Escalations

To help us direct you to the appropriate support team, choose your status from the following tabs:

Launched partner

Technical support

If you've already integrated and launched with Order with Google and need support for any technical issues, open a case on this page with our support team. Limit each case to one issue and create additional cases as needed.

Note: If you have multiple Partner Portal accounts, please make sure that the correct account is selected when submitting your case. Your Order with Google account will include “(OwG)” at the end of the account name.

Urgent escalations

Follow this escalation path in case you are experiencing any of these issues:

• Your integration is down.
• An issue is preventing a majority of your merchants from serving.
• A widespread issue for end users. For example, orderfood.google.com is returning an HTTP 500 error.

For urgent issues mentioned above, please select the Urgent Technical Support category when you submit your support case.

If our internal team’s evaluation confirms that the case qualifies as an urgent matter, the case will be escalated to our on-call engineering team. If it is not an urgent case, our partner support team will handle the case during non-holiday business hours.

Undergoing maintenance

If you're undergoing maintenance and need to pause your integration, you can toggle the Integration status on the Account and users page.

Note: If your contact information has changed, update it by following instructions on set up your contact information page.

Actively integrating

If you're currently onboarding with Order with Google, contact your Google consultant.

Note: If you haven't already, set up your contact information to share your escalation contacts.

Interested in integrating

If you want to integrate with Order with Google, review the Order with Google documentation to express your interest.

Escalations to partners

As the owner of your Order with Google project, you must ensure that your inventory feeds and fulfillment actions remain online and up-to-date. You can also use the monitoring tools available to you on the Partner Portal. If Google detects an increase in errors from your project, our team might reach out to your technical contacts for escalation, depending on their severity. We then expect you to resolve the issue in a timely manner.