Support and Maintenance Guidelines

Integration Maintenance and Support

Partner is committed to supporting and maintaining the Reserve with Google integration. Partner’s support of the integration will be of at least the same quality as the support Partner provides for other similar integrations. At a minimum, Partner is committed to the following support functions and standards:

  1. Emergency Alert and Emergency Technical Support: Partner will provide high priority support for technical issues which result in the integration being disabled or non-functioning, being degraded beyond service health expectations , greatly impacting the user experience, or any other emergency issue. To ensure a positive user and merchant experience, Partner will use commercially reasonable efforts to respond to and resolve any emergency issues within 1 business day.

  2. Non-Emergency Technical Support: Partner will provide standard support for non-emergency technical or production issues which do not disable the integration. To ensure a positive user and merchant experience, Partner will use commercially reasonable efforts to respond to any non-emergency issues within 2 business days.

  3. Post-Launch Integration Health: Partner’s integration health should meet the following expectations such that the end user experience is not degraded on Reservations.

Merchant Support

Partner will provide support to Merchants utilizing the Reserve with Google functionality of at least the same quality as the support it provides to its other Merchants. At a minimum, Partner will provide the following support functions:

  1. Merchant Removal Support: Partner will provide Merchants assistance in the event a Merchant requests removal from Reserve with Google.

  2. General Merchant Support: Partner will ensure its agents are equipped to assist Merchants with issues relating to the Reserve with Google functionality generally.

User Support

Partner will provide support to Reserve with Google end users of at least the same quality as it provides to its other end users. At a minimum, Partner will provide the following support functions:

  1. Direct User Support: Partner will provide direct support to users who contact Partner regarding issues with a booking made via Partner.

  2. Google Escalated Support: Partner will provide support for situations where Google reaches out to Partner regarding a user issue (including, but not limited to: booking is not honored as described, tickets are not received by the user, the user has requested a refund, or user wishes to change/modify their booking).