Google Search Appliance Getting the Most from Your Google Search Appliance - Manual (Page 74)

Google Search Appliance: Getting the Most from Your Google Search Appliance Essentials 74
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 Google for Work ticket, do so in your email to Google for Work 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 for Work 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 for Work 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 for Work Support
To learn more about Google for Work 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.
Learn More about Google Partners
You can find a directory of Google partners at the Google for Work Search Partner Directory ( http://
www.google.com/enterprise/search/partners/index.html ). This site links customers to vendors whose
solutions integrate and extend Google’s communication, collaboration, and enterprise search products.
You might also visit the Google Apps Marketplace (
http://www.google.com/enterprise/marketplace/ ),
where you can read some customer success stories from Marketplace vendors ( http://
solutionsmarketplace.blogspot.com/ ).