This document outlines the support options available for Street View Insights. For more information about Street View Insights, see the [Overview page](https://developers.google.com/maps/documentation/street-view-insights/overview). > [!NOTE] > **Note:** You must [sign up](https://docs.google.com/forms/d/e/1FAIpQLSetyVSIJc2U4C8rn7Z2olWhK9MEbD_YPadqHuPO3SE-yL21yg/viewform) before using Street View Insights. ## Common support needs The following sections list the most common support options for questions and issues related to Street View Insights or the underlying Google Cloud services. ### Pricing and account support To get support for pricing, contracting, and account setup related to Street View Insights, contact your Google representative. They can provide specialized help or direct you to the right support option. ### Data support For issues related to your Street View Insights data, [Contact the Google Maps Platform support team](https://developers.google.com/maps/documentation/street-view-insights/support#contact-maps-support). These issues include: - **Data quality and content**: Questions about the accuracy, completeness, or attributes of the data within your datasets. - **Data schema**: Questions about the structure, format, and field definitions of the datasets. - **Data access and delivery**: Problems encountered when accessing or receiving the datasets within your Google Cloud project. Google Maps Platform Support does not provide support with the general use, configuration, or optimization of the Google Cloud services related to Street View Insights. Examples of these support needs include writing, debugging, or optimizing queries in BigQuery. For support with these and other Google Cloud issues, see the next section, Google Cloud services support. ### Google Cloud services support BigQuery and Vertex AI usage is not covered by your Street View Insights license. To set up your Google Cloud services support packages and find support information see [Google Cloud Customer Care](https://cloud.google.com/support-hub). ## General support options If you have questions or issues that are not covered by the support topics above, you have several ways to get help: - [Decide on the right support service](https://developers.google.com/maps/documentation/street-view-insights/support.md.txt#decide-on-the-right-support-service). - [Contact the Google Maps Platform support team](https://developers.google.com/maps/documentation/street-view-insights/support.md.txt#contact-maps-support). ### Bugs If you think the cause of a problem is a bug in Street View Insights, report it on our issue tracker. Include the following information in your bug description: - Your Cloud project and Customer ID. This information may also be found in your Welcome Letter. - A description of the problem, and the behavior you expected instead. - Error message text (if you received an error). - Information to help the Support Team investigate and reproduce the issue, for example: - A list of steps and a snippet of sample code. - What prompt were you using? - What Python code did you run? Can you attach or share the Python notebook? - What SQL queries did you run? What was the job ID? Tip: Click the **JOB INFORMATION** tab in your query results to retrieve the Job ID. - A description of the problem, and the behavior you expected instead. - A list of steps and a small snippet of sample code that can be taken to reproduce the problem. - Any other information that the bug report template may require. ## Decide on the right support service Google highly recommends that you have support set up before you need it. [Compare support services](https://developers.google.com/maps/support/care.md.txt). To find the level of support you currently have for Google Maps Platform: 1. Go to [Google Maps Platform Support](https://console.cloud.google.com/google/maps-apis/support) in the Google Cloud Console. 2. Your support service is shown near the bottom of the page. ### Enhanced support Enhanced Support offers 1-hour initial response time for Critical Impact issues 24x7, escalation case privileges, investigation into more complex map data issues, and more. The Enhanced Support service is designed for those who are looking for fast responses around the clock, and additional services to run their Google Maps Platform workloads in production. See [Google Maps Platform Customer Care](https://developers.google.com/maps/support/care.md.txt) for more information. ### Sign up for, or cancel, a support service Only Billing Administrators can change the selected support service, since it will apply to all projects linked to your current Google Cloud Billing account. To sign up for, or cancel, a support service [contact sales](https://cloud.google.com/contact-maps). ## Contact the Google Maps Platform support team The Google Maps Platform support team provides both Technical and Billing support. For billing issues related to your use of Google Maps Platform services, please contact the Google Maps Platform support team instead of the [Cloud Billing Support](https://cloud.google.com/billing/docs/support) team. If you find that your questions have not been answered on [Stack Overflow](https://stackoverflow.com/questions/tagged/google-maps) or the [Issue Tracker](http://issuetracker.google.com), please visit the [Google Maps Platform Support](https://console.cloud.google.com/google/maps-apis/support) page within