Display & Video 360, Search Ads 360 and Campaign Manager Minimum Support Obligations
In conjunction with Sales Partner’s resale of the Google Marketing Platform Services, Sales Partner will provide to its Resale Client, at a minimum, the following applicable support and training related to the service Sales Partner is reselling:
INSTALLATION SUPPORT:
Sales Partner will provide initial and ongoing implementation guidance for all Campaign Manager networks, Display & Video 360 partners and Search Ads 360 agencies created for the Resale Clients using those services through the Sales Partner.
ON-GOING SUPPORT:
Reactive:
The Sales Partner will use reasonable endeavours to respond to all Resale Client support tickets in accordance with the terms set out in the Campaign Manager guidelines at the following URL: https://support.google.com/dcm/answer/9026876?hl=en&ref_topic=2758513
Depending on the volume and severity of tickets submitted, time to resolution may vary. Occasionally an issue needs to be escalated to Google’s engineering team. In such cases, it may take more time to resolve the issue. The Sales Partner will keep Resale Client informed throughout the process.
In addition to the above on-going support, Sales Partner will provide Resale Clients with any necessary front-end technical support, defined as reactive troubleshooting and maintenance support.
Google reserves the right, at any time, to reasonably request an audit of response and resolution support tickets and any other relevant communications from the Sales Partner on behalf of the Resale Client for quality control purposes.
The Sales Partner will also provide full write access to Resale Clients immediately upon request, including but not limited to the ability to access and extract all platform data for data access, storage, transfer, and/or manipulation.
Proactive:
The Sales Partner will provide a minimum of four hours per quarter regular proactive customer support in the form of product updates and recommendations for best practice usage of Google Marketing Platform technology.
The Sales Partner will provide both proactive and reactive support in accordance with the services from the service categories specified in the Partner Menu of Services. Partner Menu of Services means the Global Google Marketing Platform Partner Menu of Services set out at https://enterprisemarketingportal.google/learning/partner-services/global-menu-of-services, or otherwise provided by Google, which Google may update from time to time.
TRAINING:
All training will be provided by the Sales Partner. Sales Partner will offer the following ongoing support as a minimum:
- Four hours of product training per quarter either via Webinar or in person (to be agreed with the Resale Client).
Last Updated: 10 November 2022
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