The following technical support services guidelines (“TSS Guidelines”) describe the support services available to Customer under the applicable Agreement (as defined below) entered into between Google and Customer. Capitalized terms not defined herein have the meaning set forth in the Agreement.
1. Definitions
1.1. “Administrator” means the Customer-designated technical personnel who administer the Services to End Users on Customer’s behalf.
1.2. “Agreement” means the Meeting Room Hardware Services Enterprise Agreement (as applicable).
1.3. “Chrome OS Device” means a computer hardware device which is integrated with the Software and included on the Google approved Chrome device list at the following URL: https://google-support.mirrorblogs.com/chrome/a/answer/6220366 (or such other URLs as provided from Google from time to time).
1.4. “Customer Contacts” means up to two (2) Administrators.
1.5. “Feature Request” means a Request by a Customer Contact to incorporate a new feature or enhance an existing feature of the Solution that is currently not available as part of the existing Solution.
1.6. “Google Support Personnel” means the representatives responsible for handling Requests.
1.7. “Maintenance” means maintenance work that is performed on Google servers or Google-hosted software delivering the Services.
1.8. “Priority” means the level of impact a Request has on Customer’s operations. Google uses the Priority designation to establish target response time for each such Request. The Priority levels are set forth below:
- P1: Critical Impact—Service Unusable in Production
- P2: High Impact—Service Use Severely Impaired
- P3: Medium Impact—Service Use Partially Impaired
- P4: Low Impact—Service Fully Usable
1.9. “Request” means a request from Customer Contact to Google Support Personnel for technical support to resolve a question or issue regarding the Solution.
1.10. “Reseller” means designees within Google’s applicable reseller or retail channels authorized to make the Supported Chrome OS Hardware, Software, and/or Services available to Customer.
1.11. “Services” means the Meeting Room Hardware services, as described at the following URL: https://google-support.mirrorblogs.com/chromedevicesformeetings/#topic=3341450 (or such other URL as Google may provide from time to time) provided by Google to Customer in accordance with the Agreement.
1.12. “Service Unusable” is any situation where the majority of Customer’s End Users are unable to access or use the Services in production. Customers will make Service Unusable Requests by designating P1 Priority.
1.13. “Solution” means the Supported Peripherals and Services.
1.14. “Standard Request” means a Request that is neither a Service Unusable Request nor a Feature Request. Customer Contacts will not designate Standard Requests as P1 Priority.
1.15. “Supported Peripherals” means the supported peripherals listed at https://google-support.mirrorblogs.com/chromedevicesformeetings/answer/4618201 (or such other URLs as provided from Google from time to time) which is intended for use with an applicable Chrome OS Device for the purpose of providing the Chrome devices for meetings services.
2. Support Request Submission
2.1. Characterization of Requests. Customer will suggest the Priority for each Request. Upon receiving a request from Customer Contact, Google will determine whether the request is a Service Unusable, Standard Request or a Feature Request. Any such determination made by Google is final and binding on the Customer. Google reserves the right to change Customer’s Priority designation and will inform Customer of any such change in its response to the Request. Customers may appeal any such reclassification to Google’s Support management through any support channel.
2.2. Procedures for Acknowledgement and Resolution of Requests. When making a Request, Customer will provide requested diagnostic information including but not limited to: (i) describing the problem, the configuration, the deployed hardware, and Customer’s network; (ii) providing relevant data; and (iii) contact information to answer questions and assist Google Support Personnel as appropriate.
2.3. Request Acknowledgement. Google may acknowledge receipt of a Request. Customer acknowledges and understands that Google may be unable to provide answers to, or resolve all, Requests.
2.4. Feature Requests. If Google deems a Request as a Feature Request, Google may log such Request for consideration to add to a future update or release of the Software and will consider the matter closed. Google is under no obligation to respond to or resolve any Feature Request or to include any such Feature Request in any future update or release.
3. Accessing Support
3.1. End User Support. End Users will receive support directly from Google only through the Google Help Center, which is accessible at https://google-support.mirrorblogs.com/videoconferencing (for Chrome devices for meetings), or such URL as Google may provide. Customer is responsible for responding to inquiries by End Users and other third parties relating to Customer’s or End Users’ use of the hardware, Software, or Services, at Customer's expense.
3.2. Customer Support, Hours, and Target Initial Response Times. Google will provide access to support for Customers via the Google Support Center, which is accessible at https://google-support.mirrorblogs.com/googlecloud/answer/142244, and online, on a 24 x 7 basis. P1 Priority Requests have a target initial response time of one hour; on weekends and holidays. P2 Priority Requests have a target initial response time of one business day (or less). P2, P3 & P4 Priority Requests will be responded to during business hours of the timezone of the region to which such Requests are assigned.
3.3. Customer PIN. Customers may be required to provide a PIN to access support. The PIN is only available to Administrators in the “Support” section of the Admin Console, and a unique PIN may need to be generated by the Administrator each time Customer wants to access support.
4. Customer Obligations
4.1. Customer Efforts to Fix Errors. Customers will use reasonable efforts to fix each error, bug, malfunction or network connectivity issue before making a Request.
4.2. Minimum Requirements. Customer may only submit Requests in connection with Supported Peripherals and Services with respect to which it has met the minimum requirements set forth at https://google-support.mirrorblogs.com/chromedevicesformeetings/answer/4541234, or such other URL as Google may provide.
5. General Provisions
5.1. Updates to TSS Guidelines. Google may update these TSS Guidelines from time to time.
5.2. Maintenance. To ensure optimal performance of the Services, Google may perform periodic Maintenance. In addition, Google may perform emergency unscheduled Maintenance. In most cases, Maintenance will have limited or no negative impact on the availability and functionality of the Services. If Google expects such Maintenance to negatively affect the Services, Google will use commercially reasonable efforts to provide advance notice.
5.3. Language. The parties agree that all support provided by Google to Customer under these TSS Guidelines will be in English.
5.4. Term of Support. Google will only provide the support services described in these TSS Guidelines during the term specified in the applicable Order Form and subject to payment of any applicable fees.
6. Support Services
6.1. Supported Issue Types.
A. For Chrome devices for meetings: Requests related to Google Meet Hardware, cloud-based management, Chrome OS and Calendar integration are responded to by Google Support Personnel in accordance with these TSS Guidelines.
C. Google may choose not to respond to Requests for other Chrome related technical issues, such as but not limited to, Webstore-related issues, issues with rendering of non-Google websites and non-Google extensions/applications, printing issues, issues caused by local hardware, and networking issues.
D. For clarity, Google will only provide technical support for Supported Chrome OS Google Meet Hardware.
6.2. Standard Support. Customers will receive the following:
A. Automatic product updates of the Software and Services, and upgrades to the Software and Services, if applicable;
B. Online self-help for End Users and Administrators, designed to assist Customers with implementation and use of the Software and Services; and
C. Access to support through the Google Support Center or from the Admin Console.