Premium Plan Support and Resources

Overview

As a Google Maps APIs Premium Plan customer, you have access to exclusive resources, including the Google for Work Support Portal and support hotline, in addition to our standard support options.

Documentation

If you have a question about the Google Maps APIs, first check our documentation:

Troubleshooting

If you run into an issue with the Maps APIs, you can often resolve it yourself quickly using our Premium Plan Troubleshooter. If the troubleshooter doesn't provide a solution, you'll see a link to the Google for Work Support Portal, where you can contact support.

Contacting support

You can contact support by filing a case in the Google for Work Support Portal or by calling the Google for Work support hotline.

Google for Work Support Portal

To log in to the Google for Work Support Portal, you'll need your Support Portal credentials, which you can find in your Welcome letter. If you can't find your letter, you can request your credentials.

  1. Log in to the Support Portal.
  2. Click the Cases tab.
  3. Click Create New Case.
  4. Select the Product Name, Group, and Components for your case.
  5. Set the Priority according to our priority definitions.
  6. Important: In the description, include a summary of the issue and the steps to reproduce it. So we can help you more quickly, also include any error messages, requests sent to Google, and links to demos or a publicly accessible website where we can reproduce the issue.

Support hotline

The support hotline is available from Monday 9 AM Tokyo time to Friday 5 PM Pacific time, excluding regional holidays. You can use the hotline for the following issues:

  • Your end users have been unable to access your live Google Maps APIs production applications for longer than 15 minutes.
  • You want to report a Maps APIs service outage. Make sure you select the geospatial option when you call.

Before you call, make sure you have your client ID and support PIN, which is available on the Support Portal Contact Us page. Then call us at:

  • US customers: 1-877-355-5787
  • EMEA and JAPAC customers: +1-646-257-4500, or check the Contact Us page in the Support Portal for local toll-free numbers.

Support Portal resources

In addition to contacting support, you can use the Google for Work Support Portal to:

  • Authorize new domains to use your client ID.
  • Access Maps APIs Usage Reports and Analytics.
  • Read service notifications.
  • Access documentation and resources specifically targeted to Google Maps APIs Premium Plan customers.
  • Find your client ID and private cryptographic key

If you haven't received your login credentials, you can request them.

Google for Work Connect

Join Google for Work Connect community to get these exclusive benefits:

  • Updates and insights into Google Maps products, strategy, plans, and direction, including confidential news about product features.
  • The opportunity to attend to a quarterly, live presentation of the roadmap for our Google Maps products.
  • The ability to ask questions, send feedback, and share ideas with Google staff and other Google Maps APIs Premium Plan customers.
  • The opportunity to attend regional Meetups, where you can collaborate with other Google Maps APIs customers.

To join the community:

  1. Visit connect.googleforwork.com.
  2. Sign in with your Google Account (Gmail account or Google Apps account). On your first visit, you'll need to specify your Google for Work preferences and accept our privacy policy.
  3. Access the Google Maps APIs discussions and content, by choosing Maps from the Solutions menu on the Home page.

Community support

Google's Developer Relations team participates on Stack Overflow—a collaborative question-and-answer site for programmers. It's a great place to ask technical questions about developing and maintaining Google Maps applications. Look for and use the google-maps or google-maps-api-3 tags. You can find more information about community support options on the Community Support page.

Staying informed

Google frequently interacts with the developer community through screencasts, events, and Google+ postings:

Here are some other ways to stay up to date with the Google Maps APIs Premium Plan:

Terms of use

For your reference, here are the documents relating to your purchase: