You can reach Looker Support by using our in-app chat application. Click the Chat option from the Help menu in the upper right-hand corner of the app, and type your question. Alternatively, you can submit a request using this request form.
Find details on service level agreements (SLAs) and overall support programs on our Looker Technical Support Services Guidelines page.
Hours of coverage
English language Looker Support is available 24 hours a day, 5 days a week. Support hours are:
- Sunday, 5:00 p.m. PST – Friday, 5:00 p.m. PST
Japanese Language Looker Support is available from:
- 9:00 a.m. JST – 5:00 p.m. JST, Monday – Friday
Coverage is subject to major holidays observed in the US, UK, and Japan.
Looker Support regional holidays
Americas regional holidays
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New Year's Day 2021-01-01 January Day Off 2021-01-04 Martin Luther King Day 2021-01-18 Presidents Day 2021-02-15 Google Global Company Holiday 2021-03-26 Memorial Day 2021-05-31 Independence Day 2021-07-05 Independence Day 2021-07-06 Labour Day 2021-09-06 Thanksgiving Day 2021-11-25 Thanksgiving Holiday 2021-11-26 Christmas Eve 2021-12-24 Christmas Day 2021-12-27 New Years Eve 2021-12-31
EMEA regional holidays
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New Year's Day 2021-01-01 January Day Off 2021-01-04 Saint Patrick's Day 2021-03-17 Google Global Company Holiday 2021-03-26 Good Friday 2021-04-02 Easter Monday 2021-04-05 May Bank Holiday 2021-05-03 June Bank Holiday 2021-06-07 August Bank Holiday 2021-08-02 October Bank Holiday 2021-10-25 Christmas Day (Day off in lieu) 2021-12-27 Saint Stephen's Day (Day off in lieu) 2021-12-28
Japan regional holidays
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New Year's Day 2021-01-01 New Year Holiday 2021-01-02 New Year Holiday 2021-01-03 New Year Holiday 2021-01-04 January Day Off 2021-01-05 Coming of Age Day 2021-01-11 Foundation Day 2021-02-11 Emperor's Birthday 2021-02-23 Vernal Equinox 2021-03-20 Google Global Company Holiday 2021-03-26 Showa Day 2021-04-29 Constitution Day 2021-05-03 Greenery Day 2021-05-04 Children's Day 2021-05-05 Marine Day 2021-07-19 Substitute Holiday 2021-08-09 Mountain Day 2021-08-11 Respect for the Aged Day 2021-09-20 Autumnal Equinox 2021-09-23 Sports Day 2021-10-11 Culture Day 2021-11-03 Labor Thanksgiving Day 2021-11-23
Who can access Looker Support?
Looker Support is available to administrators and developers on your Looker instance. This allows us to focus on your most involved users, who may need in-depth help with the Looker product. You should develop your own internal process for helping your end users, especially because you'll know the ins and outs of your data better than anyone.
Ticketing system
You do not need to log in to a ticketing system to reach Support. Looker maintains a ticketing system internally, and all Support requests can be viewed through the customer portal in the Looker Help Center. You can communicate with Support directly through the portal, through chat, or by email.
Escalation
Looker does not have an escalation path, because every Support analyst is trained to the same high level. We do have internal processes to make sure lengthy issues maintain focus, and to pull in engineering resources if necessary, but you do not need to follow a special process or achieve a certain level of severity to reach these resources.