The following technical support services guidelines ("Guidelines") apply to technical support services for your use of Chrome Services or Cameyo by Google Services, as applicable. Capitalized terms not defined in these Guidelines have the meanings set forth in the agreement(s) that governs your use of the Chrome Services or Cameyo by Google Services, as applicable (each and collectively, "Agreement"). For purposes of these Guidelines, “Services” refers to the Customer’s applicable product(s).
For the Google Meet Hardware TSS Guidelines, see https://googlesupport.serverhump.com/googlecloud/answer/11193779.
1. Support Request Submission
1.1. General. Customer may submit Requests online, or through the Google Help Center or support portal.
1.2. Customer Efforts to Fix Errors. Prior to making a Request to Google, Customer will use reasonable efforts to resolve issues, to fix any error, bug, malfunction or network connectivity defect without escalation to Google. Thereafter, a Customer Contact may submit a written request for technical support through the Google Help Center or support portal, or online.
1.3. Characterization of Requests. Customers designate priority upon submission of Requests. Upon receiving a request from a Customer Contact, Google will determine whether the request is a "Service Unusable," "Standard Request" or a "Feature Request" (as defined in Section 7 (Glossary of Definitions)). Any such determination made by Google is final and binding on Customer. Google reserves the right to change Customer's priority designation if Google believes that Customer's designation is incorrect and will inform Customer of any such change in its response to the support Request. Customer may appeal any such reclassification to Google's Support management for review through any available support channel.
1.4. 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 specific Chrome OS device (as applicable), and Customer's network; (ii) providing relevant data; and (iii) communicating further online to answer questions and assist Google Support Personnel as appropriate.
1.5. Request 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.
1.6. Feature Requests. If Google deems a Request as a Feature Request, it is deemed Feedback, and 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. Accessing Support
2.1. Google Help Center. Customer's End Users of the Services are provided support solely through the Google Help Center, which is accessible at https://googlesupport.serverhump.com/googlecloud/answer/142244 or such URL as Google may provide. Customer is responsible for responding to any questions and complaints by End Users or other third parties relating to Customer's or its End Users' use of the Services, with such support services to be provided at Customer's own expense.
2.2. Support Hours and Target Initial Response Times. Google will provide access to Google Help Center support for customers on a 24 x 7 basis. Google Support Personnel will be available to provide support online.
2.3. Customer PIN may be Required to Access Support. If required, Customer will provide a current Customer PIN when making a Request. Customer will obtain such Customer PIN in the Admin Console in order to access and receive support for the Services from Google. If Customer is unable to provide the current Customer PIN when prompted, Customer will only be able to access the Google Help Center and post a question to its online help forum, until such time as the Customer PIN is restored. The Customer PIN may be updated periodically and is only available in the Admin Console.
2.4. Additional Support. All Customers will receive support which includes the following:
- Automatic product upgrades of the Services
- Maintenance updates of the Services
- Online self-help and training for End Users and Administrators designed to assist Customers with implementation and use of the Services
- Status Dashboard and support portal providing real-time publicly available status information for the Services
3. Chrome Browser Support
3.1 Availability of Support. In addition to Requests related to Chrome Services, Google will respond in accordance with these guidelines to Requests related to Chrome Browser:
- For all Chrome OS Devices and Chrome OS Flex Devices with Chrome Services; or
- If Customer is paying for 100 or more annual orders of Chrome Enterprise Upgrade, for all end users associated with Customer’s domain; or
- If Customer has enrolled 100 or more Chrome OS Devices which have not reached their AUE Date with perpetual Chrome Enterprise Upgrade, for all end users associated with Customer’s domain; or
- If Customer has enrolled 100 or more Certified Chrome OS Flex Devices with perpetual Chrome Enterprise Upgrade, for all end users associated with Customer’s domain.
3.2 Supported Issue Types. Google Support Personnel will respond to Requests related to Chrome Browser installation, Chrome Core Functionality, and Chrome Browser security and administrative policies. Google may choose not to respond to Requests for other Chrome Browser related technical issues, such as but not limited to, rendering problems for specific web pages, technical issues related to the underlying operating system, device driver or printer problems.
4. Chrome OS Flex Support
4.1 Availability of Support. In addition to Requests related to Chrome Services, Google will respond in accordance with these guidelines to Requests concerning the latest available stable version of Chrome OS Flex being run on a Certified Chrome OS Flex Device.
4.2 Supported Issue Types. Google Support Personnel will respond to Requests related to Chrome OS Flex installation or pre-enrollment support, and general Chrome OS Flex troubleshooting issues. Google may not be able to provide solutions for hardware Requests or Requests concerning the not-latest available stable version of Chrome OS Flex.
5. Cameyo by Google
5.1 Availability of Support. Google will respond to Requests related to Cameyo by Google as set forth in these Guidelines.
5.2 Supported Issue Types. Requests related to Cameyo Core Functionality, administrative policies, and service degradation are responded to by Google Support Personnel as set forth in these Guidelines. Google may choose not to respond to Requests for other Cameyo related technical issues, such as but not limited to, technical issues related to the Customer’s infrastructure, application optimization and support, operating system management and administration, device driver or network problems. Google may also choose not to respond to Requests for support with features defined outside of the scope of support (which is accessible at https://googlesupport.serverhump.com/cameyo/answer/16453409 or such URL as Google may provide), including Powertags and other Cameyo features. Google may modify the scope of support from time to time without prior notification. If Google makes a code change to resolve a technical issue, the code change is released in an upcoming release and will not be ported back to an earlier version of Cameyo by Google.
