## Get help
Feeling a little stuck? There are a couple ways to get some help.
- Ask a question on the [Google Earth Help Community](https://support.google.com/earth/community).
- [Contact the Maps support team](https://developers.google.com/maps/documentation/earth/support.md.txt#contact-maps-support).
> [!CAUTION]
> **Note:** Maps support team service is available for customers enrolled in Professional or Professional Advanced plans. For more information, see [Learn about Google Earth plans](https://developers.google.com/maps/documentation/earth/earth-plans.md.txt).
- Follow known issues using the Google Earth [issue tracker](https://issuetracker.google.com/issues/new?component=2257844).
## Support on Google Earth Help Community
The [Google Earth Help
Community](https://support.google.com/earth/community) is a forum for questions related to Google
Earth. You can search for topics, find troubleshooting tricks, and explore links
to in-depth blog posts for various Google Earth features.
Before posting, search the Community to see if someone has already
answered your question.
[Search existing questions](https://support.google.com/earth/community)
For guidance on participating in the Google Earth Help Community, see the [Google Help Communities Overview](https://support.google.com/communities/answer/7424249).
## Follow known issues using the issue tracker
To stay informed about known issues and any actions taken by the Google Earth
team, use the Google Earth [issue tracker](https://issuetracker.google.com/issues/new?component=2257844).
[Search known issues](https://issuetracker.google.com/issues?q=status:open+type:feature_request+componentid:2257844)
| Issue tracker status codes ||
|---|---|
| New | This issue/feature request has not been triaged. |
| Assigned | The issue is being reviewed. |
| In Progress (Accepted) | The issue has been reviewed and is considered valid. Note that this does not imply that it will be fixed or the feature request implemented in the foreseeable future. See the [priority section](https://developers.google.com/maps/documentation/earth/support.md.txt#issue-priorities) below for more information. |
| Fixed | The issue is resolved and its availability is imminent. |
| Fixed (Verified) | The issue has been resolved and its availability in a release 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 priorities**
The priority assigned to an issue is the best indicator of when it might be addressed. Higher
priority issues (such as P1 and P2) are investigated and resolved more quickly, while lower
priority issues (such as P3 and P4) and feature requests may take longer to address or may not be
implemented in the foreseeable future. The assigned priority of an issue may change over time
based on product priorities, feasibility, and available resources.
## Decide on the right support service
Support services are only available for the Professional and Professional
Advanced plans. *Standard Support* is already included in the Professional
and Professional Advanced plans, but you may choose to upgrade based on your
support needs.
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
> [!CAUTION]
> **Note:** Maps support team service is available for customers enrolled in Professional or Professional Advanced plans. For more information, see [Learn about Google Earth plans](https://developers.google.com/maps/documentation/earth/earth-plans.md.txt).
The Google Maps Platform support team provides both Technical and Billing support. For billing issues related to your use of Professional or Professional Advanced plans, 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 the
[Google Earth Help Community](https://support.google.com/earth/community), 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/earth/support.md.txt#view-cases), [resolve](https://developers.google.com/maps/documentation/earth/support.md.txt#resolving-a-case), or
[escalate](https://developers.google.com/maps/documentation/earth/support.md.txt#escalating-a-case) 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](https://developers.google.com/maps/documentation/earth/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/earth/support.md.txt#grant-support-access).
> [!NOTE]
> Before you create a support case, you must have a valid billing account. Go to the [Billing page](https://console.cloud.google.com/project/_/billing) of the Cloud console to ensure you have a valid billing account.
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 Earth plan from this new 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/earth/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/earth/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/earth/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/earth/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.