Chronicle SIEM Technical Support Services Guidelines

1.1 Customer Efforts to Fix Errors. 

Prior to making a request to Google, Customer will use reasonable efforts to fix any error, bug, malfunction or network connectivity defect without escalation to Google. Thereafter, a Customer may submit a written request for technical support through (a) the mechanism that Google makes available for such purpose in the Services, or (b) through email at [email protected] (such properly submitted request a “Request”).

1.2 Characterization of Requests.

Customer designates P1-P4 Priority upon submission of Requests. Google will review Customer's Priority designation and may change designations that Google believes are incorrect. Google will inform Customer of such change in its response to the support Request. Google’s designation is final and binding on Customer. 

1.3 Procedures for Acknowledgement and Resolution of Requests.

When making a Request, Customer will provide all requested diagnostic information and assist Google as may be required to resolve a Request.

1.4 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.

1.5 Feature Requests.

If Google deems a Request to be a “Feature Request,” Google will log such Request for consideration to add to a future update or release of Chronicle SIEM 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.

1.6 Pre-General Availability Offerings.

Although Google has no obligation to provide TSS for alpha, beta, preview, or any similarly-designated or other pre-general availability versions, features, or functionality of Chronicle SIEM, Google will consider Requests at these development stages on a case-by-case basis.

Customer will provide first-level support to Customer End Users. Google will provide second-level support to Customer only. 

3.1 Maintenance.

To ensure optimal performance of Chronicle SIEM, Google performs periodic Maintenance. In most cases, Maintenance will have limited or no negative impact on the availability and functionality of Chronicle SIEM. If Google expects planned Maintenance to negatively affect the availability or functionality of Chronicle SIEM, 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 emergency unscheduled Maintenance to negatively affect the availability or functionality of Chronicle SIEM, Google will use commercially reasonable efforts to provide advance notice of such Maintenance. Google may provide any notice to Customer under this Section (a) by sending an email to the Notification Email Address, or (b) through Chronicle SIEM.

3.2 Language Support Generally.

Google will provide all support under these Guidelines in the English language.

3.3 Support Data Processing Activities.

Google collects and processes Support Data for the purpose of providing TSS under these Guidelines and maintaining Chronicle SIEM.

Google will provide Customer with technical support according to the level of support Google agreed to provide Customer. 

4.1 Basic.

The Basic Support includes the following: automatic services upgrades and Maintenance updates, support for billing, product defect and technical inquiries as well as access to documentation and release notes. Requests are responded to with an initial target response time of one Business Day.

“Business Day” means any day during the Hours of Operation.

“Chronicle SIEM Support Tool” means a support tool located at a URL (as may be updated from time to time) provided by Google.

“Feature Request” means a Request to incorporate a new feature or enhance an existing feature of Chronicle SIEM that is currently not available as part of the existing Chronicle SIEM service.

“Hours of Operation” means 17:00 on Sunday to 17:00 on Friday Pacific Time Zone, except for holidays in local time for each region documented in the Chronicle SIEM Support Tool.

“Maintenance” means maintenance work that is performed on hardware or software delivering the Services.

“P1” means Critical Impact - Service unusable or major business or financial impact. 

“P2” means High Impact - Service use severely impaired.

“P3” means Medium Impact - Service use partially impaired. 

“P4” means Low Impact - Service fully usable. 

“Priority” means the level of impact a Request is having on Customer's operations and is used to establish initial target response times. Priority is established on a scale of P1 through P4.

“Request” means a request from Customer for technical support to resolve a question or problem report regarding Chronicle SIEM.

“Support Data” means account details and the information that Customer provides to Google for the purpose of obtaining TSS under these Guidelines, including requests for support and the details provided to Google about the specific support issue.