the Cloud console. From the Google Maps Platform Support page, you can [create new support cases](https://console.cloud.google.com/google/maps-apis/support/createcase) and [view](https://developers.google.com/maps/documentation/street-view-insights/support.md.txt#view-cases), [resolve](https://developers.google.com/maps/documentation/street-view-insights/support.md.txt#resolving-a-case), or [escalate](https://developers.google.com/maps/documentation/street-view-insights/support.md.txt#escalating-a-case) existing cases. > [!NOTE] > Some Support features are available only to [Enhanced Support](https://developers.google.com/maps/documentation/street-view-insights/support.md.txt#enhanced) customers. Learn more about [Google Maps Platform Customer Care options](https://developers.google.com/maps/support/care.md.txt). To manage cases in the Google Maps Platform console, you will need to have one of the following roles: - Project Owner - Project Editor - Tech Support Editor - Tech Support Viewer The Tech Support Viewer role is only able to view case information and cannot interact with or update the case in any way. To learn more about these roles, including how to apply them, see [Grant support access](https://developers.google.com/maps/documentation/street-view-insights/support.md.txt#grant-support-access). [View a comparison of the roles](https://developers.google.com/maps/roles) mentioned in the Google Maps Platform documentation. ### Create a support case Project Owners, Project Editors, and Tech Support Editors can create support cases. If you don't have one of these roles, contact your Project Owner or Organization Admin to [get access](https://developers.google.com/maps/documentation/street-view-insights/support.md.txt#grant-support-access). > [!NOTE] > Before you create a support case, you must have a valid billing account and have at least one Google Maps Platform API enabled on your project. Go to the [Billing page](https://console.cloud.google.com/project/_/billing) of the Cloud console to ensure you have a valid billing account and visit the [Marketplace](https://console.cloud.google.com/marketplace/browse?filter=solution-type:service&filter=category:maps) to enable an API on your project. 1. Visit the Google Maps Platform Support [Create a Case](https://console.cloud.google.com/google/maps-apis/support/createcase) page in the Cloud console. - Alternatively, you can click the 'Create Case' button at the top of the [Google Maps Platform Support](https://console.cloud.google.com/google/maps-apis/support) page. 2. Select the **project** related to your question in the top dropdown bar of the Cloud console. 3. Fill out the form in detail. 4. Once your case is created, you can correspond with Support via Email. ### Manage your cases View, resolve, or escalate your support cases from the Cloud console. Please communicate with support on your cases by responding to case emails. In the future, you can look forward to replying to cases in the Cloud console. #### View cases Your cases are visible on the [Cases page](https://console.cloud.google.com/google/maps-apis/support/cases), while your most recent cases are also visible on the [Google Maps Platform Support Overview](https://console.cloud.google.com/google/maps-apis/support) page, which you can use to go to the Cases page. Select any case to see its details and interact with Google Maps Platform Support. Cases are scoped to the selected project, so you will only see cases that were created within that project. If you have multiple projects and cannot find an expected support case, check to see if you are viewing the project from where you originally created the support case. #### Resolve a case If your case no longer requires support, you can either inform Support via email or you can click the 'Resolve' button at the top of the Case Details page for your case. ### Grant support access A Project Owner or an Organization Admin can grant all available [roles](https://cloud.google.com/iam/docs/roles-overview#role-types) from the IAM page. 1. [Open the IAM page](https://console.cloud.google.com/iam-admin/iam) in the Cloud console. 2. Select **Select a project** \> choose a project from the dropdown \> **Open**. 3. Select **Add** , then enter the new member's email address. - You can add individuals, service accounts, or Google Groups as members, but every project must have at least one individual as a member. 4. Select the member's role. For best security practices, we strongly recommend giving the member the lowest permissions needed. Members with **Project Owner** permissions are able to manage all aspects of the project, including shutting it down. - To grant **Project Owner** or **Project Editor** permissions, choose the appropriate role under **Project**. - To limit a member's permissions to filing technical support cases, choose the **Tech Support Editor** role under **Support**. 5. Save your changes. ### Contact Billing Support as a Billing Admin The **Billing Admin** role does not grant permissions to create support cases on its billing account, because access to Support (Tech or Billing) is based on project permissions, and is granted to **Project Owners** , **Project Editors** , or **Tech Support Editors** on a project tied to the billing account. If you do not have access to any project tied to the billing account: 1. Create a new project. You are automatically assigned the **Project Owner** role for this project. 