Google Marketing Platform Service Support

As a Google Marketing Platform customer, you have access to a team of support specialists.

See how to contact the support team (access restricted to signed-in users of Marketing Platform 360 products).

We're available to help at any time by email or chat (see chat-support availability).

We encourage you to use the chat support channel as it allows our support teams to respond to you faster. Customers using Google Marketing Platform through a sales partner should contact the sales partner for support.

Support channels

Channel Typical response time* Resolution time objective*
Chat The initial response should happen within 5 minutes after the chat is created. Target resolution or workaround: up to 24 hours (within business days) after chat contact is created.
Email The initial response should happen within 24 hours after the email contact is submitted. Target resolution or workaround: up to 48 hours (within business days) after email contact is submitted.

* Response and resolution time may take longer than the target during non business days (see support availability) and/or when there's unexpected support operation unavailability, high sudden number of contacts and/or need to escalate issues to the engineering or other relevant specialists team.

These Support Channels are available in English. Support may be offered in other languages subject to availability.

Priority levels

Contacts that require escalations to the engineering teams will be prioritized in accordance to the following levels:

Priority** Description Service-level objectives***
P0, Critical Priority One or more GMP 360 Product SLAs at risk. Core functionality not operating as expected as per the product specifications for multiple clients.

Engineering initial target response: 1h

The Engineering team will aim to respond back to the Google support team within 1h after the escalation is sent to the Engineering team.

Engineering target resolution: 8h

The Engineering team will target resolving or clarifying a workaround back to the Google support teams within 8h after the escalation is sent to the Engineering team

P1, Very High Priority A major component is not working as expected as per the product specifications, with no workaround.

Engineering initial target response: 8 business hours

The Engineering team will aim to respond back to the Google support team within 8 business hours after the escalation is sent to the Engineering team.

Engineering target resolution: 9 days

The Engineering team will target resolving or clarifying a workaround back to the Google support teams within 9 days after the escalation is sent to the Engineering team.

P2, High Priority System not working as expected as per the product specifications. Workaround may be available.

Engineering initial target response: 2 business days

The Engineering team will aim to respond back to the Google support team within 2 business days after the escalation is sent to the Engineering team.

Engineering target resolution: 20 days

The Engineering team will target resolving or clarifying a workaround back to the Google support teams within 20 days after the escalation is sent to the Engineering team.

P3, Normal Priority Non-core functionality is not working as expected as per the product specifications. Workaround may be available.

Engineering initial target response: 1 week

The Engineering team will aim to respond back to the Google support team within 1 week after the escalation is sent to the Engineering team.

Engineering target resolution: 30 days

The Engineering team will target resolving or clarifying a workaround back to the Google support teams within 30 days after the escalation is sent to the Engineering team.

P4, Low Priority Non-core functionality not working as expected as per the product specifications. Workaround may be available. Cosmetic issues.

Engineering initial target response: 1 year

The Engineering team will aim to respond back to the Google support team within 1 year after the escalation is sent to the Engineering team.

**An issue may have priority levels updates (higher or lower) than originally specified depending on new findings during the escalation evaluation.

***Depending on the volume and severity of issues submitted to the engineering team, response times and time to resolution may vary.

Related resources

Google Analytics 360 Enterprise Service Level Support

Google Tag Manager 360 Enterprise Service Level Support

Google Optimize 360 Enterprise Service Level Support

Google Surveys 360 Enterprise Service Level Support

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