Routes Preferred API is currently available only to select customers. Contact sales to learn more.

Support

Are you feeling a little stuck using the Routes Preferred API? If so, then you have the following options for getting help with your application.

Contact Google Support. Only those cases filed through Google Support are subject to an SLA (Service Level Agreement).
Refer to the examples and the How-to guides in this documentation set.

Support for pre-release versions

Google may release Early Access, Alpha, or Beta versions of the Routes Preferred API. Refer to the Cloud Launch Stages for definitions. Although Google has no obligation to provide support for Early Access, Alpha or Beta versions, features, or functionality of the Services, we'll consider requests at these development stages on a case-by-case basis.

Pre-release versions are not covered by the Google Maps Platform SLA.
Use of fallback mechanisms is recommended, especially if you are using a pre-release version in a production environment.

Decide on the right support service

Google highly recommends that you have support set up before you need it. Compare support services.

To find the level of support you currently have for Google Maps Platform:

Go to Google Maps Platform Support in the Google Cloud Console.
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 for more information.

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.

Contact the support team

If you find that your questions have not been answered on Stack Overflow or the Issue Tracker, please visit the Google Maps Platform Support page within the Cloud console.

From the Google Maps Platform Support page, you can create new support cases and view, resolve, or escalate existing cases.

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. View a comparison of the 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.

Visit the Google Maps Platform Support Create a Case page in the Cloud console.
- Alternatively, you can click the 'Create Case' button at the top of the Google Maps Platform Support page.
Select the project related to your question in the top dropdown bar of the Cloud console.
Fill out the form in detail.
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, while your most recent cases are also visible on the Google Maps Platform Support Overview 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 from the IAM page.

Open the IAM page in the Cloud console.
Select Select a project > choose a project from the dropdown > Open.
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.
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.
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:

Create a new project. You are automatically assigned the Project Owner role for this project.
Enable billing on your new project, using the billing account used for your group's other projects.
Enable a Google Maps Platform API from this new project.

Learn how to create a project, enable billing for it, and enable an API.

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	Definition	Standard Support response time	Enhanced Support response time
Critical Impact - Service Unusable in Production	Critical functions of your production application are unavailable and there's no feasible workaround.	1 hour on weekdays, excluding regional holidays	1 hour on weekdays and weekends
High Impact - Service Severely Impaired	This issue is critically impacting a single user or critically impacting collaboration among users. Service doesn't work as expected, and there's no feasible workaround.	24 hours on weekdays	4 hours on weekdays and weekends
Medium Impact - Service Partially Impaired	Service does not work as expected but a workaround is easily available.	24 hours on weekdays	24 hours on weekdays
Low Impact - Service Fully Usable	Service does not work as desired, but functions (a workaround is not necessary).	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.

Escalate a case

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

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

If you have experienced an incident that breached the Google Maps Platform Service Level Agreement (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

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.

Terms of use

Source	Description
Acceptable Use Policy	Defines the use cases that are acceptable under your license agreement.
Service Level Agreement	Details the expected uptime for the services, and your entitlement to credit in the event of service downtime.
Technical Solutions and Services Guidelines	Describes the support offering for your product.