Technical Support Guidelines (“TSG”) for Google Cloud Platform Services via Reseller

Technical Support Guidelines (“TSG”) for Google Cloud Platform Services via Reseller2017-07-07T09:04:19-05:00

A. General

i. Support Request. The prefered method for technical support is to submit your Request via the Maven Wave Support Portal (“Portal”) at https://support.mavenwave.com. Alternatively, customers may email technical support at support@mavenwave.com.

Requests will automatically create a Portal ticket which should then be used for future communication.

ii. Support Scope. Maven Wave will provide GCP support for Requests that relate to the setup, configuration and basic usage of GCP products and services. The TSG does NOT cover any Customer specific code, datasources, or third party tools that were introduced to the GCP implementation by Customer. Mave Wave Support Personnel will not review or modify custom code or data sources as part of standard support services.

iii. Customer Efforts to Fix Errors. Prior to making a Request to Maven Wave, Customer will verify that the GCP product or service in question is currently showing green status at the following site : (https://status.cloud.google.com/). Additionally, 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. Characterization of Requests. Customers designate Priority upon submission of Requests. Upon receiving a Request from Customer Contact, Maven Wave will determine whether the Request is a “Critical”, “High”, “Medium”, or “Low” as defined below.

Priority Level Description
Critical (P1) Critical issue affecting all users. Product or service unavailable or unusable with no workaround.
High (P2) This issue is impacting a subset users. Product or service does not work as expected, with no feasible workaround.
Medium (P3) Product or service does not work as expected but a workaround is easily available.
Low (P4) Product or service does not work as desired, but functions (a workaround is not necessary).

v. Maven Wave reserves the right to change Customer’s Priority designation if Maven Wave 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 Maven Wave’s Support management.

B. 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, and 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. Customer acknowledges and understands that Maven Wave may be unable to provide answers to, or resolve Requests if the issue is related to Customer code or systems or requires escalation to Google.

D. Accessing Support

i. Support Days and Hours. Maven Wave shall provide technical support Business Days during Supported Hours.

ii. Target Response Times. The table below shows the target response times, during Support Hours, to Requests for each Priority.

Priority Level Target Response Time
Critical (P1) 4 Business Hours
M-F 8-5 CST
High (P2) 8 Business Hours
M-F 8-5 CST
Medium (P3) 24 Business Hours
M-F 8-5 CST
Low (P4) 24 Business Hours
M-F 8-5 CST

E. Enhanced Support Services (additional fees may apply)

i. General. If Customer requires support above and beyond what is provided in this TSG, Maven Wave shall work with Customer to define enhanced support services. Enhanced support services will incur additional charges.

F. General Provisions

i. Maintenance. To ensure optimal performance of GCP, Google performs periodic Maintenance. In most cases, Maintenance will have limited or no negative impact on the availability and functionality of the GCP.

ii. Language. All Maven Wave Support will be provided in English only.

iii. Glossary of Definitions: For the purpose of these Guidelines, the capitalized terms below will have the following meanings:

  • “Customer Contacts” means Administrators designated by Customer to communicate with Maven Wave.
  • “Maven Wave Support Personnel” mean the Maven Wave representatives responsible for handling technical support requests.
  • “Maintenance” means maintenance work that is performed on hardware or software delivering the GCP Products and Services.
  • “Priority” means the level of impact a Request is having on Customer’s operations and is used to establish target response times.
  • “Request” means a request from Customer to Maven Wave Support Personnel for technical support to resolve a question or problem report regarding GCP.
  • “Business Days” means any day other than a Saturday, Sunday or commonly recognized national holiday.
  • “Support Hours” means between 8:00 AM to 5:00 PM Central Standard Time (CST) on Business Days.