Search
Clear search
Close search
Google apps
Main menu

Google Tag Manager 360 support service-level agreement (SLA)

Google Tag Manager 360 customers have access to a team of support specialists who can help you with questions about your implementation, tag configuration, and product usage.

See how to contact the support team (access restricted to logged in 360 users).

We're available to help at any time by email or telephone, but please remember that after-hours support is reserved for P1 or "System Down" issues. P1 issues are situations where either multiple users are unable to access the interface, or containers are not being served.

Should you require assistance with a P1 issue outside of normal business hours (9:00 am to 5:00 pm, Monday to Friday except on holidays), please use "P1" in the subject line of your email. We'll respond within two hours. Refer to the following table for information on the various support options and priority levels:

Priority levels

Priority

Subject Line

Guidelines for Use

Estimated Response Times

P1, Critical Priority

"P1" or "System Down"

Your container is not being served, or the interface is unavailable to multiple users.

Initial target response: Two (2) hours after ticket submission.

Target resolution or workaround: Priority reduced to P2 within 12 hours.

P2, High Priority

"P2"

Container serving and configuration interface are working, but other functions are not. P2 is also used when you have difficulty accessing your account.

Initial target response: Eight (8) hours from ticket submission.

Target resolution or workaround: Within seventy-two (72) hours.

P3, Normal Priority

"P3"

Standard functionality issues.

Initial target response: Within 1 business day via email.

Target resolution or workaround: Within five (5) business days.

P4, Low Priority

"P4"

Minor issues with your system. Product enhancement or feature requests.

Initial target response: Within two (2) business days via email; updates provided as necessary.

Target resolution or workaround: Within five (5) to ten (10) business days.

Target resolution times are goals. Depending on the volume and severity of tickets submitted, response times and time to resolution may vary. Occasionally, an issue may need to be escalated to our engineering team. In such cases, it may take more time to resolve the issue.

Was this article helpful?
How can we improve it?