2. Enable billing on your new project, using the billing account used for your group's other projects. 3. Enable a Google Maps Platform API from this new project. Learn how to [create a project, enable billing for it, and enable an API](https://developers.google.com/maps/get-started#create-project). Since you are the Project Owner for this new project, you have access to Google Maps Platform API support case creation from that new project and can make inquiries about the billing account attached to it. ### Support response times Support response times are indicated in the table below (resolution times may vary): | Priority level | Example situations | Standard Support response time | Enhanced Support response time | |---|---|---|---| | **Critical Impact - Service Unusable in Production** (Applies only to Google Maps Platform services marked as [General Availability](https://developers.google.com/maps/launch-stages.md.txt).) | Your situation matches all the following criteria: - Your product or service is unusable in production, or business impact is critical (for example, revenue loss). - No workaround is available that can be quickly implemented (less than 30 minutes). | 1 hour on weekdays, excluding [regional holidays](https://support.google.com/googlecloud/answer/6047804) | 1 hour on weekdays and weekends | | **High Impact - Service Severely Impaired** (Applies only to Google Maps Platform services marked as [General Availability](https://developers.google.com/maps/launch-stages.md.txt).) | Your product or service is degraded in production, having a noticeable rate of user-facing errors. Business impact is moderate (for example, danger of revenue loss or productivity decrease). A workaround to mitigate critical business impact is available and can be quickly implemented. | 24 hours on weekdays | 4 hours on weekdays and weekends | | **Medium Impact - Service Partially Impaired** | The issue is limited in scope and/or severity. The issue has no user-visible impact. Business impact is low (for example, inconvenience or minor business processes affected). | 24 hours on weekdays | 24 hours on weekdays | | **Low Impact - Service Fully Usable** | Little to no business or technical impact. | 24 hours on weekdays | 24 hours on weekdays | #### Privacy inquiries For questions related to data privacy and protection, you can contact us using the [Data Privacy Inquiry Form](https://support.google.com/cloud/contact/maps_api_privacy). ### Escalate a case > [!NOTE] > **Note:** Case escalation is available only to [Enhanced Support](https://developers.google.com/maps/documentation/street-view-insights/support.md.txt#enhanced) subscribers. If you think that your case is not being handled optimally, you can escalate the case. An escalation manager will review your case to ensure that it is handled properly. Escalation managers can provide additional expertise or better prioritize a case based on business requirements, but they cannot grant exceptions to policies or terms of service. One hour after a case is first submitted, you may escalate it. Use the Escalate button found in the footer of your support emails, in the case creation confirmation email, or in any response to the case. You can also click the 'Escalate' button at the top of the Case Details page for your case. ### Request video conferencing > [!NOTE] > **Note:** Video conferencing is available only to [Enhanced Support](https://developers.google.com/maps/documentation/street-view-insights/support.md.txt#enhanced) subscribers. If you think that your case would benefit from a voice/video conference to aid in communication and issue resolution, open a Technical support case and request a video call, describing a meeting objective, and offer possible times (including time zone). Upon receiving a request, Google Maps Platform Support will schedule a session using Google Meet or a videoconferencing system of your choosing. ### Request an SLA incident report > [!NOTE] > **Note:** Requesting incident reports is available only to [Enhanced Support](https://developers.google.com/maps/documentation/street-view-insights/support.md.txt#enhanced) subscribers. If you have experienced an incident that breached the [Google Maps Platform Service Level Agreement (SLA)](https://cloud.google.com/maps-platform/terms/sla), you can open a Technical support case to request an incident report. If you had opened a support case during the incident, you can make a request for an incident report on that case, rather than opening a new case. The incident report will include information about the impact and mitigation of the incident, and prevention steps that are taken to avoid such incidents in the future. ### Request Assistance with a map data quality issue > [!NOTE] > **Note:** Assistance with map data quality issues is available only to [Enhanced Support](https://developers.google.com/maps/documentation/street-view-insights/support.md.txt#enhanced) subscribers. If you have a complex issue around map data quality that requires investigation (such as a potential missing address or inaccurate address data), open a Technical support case and request a complex map data investigation. In your case, include details about the map data quality issue. Upon receiving a request, Google Maps Platform Support will engage with you to investigate the map data quality issue, and Google may make corresponding data changes.