A. General
i. Support Request. The preferred method for technical support is to submit your request via the Maven Wave Managed Services Support Portal (i.e., “portal”) at support.msp.mavenwave.com.
Requests will automatically create a portal ticket, which should then be used for future communication.
ii. Support Scope. Maven Wave will provide support for requests that relate to the setup, configuration, and basic usage of Google Cloud Platform services. The Technical Support Guidelines (TSG) do not cover any customer-specific code, data sources, or third-party tools that were introduced to the Google Cloud Platform implementation by the customer. Maven Wave support personnel will not review or modify custom code or data sources as part of standard support services.
In addition, the project associated with the request must be linked to the billing account provided to the customer by Maven Wave.
iii. Customer Efforts to Fix Errors. Prior to making a request to Maven Wave, the customer will verify that the Google Cloud Platform product or service in question is currently showing green status at the following site: https://status.cloud.google.com/.
Additionally, the customer will use reasonable efforts to fix any error, bug, malfunction, configuration, or network connectivity defect without escalation to Maven Wave. Thereafter, a customer contact may submit a request.
iv. Type of Requests. Customers designate the request type upon submission of requests.
- Billing Requests are to be used when the client has a cost management or invoice question.
- Inquiry Requests are to be used when the client has a general question about how a GCP service should function.
- Access Requests are to be used when the client needs access to support or billing portals.
B. Procedures for Acknowledgement and Resolution of Requests
When making a request, the customer will provide requested diagnostic information including but not limited to (i) describing the problem, the configuration, and the customer’s network; (ii) providing relevant data; and (iii) communicating further via email or phone to answer questions and assist Maven Wave support personnel as appropriate.
C. Request Acknowledgement
Maven Wave may respond to a request by acknowledging receipt of the request. The customer acknowledges and understands that Maven Wave may be unable to provide answers or resolve requests if the issue is related to the customer code or systems or requires escalation to Google.
D. Accessing Support
i. Support Days and Hours. Maven Wave shall provide technical support on business days during support hours.
ii. Target Response Times. Maven Wave will make commercially reasonable efforts to respond to requests during the hours of operation.
| Request Type | Target Response Time |
|---|---|
| Inquiry Request | 8 Business Hours
M – F, 8 AM – 5 PM Central |
| Billing Request | 24 Business Hours
M – F, 8 AM – 5 PM Central |
| Access Request | 24 Business Hours
M – F, 8 AM – 5 PM Central |
E. Enhanced Support Services (additional fees may apply)
i. General. If the customer requires support above and beyond what is provided in the TSG, Maven Wave shall work with the customer to define enhanced support via Cloud Success Services. Cloud Success Services will incur additional charges.
F. General Provisions
i. Maintenance. To ensure optimal performance of the Google Cloud Platform, Google performs periodic maintenance. In most cases, maintenance will have limited to no negative impact on the availability and functionality of the platform.
ii. Language. All Maven Wave support will be provided in English only.
iii. Glossary of Definitions: For the purpose of these guidelines, the terms below are defined as follows:
- Customer: The consumer of Google Cloud Platform services that uses Maven Wave as their reseller.
- Request: A request from the customer to Maven Wave support personnel for technical support to ask a question or report a problem.
- Incident: A request from the customer to Maven Wave support personnel for technical support in the resolution of an unplanned interruption or reduction in the quality of an IT service.
- Customer Contacts: Administrators designated by the customer to communicate with Maven Wave.
- Maven Wave Support Personnel: Maven Wave representatives who are responsible for handling technical support requests.
- Maintenance: Maintenance work that is performed on hardware or software delivering the Google Cloud Platform Products and Services.
- Type: The classification of the request to ensure appropriate routing.
- Business Days: Any day other than a Saturday, Sunday, or commonly recognized national holiday.
- Support Hours: Between 8:00 AM to 5:00 PM Central Time on business days.
- Cloud Success Services (CSS): Managed services packages, which include technical support for the resolution of the incident, monitoring, and advanced troubleshooting.
- Google Cloud Platform Services: Consists of those Google Cloud Platform Services (including any associated APIs) that are used by the customer set forth at this address: https://cloud.google.com/terms/services.