AI-generated Key Takeaways

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• Google Maps Platform offers support through Stack Overflow for technical questions and an Issue Tracker for bugs and feature requests.

• Users can get support through the Google Maps Platform with varying response times based on the severity of the issue and support level.

• Enhanced Support provides faster response times, weekend support, and additional services like case escalation and video conferencing for complex issues.

• For data privacy concerns, a dedicated form is available separate from standard support channels.

• Case creation and management are available through the Google Cloud Console, requiring specific roles and a valid billing account for access.

Get help

Feeling a little stuck? There are several ways to get some help with your app.

• Ask a question onStack Overflow.
• Report a bug or feature request on theissue tracker.
• Contact the Maps support team.

Community support on Stack Overflow

We use the popular programming Q&A websiteStack Overflow to field technical questions about the Solar API. Stack Overflow is a collaboratively-edited question and answer site for programmers. The site is not run by Google, but you cansign in using your Google account. It's a great place to ask technical questions about developing and maintaining your app.

Members of the Google Maps Platform team monitor several Google Maps related tags on Stack Overflow. You can look for Google Maps Platform APIs topics by addinggoogle-maps to your search query. You can look for Solar API-specific topics by addinggoogle-solar-api. You may wish to add additional tags to your question to attract the attention of experts in related technologies.

Before posting a question on Stack Overflow:

Before posting, please search the group to see if someone has already answered your question.

Search existing questions

When posting a new question, please consider the following:

• Be very clear about your question in the subject — it helps those trying to answer your question as well as those who may be looking for information in the future.
• Give plenty of details in your post to help others understand your problem. Consider including code snippets, logs, or links to screenshots.
• Please include a code snippet that demonstrates the problem. Most people will not debug errors in your code without a simple sample that easily reproduces the problem. If you find it difficult to host your code online, use a service likeJSFiddle.
• Read theStack Overflow FAQ. The site and its community have guidelines and tips that you should follow to help ensure your question is answered.

Ask a new question

Report an issue or feature request

If you think you may have found a bug, or if you have a feature request that you would like to share with the Google Maps Platform team, please file a bug or feature request in ourissue tracker.

Enhanced Support customers and Google Maps Platform Partners shouldcreate a support case instead of creating issues in the Issue Tracker. This will ensure adequate response and resolution times.

Bugs

If you think the cause of a problem is a bug in the Solar API, report it on our issue tracker. Please include the following information in your bug description:

• A description of the problem, and the behavior you expected instead.
• A list of steps and/or a small snippet of sample code that can be taken to reproduce the problem.
• Any other information that the bug report template may require.

Before reporting a bug, please search the bug list to see if someone has already reportedthe issue.

Search existing bugsReport a bug

Feature requests

You can use the issue tracker to request new features or suggest modifications to existing features. Please describe the specific functionality you would like to see added, as well as reasons you think it's important. If possible, include specific details about your use case and the new opportunities the feature would allow for.

Before filing a new feature request, please search the list to see if someone has already filed the same request.

Search existing requestsRequest a new feature

Issue tracker status codes
New	This issue/feature request has not been triaged.
Assigned	The issue has a person assigned to it.
Accepted	The issue has been acknowledged by the assignee, who will provide updates when active investigations begin.
Fixed	The issue is resolved in a released version.
Fixed (Verified)	The issue has been addressed and the correctness of the fix has been confirmed.
Won't fix (Not reproducible)	There is either not enough information to fix the issue, or the issue as reported cannot be re-created.
Won't fix (Intended behavior)	The issue describes the expected behavior of the product under the reported circumstances.
Won't fix (Obsolete)	The issue is no longer relevant due to changes in the product.
Won't fix (Infeasible)	The issue requires changes that cannot be implemented in the foreseeable future.
Duplicate	This report duplicates an existing issue.

Issue tracker triaged codes
PendingFurtherReview	This issue has passed initial triage and is waiting for priority review.
NeatIdea	Feature request is acknowledged. We are currently evaluating this request but do not have any plans to implement it. Please star to vote and comment to discuss your use case.
NeedsMoreInfo	This issue/feature request requires more information from the reporter.

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:

1. Go toGoogle Maps Platform 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, escalationcase privileges, investigation into more complex map data issues,and more. The Enhanced Support service isdesigned for those who are looking for fast responsesaround the clock, and additional services to run their Google Maps Platform workloads inproduction. SeeGoogle Maps Platform Customer Carefor more information.

Sign up for, or cancel, a support service

Only Billing Administrators can change the selected support service, since itwill apply to all projects linked to your current Google Cloud Billing account.

To sign up for, or cancel, a support servicecontact sales.

Contact the Google Maps Platform support team

If you find that your questions have not been answered onStack Overflow or theIssue Tracker, please visit theGoogle Maps Platform Support page within the Cloud console.

From the Google Maps Platform Support page, you cancreate new support cases andview,resolve, orescalate existing cases.

Some Support features are available only toEnhanced Support customers.Learn more aboutGoogle Maps Platform Customer Care options.

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, seeGrant 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 toget access.

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 theBilling page of the Cloud console to ensure you have a valid billing account and visit theMarketplace to enable an API on your project.

1. 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 theGoogle Maps Platform Support page.
2. Select theproject 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 theCases page, while your most recent cases are also visible on theGoogle 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 youcan 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 availableroles from the IAM page.

1. Open the IAM page in the Cloud console.
2. SelectSelect a project > choose a project from the dropdown >Open.
3. SelectAdd, 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 withProject Owner permissions are able to manage all aspects of the project, including shutting it down.
   • To grantProject Owner orProject Editor permissions, choose the appropriate role underProject.
   • To limit a member’s permissions to filing technical support cases, choose theTech Support Editor role underSupport.
5. Save your changes.

Contact Billing Support as a Billing Admin

TheBilling 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 toProject Owners,Project Editors, orTech 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 theProject 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 tocreate 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	Example situations	Standard Support response time	Enhanced Support response time
Critical Impact - Service Unusable in Production Applies only to Google Maps Platform services marked asGeneral Availability	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, excludingregional holidays	1 hour on weekdays and weekends
High Impact - Service Severely Impaired Applies only to Google Maps Platform services marked asGeneral Availability	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.

Escalate a case

Note: Case escalation is available only toEnhanced Support 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: Video conferencing is available only toEnhanced Support subscribers.

If you think that your case would benefit from a voice/video conference to aid in communicationand issue resolution, open a Technical support case and request a video call,describing a meeting objective, and offer possible times (including time zone). Uponreceiving a request, Google Maps Platform Support will schedule a session usingGoogle Meet or a videoconferencing system of your choosing.

Request an SLA incident report

Note: Requesting incident reports is available only toEnhanced Support subscribers.

If you have experienced an incident that breached theGoogle Maps PlatformService Level Agreement (SLA), you can open a Technical support case to request anincident report. If you had opened a support case during the incident, you can make arequest 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 theincident, and prevention steps that are taken to avoid such incidents in the future.

Request Assistance with a map data quality issue

Note: Assistance with map data quality issues isavailable only toEnhanced Support 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 supportcase and request a complex map data investigation. In your case, include details aboutthe map data quality issue. Upon receiving a request, Google Maps Platform Support willengage with you to investigate the map data quality issue, and Google may make correspondingdata changes.