Note: This is not the current version of this document and is provided for archival purposes. View the current version
In conjunction with Sales Partner’s resale of the GA 360 Service, Sales Partner will provide to its Customers, at a minimum, the following applicable support and training related to the service Sales Partner is reselling:
Analytics 360
INSTALLATION SUPPORT:
Sales Partner will provide commercially reasonable initial and ongoing implementation guidance for Analytics 360 for 1 Property of Customer’s choosing. With respect to Mobile SDKs, any implementation support provided by Sales Partner will be limited to: (i) the then-current Mobile SDK and (ii) for a period of 6 months after the release date of the then-current Mobile SDK, the version of the Mobile SDK that immediately preceded the then-current Mobile SDK.
ON-GOING SUPPORT:
Sales Partner will use commercially reasonable efforts to meet the target response and resolution timeframes set forth at https://support.google.com/analytics/answer/6215195 (as modified from time to time at Google’s sole discretion). The priority level of support cases logged by Customer will initially be designated by Customer, in its reasonable discretion based on the descriptions in the table at the link above. Sales Partner Customer Support may lower the priority level designation of any case (a “Priority Adjustment”) if Sales Partner, in its reasonable discretion, believes that Customer’s initial priority designation does not comport with the descriptions in the table. Sales Partner Customer Support will notify Customer as soon as is reasonably practicable of any Priority Adjustment. Sales Partner Customer Support may also perform a Priority Adjustment while permanent solutions are being developed, as soon as a workaround solution is implemented.
With respect to Mobile SDKs, on-going support provided by Sales Partner will be limited to: (i) the then-current Mobile SDK and (ii) for a period of 6 months after the release date of the then-current Mobile SDK, the version of the Mobile SDK that immediately preceded the then-current Mobile SDK.
Target resolution times are goals. Depending on the volume and severity of tickets submitted, response times and time to resolution may vary. Occasionally an issue needs to be escalated to our engineering team. In such cases, it may take more time to resolve the issue. Customer’s customer support representative will keep Customer informed throughout the process.
In addition to the above on-going support, Sales Partner will provide Customers with the necessary front-end technical support, defined as reactive troubleshooting and maintenance support. Sales Partner may charge Customers for front-end technical support if Sales Partner provides more than 10 hours of front-end technical support per month.
TRAINING:
Customers may attend regularly-scheduled Analytics 360 Service training classes to be delivered by Google via webinar.
Optimize 360
INSTALLATION SUPPORT:
Sales Partner will provide commercially reasonable ongoing implementation guidance for one Optimize 360 experiment of Customer’s choosing. With respect to Mobile SDKs, any implementation support provided by Sales Partner will be limited to: (i) the then-current Mobile SDK and (ii) for a period of 6 months after the release date of the then-current Mobile SDK, the version of the Mobile SDK that immediately preceded the then-current Mobile SDK. Sales Partner will also provide commercially reasonable ongoing maintenance support for the Optimize 360 Service for Customer’s OEPs throughout the term of the Agreement.
ON-GOING SUPPORT:
Sales Partner will use commercially reasonable efforts to meet the target response and resolution timeframes set forth at https://support.google.com/360suite/optimize/answer/6396562 (as modified from time to time at Google’s sole discretion). The priority level of support cases logged by Customer will initially be designated by Customer, in its reasonable discretion based on the descriptions in the table at the link above. Sales Partner Customer Support may lower the priority level designation of any case (a “Priority Adjustment”) if Sales Partner, in its reasonable discretion, believes that Customer’s initial priority designation does not comport with the descriptions in the table. Sales Partner Customer Support will notify Customer as soon as is reasonably practicable of any Priority Adjustment. Sales Partner Customer Support may also perform a Priority Adjustment while permanent solutions are being developed, as soon as a workaround solution is implemented.
With respect to Mobile SDKs, on-going support provided by Sales Partner will be limited to: (i) the then-current Mobile SDK and (ii) for a period of 6 months after the release date of the then-current Mobile SDK, the version of the Mobile SDK that immediately preceded the then-current Mobile SDK.
Target resolution times are goals. Depending on the volume and severity of tickets submitted, response times and time to resolution may vary. Occasionally an issue needs to be escalated to our engineering team. In such cases, it may take more time to resolve the issue. Customer’s customer support representative will keep Customer informed throughout the process. In addition to the above on-going support, Sales Partner will provide Customers with the necessary front-end technical support, defined as reactive troubleshooting and maintenance support. Sales Partner may charge Customers for front-end technical support if Sales Partner provides more than 4 hours of front-end technical support per month.
