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Minimum Support Obligations

In conjunction with Sales Partner’s resale of the Analytics 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 target response and resolution timeframes substantially similar to those 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. Sales Partner’s customer support representative will keep Customer informed throughout the process.

In addition to the above on-going support:

  1. For each Customer that purchases Universal Analytics (based on Hits) from Sales Partner, Sales Partner will provide Customers with the necessary support from the service categories specified in the Partner Menu of Services, up to 10 hours per month per Customer. Sales Partner may charge Customers for such support services if Sales Partner provides more than 10 hours of support per month.
  2. For each Customer that purchases Google Analytics 4 (based on Events) from Sales Partner, Sales Partner will provide Customers with the necessary support from the service categories specified in the Partner Menu of Services, up to the number of hours specified for each applicable volume tier set forth below. Sales Partner will reasonably designate in good faith the applicable tier for each Customer. Google reserves the right to specify additional tiers and hours in writing to Sales Partner.
    • 2 hours per month for up to 25M Events per month
    • 5 hours per month for up to 500M Events per month
    • 8 hours per month for up to 2.5B Events per month
    • 10 hours per month for 2.5B Events or more per month
    For purposes of this paragraph, the Partner Menu of Services mean the Global Google Marketing Platform Partner Menu of Services set out at https://enterprisemarketingportal.google/learning/partner-services/global-menu-of-services, or as otherwise provided by Google, which Google may update from time to time.

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 target response and resolution timeframes substantially similar to those 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. Sales Partner’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. Sales Partner’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 target response and resolution timeframes substantially similar to those 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. Sales Partner’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.

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