Looker Support Services Guide

Last modified: July 18, 2022

The Google Cloud Platform Technical Support Services Guidelines at the following url: https://cloud.google.com/terms/tssg (the "Guidelines ") describe how Google will offer TSS (as defined below) to Customer for Looker Services, except as outlined in this Looker Support Services Guide (the "Guide"), which is incorporated into the Guidelines. Capitalized terms used but not defined in this Guide have the meanings given to them in the Guidelines. "Looker Services" means any software or services (excluding Professional Services) offered by Google under the agreement that governs Customer's access to and use of the Looker product.

GENERAL SUPPORT SERVICES TERMS

1. Services Updates

1.1 New Releases.

Google will notify Customer of new releases of the Looker Services if and when they are made available. Releases may include version updates to the Looker Services, feature releases, and patches. The Documentation has additional information about releases, including at the following url https://docs.looker.com/relnotes/intro.

1.2 End of Life Policy.

Google provides TSS for the most recent minor release (e.g. 20.4), the previous two minor releases (e.g. 20.3, 20.2) and the most recent extended support release (as described in the Documentation, including at the following url https://docs.looker.com/relnotes/esr-overview). Google publishes the full list of TSS-supported releases in the Documentation at the following url looker.com/docs/supported-releases. This list changes with each release of the Looker Services.

2. Maintenance

To ensure optimal performance of the Looker 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 Looker Services, Google will use commercially reasonable efforts to provide 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 Looker Services, Google will use commercially reasonable efforts to provide advance notice of such Maintenance. Maintenance notices noted above will be provided via an email to the Notification Email Address.

3. Language Support

The parties agree that all support provided by Google for the Looker Services will be provided in English or in Japanese at the hours set forth for these languages at the following URL: https://cloud.google.com/support/docs/language-working-hours. 

4. Collaborative Support

Collaborative Support is not available for the Looker Services.

5. Definitions

5.1 Documentation

Documentation means the Google user guides and manuals (as may be updated from time to time) in the form generally made available by Google to its customers for internal use with the Looker Services.

5.2 Google Support Personnel

Google Support Personnel means the Google representatives responsible for handling services requests for the Looker Services.

5.3 Maintenance

Maintenance means maintenance work performed on hardware or software delivering the Looker Services.

5.4 Notification Email Address

Notification Email Address means the email address designated by Customer in the order form for the Looker Services or updated by Customer via an email notification to Google. 

5.5 TSS

TSS means the technical support services provided by Google to Customer under the then-current Guidelines, as amended by this Guide.

6. Additional Terms

For the avoidance of doubt, Google has no obligation to provide TSS for any Looker Service that is an Alpha or Beta version, feature, or functionality of the Looker Services.

Google will provide Standard, Enhanced or Premium Support (as applicable) to Customer for the Looker Services as detailed below:

STANDARD SUPPORT SERVICES

Enrollment and Payment

If Customer is an existing Google Cloud Standard Support customer and purchases Looker Services, the Customer's existing support package automatically will include the Looker Services as a component of Customer's support fees. This incremental fee for Standard Support will be charged as part of the variable fee calculation applicable to Customer's Standard Support Services.

ENHANCED SUPPORT SERVICES

Enrollment and Payment

If Customer is an existing Google Cloud Enhanced Support customer and purchases Looker Services, the existing support package automatically will include the Looker Services. This incremental fee for Enhanced Support will be charged as part of the variable fee calculation applicable to Customer's Enhanced Support Services.

PREMIUM SUPPORT SERVICES AND PARTNER-LED PREMIUM SUPPORT SERVICES

Enrollment and Payment

If Customer is an existing Google Cloud Premium Support customer and purchases Looker Services,  the existing support package automatically will include the Looker Services as a component of Customer's support fees. This incremental fee for Premium Support will be charged as part of the variable fee calculation applicable to Customer's Premium Support Services.