TRAINING:
Customer may attend Optimize 360 training classes provided by Google and delivered via webinar, free of charge.
Surveys 360
INSTALLATION SUPPORT:
Sales Partner will provide commercially reasonable ongoing implementation guidance for one Surveys 360 survey of Customer’s choosing, including migration of existing Customer’s Surveys accounts to the enterprise product if requested. Sales Partner will also provide commercially reasonable ongoing maintenance support for the Surveys 360 Service throughout the term of the Agreement.
ON-GOING SUPPORT:
Sales Partner will use commercially reasonable efforts to meet the target response and resolution timeframes set forth at https://support.google.com/surveys/answer/7434405 (as modified from time to time at Google’s sole discretion). The priority level of support cases logged by Customer will initially be designated by Customer, in its reasonable discretion based on the descriptions in the table at the link above. Sales Partner Customer Support may lower the priority level designation of any case (a “Priority Adjustment”) if Sales Partner, in its reasonable discretion, believes that Customer’s initial priority designation does not comport with the descriptions in the table. Sales Partner Customer Support will notify Customer as soon as is reasonably practicable of any Priority Adjustment. Sales Partner Customer Support may also perform a Priority Adjustment while permanent solutions are being developed, as soon as a workaround solution is implemented.
Target resolution times are goals. Depending on the volume and severity of tickets submitted, response times and time to resolution may vary. Occasionally an issue needs to be escalated to our engineering team. In such cases, it may take more time to resolve the issue. Customer’s customer support representative will keep Customer informed throughout the process. In addition to the above on-going support, Sales Partner will provide Customers with the necessary front-end technical support, defined as reactive troubleshooting and maintenance support. Sales Partner may charge Customers for front-end technical support if Sales Partner provides more than 4 hours of front-end technical support per month.
TRAINING:
Customer may attend Surveys 360 training classes provided by Google and delivered via webinar, free of charge.
Tag Manager 360
INSTALLATION SUPPORT:
Sales Partner will provide commercially reasonable ongoing implementation guidance for the Service for one Property of Customer’s choosing. With respect to Mobile SDKs, any implementation support provided by Sales Partner will be limited to: (i) the then-current Mobile SDK and (ii) for a period of 6 months after the release date of the then-current Mobile SDK, the version of the Mobile SDK that immediately preceded the then-current Mobile SDK. Sales Partner will also provide commercially reasonable ongoing implementation support for the configuration of tags associated with the Google Analytics 360 products (e.g. Analytics 360) if Customer provides, in the timeframe and manner designated by Sales Partner, a complete specification for a Tag Container, including the type(s) of tag(s) to be included, the conditions under which a tag should fire, and the Property data source for each tag.
ON-GOING SUPPORT:
Sales Partner will use commercially reasonable efforts to meet the target response and resolution timeframes set forth at https://support.google.com/tagmanager/answer/6357156 (as modified from time to time at Google’s sole discretion). The priority level of support cases logged by Customer will initially be designated by Customer, in its reasonable discretion based on the descriptions in the table at the link above. Sales Partner Customer Support may lower the priority level designation of any case (a “Priority Adjustment”) if Sales Partner, in its reasonable discretion, believes that Customer’s initial priority designation does not comport with the descriptions in the table. Sales Partner Customer Support will notify Customer as soon as is reasonably practicable of any Priority Adjustment. Sales Partner Customer Support may also perform a Priority Adjustment while permanent solutions are being developed, as soon as a workaround solution is implemented.
With respect to Mobile SDKs, on-going support provided by Sales Partner will be limited to: (i) the then-current Mobile SDK and (ii) for a period of 6 months after the release date of the then-current Mobile SDK, the version of the Mobile SDK that immediately preceded the then-current Mobile SDK.
Target resolution times are goals. Depending on the volume and severity of tickets submitted, response times and time to resolution may vary. Occasionally an issue needs to be escalated to our engineering team. In such cases, it may take more time to resolve the issue. Customer’s customer support representative will keep Customer informed throughout the process.
TRAINING:
Customer may attend Tag Manager 360 training classes provided by Google and delivered via webinar, free of charge.
Last updated: April 30, 2019