You can get support for Google Commerce Search if you have purchased this service from Google Enterprise. If you purchased Google Commerce Search from a reseller, you should contact your reseller to determine how you receive support. If you have a production serving outage, you can contact Google support directly regardless of how you purchased the service.
Google provides support for Google Commerce Search through the Google Enterprise Support Portal. You can use the support portal to create cases for technical support and also for non-technical issues such as licensing and accounts. If you do not have a portal login, you can request one here: Contacting Support. You can get support for production serving outages outside business hours by following instructions below.
Google will respond within one hour of receipt of a support request for a production serving outage. For lower priority requests, Google will respond within one business day during business hours. It is important to set the appropriate case priority to ensure efficient case handling. The support terms, including response times and availability of telephone support, are explained the in Technical Support Services Guidelines at http://support.google.com/enterprise/terms.
To keep you update to date on product enhancements, we encourage you to sign up to receive periodic communications about new features, product roadmaps, webinars and feedback opportunities. Please use the following link to provide your communication preference: GCS opt-in.
General product support
- Find answers to common problems and questions by reviewing GCS Troubleshooting Guide.
- Review the GCS documentation located at the left navigation bar. We keep the documentation up to date. The core topics are:
- You can submit a support case for any technical or non-technical issue at Google Enterprise Support Portal.
- For serving issues, attach the output from the GCS Site Validation Utility with the appropriate module (Facets, Recommendations, Spelling) enabled.
- For content indexing issues, please provide the Merchant Center ID number and ID field of the missing item(s). If possible, perform a Lookup Module search on the GCS Site Validation Utility.
- For Content API issues, please provide the full request-response XML stream demonstrating the issue.
Contacting support for a production serving outage
If you have a production serving outage, please follow the instructions below to ensure that you provide Google with the right information to quickly resolve your problem.
You should set the priority to P1 only if your Google Commerce Search service has been unusable by live, production end users for longer than 15 minutes.
If you have a production serving outage, you can contact Google by phone during business hours.
- 1 877-355-5787 (US customers)
- 0800 028 2078 (UK)
- 800 979 368 (Italy)
- 0800 181 9044 (Germany)
- 0800 902 438 (France)
- 1800 882 994 (Ireland)
- 900 811 897 (Spain)
- +1 404-978-9282 (from any other country)
You must have your customer PIN number to access the telephone system. To find your customer PIN, log into the support portal and find the number at the bottom of the Contact Us tab. To facilitate the handling of your problem, please open a support case before calling and be ready to provide your case number.
Note: Problems related to GCS features such as autocompletions, search as you type (SAYT), recommendations, redirect rules, ranking rules should not be marked as P1 unless they cause the primary searches to be unusable to end users.
To help narrow down the problem and determine if the GCS service is down (P1) or if the issue is on the client side, please run the Basic Module tests on the GCS Site Validation Utility. If that is not possible, follow through on all the steps and provide Google support with the answers to the questions below. If you do not provide this information, it may delay Google's ability to understand your problem and provide you with a solution.
Note: P1 (service down) for indexing issues covers situations where a significant percentage of offers in a feed are not inserted into Merchant Center or are consistently set to states other than Searchable. It does not generally cover individual missing results for a given small set of offers. For catastrophic indexing issues (all items deleted or missing), please proceed to create a P1 case.