The following technical support services guidelines ("Guidelines") apply to support services for your Hire Agreement (“Agreement”). Capitalized terms used but not defined in these Guidelines have the meaning set forth in the Agreement. For G Suite support services, please reference your G Suite Technical Support Services Guidelines.

  1. 1.Support Request Submission
    1. 1.1General. Customer may submit Requests using email, live chat, or phone. Information on how to submit Requests is made available from within the Services, or through the Help Center.
    2. 1.2Customer Efforts to Fix Errors. Prior to making a Request to Google, Customer will use reasonable efforts to fix any error, bug, malfunction or network connectivity defect without escalation to Google. Thereafter, Customer may submit a Request for technical support.
    3. 1.3Procedures 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, and Customer's network if known; (ii) providing relevant data; and (iii) communicating further via email or phone to answer questions and assist Google Support Personnel as appropriate.
    4. 1.4Request Acknowledgement. Google may respond to a Request by acknowledging receipt of the Request. Customer acknowledges and understands that Google may be unable to provide answers to, or resolve all, Requests.
    5. 1.5Feature Requests. If Google deems a Request as a Feature Request, Google will log such Request for consideration to add to a future update or release of the Services 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.
  2. 2.Accessing Support
    1. 2.1Support Channels. Customer is provided support via email, live chat, and phone, accessible from within the Services. Additionally, Customer can find self-help material for the Services within the Help Center, which is accessible at, or through any other such tool that Google may provide.
    2. 2.2Support Hours and Target Initial Response Times. Google will aim to provide access to the Help Center on a 24 x 7 basis, and email, live chat, and phone support between the hours of 1am - 6pm Pacific Time, Monday - Friday, excluding company holidays. Written Requests for help are responded to with a target initial response time of 2 hours during normal business hours. Target initial response times are not guaranteed.
    3. 2.3Authorized Users. Google will provide access to support for Customer's Administrator(s) via email, live chat, and phone, in addition to any other support channels Google offers for the Services. At Google's discretion, Google may also provide Customer's End User Accounts with access to email, live chat and phone support channels for the Services, but Google does not guarantee the availability of such support channels and does not commit to any target initial response times for such channels for Customer's End User Accounts.
  3. 3.Standard Support

    All Customers will receive standard support, which includes:

  4. 4.Optional Professional Services Support
    1. 4.1Customer may purchase optional professional services support, as made available by Google, to assist Customer with onboarding and data transition activities related to Customer's use of the Services. Such support will be subject to additional terms and conditions.
    2. 4.2To the extent Customer must share or authorize the sharing of Legacy Data with Google for the purpose of facilitating professional services support by Google, Customer is responsible for ensuring it has created backup copies of Legacy Data prior to any transfer of the data to Google. Google is not responsible for any data loss in connection with the transition of Legacy Data to the Services.
    3. 4.3Google does not guarantee the compatibility of Customer's Legacy Data with the Services, regardless of Customer's purchase of professional support services.
  5. 5.General Provisions
    1. 5.1Updates to Guidelines. Google may update these Guidelines from time to time, and will provide Customer with notice of any adverse material change.
    2. 5.2Maintenance. To ensure optimal performance of the Services, Google performs periodic Maintenance. In most cases, Maintenance will have limited or no negative impact on the availability and functionality of the Services. If Google expects planned Maintenance to negatively affect the availability or functionality of the Services, Google will use commercially reasonable efforts to provide at least seven days advance notice of the Maintenance. In addition, Google may perform emergency unscheduled Maintenance at any time. If Google expects such emergency unscheduled Maintenance to negatively affect the availability or functionality of the Services, Google will use commercially reasonable efforts to provide advance notice of such Maintenance. Maintenance notices noted above will be provided to Customer's G Suite Administrator via the G Suite Admin Console, email, and/or the Support Portal as applicable. Google will maintain a list of active known issues, if any, at, or other such URL as Google may provide.
    3. 5.3Language. The parties agree that all support provided by Google Support Personnel pursuant to these Guidelines will be provided in English language, but Google will make a best effort to help end users in non-English languages.
    4. 5.4Term of Support. Google will only provide the support services described in these Guidelines during the term of the Agreement and will have no obligation to provide any support services to Customer or the Customer's End Users after the expiration or termination of such Agreement.
  6. 6.Glossary of Definitions

    For the purpose of these Guidelines, the capitalized terms below will have the following meanings: