Google Search Appliance Getting the Most from Your Google Search Appliance - Manual (Page 71)

Google Search Appliance: Getting the Most from Your Google Search Appliance Essentials 71
The search appliance Admin Console also provides assistance in the form of help pages. For more
information about this type of help, refer to “Using the Admin Console Help Center” on page 60.
Getting Help from Google Enterprise Support
Google provides technical support for the Google Search Appliance on the Enterprise Technical Support
web site.
The support term for your Google Search Appliance is generally two years. Your Google support account
generally begins upon shipment of your search appliance. Coverage includes both software updates
and support as well as hardware warranty and support. A support account also provides you with
access to advisories, and other technical material. The welcome email you receive from Google contains
the user name and password for your support account.
Your support account information includes the terms of the Technical Support Guidelines for your
search appliance.
For details on how to contact support, go to http://support.google.com/enterprisehelp/bin/
answer.py?answer=1120726 .
To request escalation of an Enterprise ticket, do so in your email to Google Enterprise Support,
providing the ticket number, reason for the request and the current business impact.
Under the terms of the Support Agreements for the Google Search Appliance, Google Enterprise
Support requires direct access to your search appliance to provide some types of support. For example,
direct access is needed to determine whether your search appliance is eligible to be returned to Google
and exchanged for a new search appliance. Different access methods have different requirements. The
requirements for remote access are discussed in Remote access methods for technical support (
http://
support.google.com/gsa/bin/answer.py?answer=2644822 ).
When you open a ticket with Google Enterprise Support (via email or phone), you must provide the
following information in your request:
• The ID of the Google Search Appliance(s) affected
• The software version on the affected Google Search Appliance(s)
• A detailed description of the issue
• The information for the person (or people) to contact
• How remote access to the Google Search Appliance(s) will be achieved (that is, support call, SSH,
modem, and so on)
Learn More about Google Enterprise Support
To learn more about Google Enterprise support, visit their web site. You can also find more information
in Planning for Search Appliance Installation and Installing the Google Search Appliance.
Getting Expert Help from Google Partners
Google partners are preferred third-party experts that can help you with search appliance deployment
and customization. Google partners can be especially helpful with complex search appliance
deployments.