5.3 Support. All Customers will receive support which includes the following:
- (i) Automatic product updates for Cameyo Supported Platforms
- (ii) Access to support by Google Help Center, Admin Console and support portal.
5.4 Product Specification Confidentiality: Google may be unable to provide answers to questions related to the detailed operation or product specifications of Cameyo by Google, as such information may be deemed confidential.
5.5 Third-Party Products and Interoperability
- (i) Verification of Third-Party Dependency: Google reserves the right to request the Customer to verify if the reported issue persists when using products other than the specific third-party product in question, in order to isolate the root cause.
- (ii) Shared Troubleshooting Responsibility: If Google is unable to determine whether an issue is caused by the third-party product or by Cameyo by Google, the Customer shall be required to provide Google Support Personnel with a reproducible test environment and must simultaneously request an investigation from the support of the third-party product.
- (iii) Exclusion of Liability for Third-Party Specific Issues: Google will not be obligated to modify or resolve issues within its own products that are demonstrated to occur exclusively in conjunction with a specific third-party product.
- (iv) Third-Party Inquiry Restrictions: Google Support Personnel are unable to provide answers or guidance regarding inquiries directly related to third-party products or services.
- (v) No Guarantee of Third-Party Compatibility: Google does not warrant or guarantee that all third-party products will function normally or flawlessly with its software.
- (vi) Assistance with Third-Party Application Licensing: Google will not respond to inquiries regarding third party software licensing, unless that software licensing was provided directly by Google.
5.6 Customer Environment and Maintenance
- (i) Exclusion of Liability for Environment-Dependent Issues: Google will not be obligated to modify or resolve issues within its own products that are determined to be caused by factors exclusive to the Customer's environment/setup.
- (ii) Customer Responsibility for Server Maintenance: The Customer is solely responsible for implementing all necessary updates and security measures on the Windows server (if applicable) where Cameyo is installed.
- (iii) Windows Update: Google will not respond to inquiries regarding the specific behavior of Cameyo in relation to changes to, or knowledge base articles related to, Windows updates.
6. General Provisions
6.1. Maintenance. 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 via the Admin Console or support portal.
6.2. Language. Support provided by Google Support Personnel under these Guidelines will be available in English, and may be made available in other languages.
6.3. Term 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 after the expiration or termination of such Agreement.
6.4. Support Data Processing Activities. Google collects and processes Support Data for the purpose of providing the support services described in these Guidelines and maintaining the Services.
6.5. No Support for Hardware or Chrome OS. For clarity, other than as expressly stated herein, these Guidelines do not cover support for either hardware or standard Chrome OS.
7. Glossary of Definitions
For the purpose of these Guidelines, the capitalized terms below will have the following meanings:
7.1 “Cameyo by Google” means the then-current Cameyo virtual application services described at https://googlesupport.serverhump.com/cameyo/answer/16453409 or any successor URL, and as specified in the applicable Order Form(s).
7.2 “Cameyo Core Functionality” means the features and functionality in the latest released version for Cameyo stable channel, excluding customer managed applications, infrastructure and services provided by third parties.
7.3 “Cameyo Supported Platform” means an operating system and version for which (i) Cameyo by Google is released by Google and (ii) support under these Guidelines is provided. Google may choose not to respond to issues with non-current versions of Cameyo by Google, or preview, or beta features.
7.4 “Certified Chrome OS Flex Device” means a device listed at: https://googlesupport.serverhump.com/chromeosflex?p=certified_models, the content and URL of which may be updated by Google from time-to-time.
7.5 “Chrome Browser” means the Chrome web browser as released by Google for Supported Platforms and available for download at the URL http://google.com/chrome/ or the MSI installer provided at the URL https://chromeenterprise.google/browser/ or at another URL that Google may provide.
7.6 "Chrome Core Functionality" means the features and functionality in the latest available stable Chrome Browser version, excluding Google Chrome extensions, Google Play, and Google Cloud Print.
7.7 “Chrome Services” means Chrome Enterprise Upgrade, Chrome Education Upgrade, or Chrome Nonprofit Upgrade, each of which are described in more detail at https://googlesupport.serverhump.com/chrome/a/answer/2717664 (as such content may be updated by Google) and are only available for use on a Chrome OS device and only prior to the AUE Date.
7.8. "Customer Contacts" means Administrators designated in the Admin Console.
7.9 "Feature Request" means a Request by a Customer Contact to incorporate a new feature or enhance an existing feature of the Services that is currently not available as part of the existing Services.
7.10 "Google Support Personnel" means the Google representatives responsible for handling technical support requests.
7.11 "Maintenance" means maintenance work that is performed on hardware or software delivering the Services.
7.12 "Request" means a request from Customer to Google Support Personnel for technical support to resolve a question or problem report regarding the Services.
7.13 "Service Unusable" means a production issue that prevents a majority of the Customer’s End Users from obtaining access to, or use of, the Services.
7.14. "Standard Request" means a Request made by Customer to Google that is not a Service Unusable Request or Feature Request.
7.15 "Support Data" means account details and the information that Customer provides to Google for the purpose of obtaining the support services described in these Guidelines, including requests for support and the details provided to Google about the specific support issue.