Please refer to https://workspace.google.com/terms/tssg.html for the full details
Target initial response times during the Hours of Operation | |||||
|---|---|---|---|---|---|
| Priority | Standard Support | Enhanced Support | Premium Support | ||
| P1 | 4 hours 24×7 | 1 hour 24×7 | 15 minutes 24×7 | ||
| P2 | 8 hours | 4 hours 24×7 | 2 hours 24×7 | ||
| P3 | 24 hours | 8 hours | 4 hours 24×7 | ||
| P4 | 24 hours | 8 hours | 8 hours | ||
Before requesting help from Google, customers should make reasonable efforts to resolving issues on their own. If unsuccessful, they can then submit a request for technical support at a specified URL. Google will categorize the request as ‘Service Unusable’, ‘Standard Request’, or ‘Feature Request’ and may change its priority if deemed necessary.
Customers and their end users can access the Google Help Centre at https://support.google.com/a/ for support. A customer PIN is required to make a request, which can be obtained in the Admin console. For Chrome-related support, Google will assist with issues related to installation, core functionality, security, administrative policies, and interoperability on supported platforms.
There are different support levels available to customers:
- Standard Support: Includes automatic product upgrades, maintenance updates, online self-help and training, the ability to submit a support request, and access to a status dashboard and support portal.
- Enhanced Support: Provides faster response times and is available in English 24/7 during business hours. Additional services, such as Technical Account Advisor Service (TAAS), can be purchased for an extra fee.
- Premium Support: Offers the fastest response times, access to a named Technical Account Manager, and support in English 24/7 and Japanese during business hours. Additional services, like Assured Support, can be purchased for an extra fee.
Some additional services require a 1-year fee commitment. Google may also perform maintenance to ensure optimal performance of the services, giving at least seven days advance notice for planned maintenance and providing notice for emergency unscheduled maintenance when possible.
Support is generally provided in English, with some exceptions depending on the support level and language availability. On-site support may be provided at Google’s discretion, following the customer’s reasonable on-site policies and procedures.
The guidelines include definitions for various terms related to support requests and priorities, helping customers understand the process and categorization of their requests.
