Before you install, About technical support, Technical support requirements – Google Search Appliance Installing the Google Search Appliance User Manual
Page 5
Google Search Appliance: Installing the Google Search Appliance
5
Before You Install
Before you install a search appliance, read the installation planning document, Planning for Search
Appliance Installation. You may have received the planning document as an attachment to the Welcome
email you received after purchasing the search appliance. If not, read Planning for Search Appliance
Installation. If you have read the planning document and collected the information described in the
preinstallation checklists, you can proceed to install the Google Search Appliance.
You need a computer that is physically close to the search appliance and can be attached to the search
appliance with an Ethernet cable. The computer should run a supported web browser. For a list of
supported browsers, see the release notes for the software version that is running on the search
appliance.
About Technical Support
Google provides technical support through a web application at the for Work Technical Support portal.
The Google for Work Support Information web page (
) has information on how to connect to the Support portal.
You can also find useful information in the user forums on Google Groups for the Google Search
Appliance
).
About the Google for Work Technical Support Web Site
The Google for Work Technical Support web site provides the following information and services for all
models of the Google Search Appliance:
•
Bulletins, advisories, and other time-critical information
•
Update instructions, release notes, and patches
•
The Technical Support Service Guidelines
Technical Support Requirements
Under the terms of the Technical Support Agreements for the Google Search Appliance, Google for
Work Technical Support requires direct access to your search appliance to provide some types of
support. For example, technical support engineers require direct access to determine whether a search
appliance that is experiencing problems 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 (
).
After you create a technical support account, review the terms of the Technical Support Guidelines for
your search appliance
).