:
- Connectivity issues within your network, including connectivity between GGC servers and users
- Upstream connectivity problems, including problems which prevent us from managing the GGC node
- Problems with BGP sessions or prefix announcements
- Any other issues which are causing degraded service to users, or impact to your network
Changes to GGC configuration
You can make changes to GGC node configurations using the ISP portal. These changes will be reviewed by Google. Once approved, updated configurations will be pushed to GGC nodes in due course.
Contacting us
If you have further questions about GGC operations, contact us by opening a ticket in the ISP Portal, or emailing ggc@google.com.