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This feature is only available in Google Analytics 360, part of Google Marketing Platform. Learn more about Google Marketing Platform. |
As a Google Analytics 360 customer, you have access to a team of support specialists dedicated to Analytics 360 products.
Learn how to contact the support team (access restricted to signed-in Analytics 360 users).
We're available to help at any time by email or chat (check 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 Analytics 360 through sales partners 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. |
| 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 (check 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 Analytics 360 accounts' SLAs at risk. Core functionality is not operating as expected as per the product specifications for multiple clients. |
Engineering initial target response: 1 hour The Engineering team will aim to respond back to the Google support team within 1 hour after the escalation is sent to the Engineering team. Engineering target resolution: 8 hours The Engineering team will target resolving or clarifying a workaround back to the Google support teams within 8 hours 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 | The system is not working as expected as per the product specifications. A 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 | A non-core functionality is not working as expected as per the product specifications. A 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 | A non-core functionality is not working as expected as per the product specifications. A 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.
