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 (email support).
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 (All priorities)
- 5:00 p.m. JST – 9:00 a.m. JST, Monday – Saturday, weekends, and holidays (P1 and P2, email support only)
Coverage is subject to major holidays observed in the US, the UK, and Japan.
Looker Support regional holidays
Americas regional holidays
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New Year's Day (Day off in lieu) 2022-01-03 Martin Luther King Day 2022-01-17 Presidents Day 2022-02-21 Memorial Day 2022-05-30 Independence Day 2022-07-04 Independence Day Holiday 2022-07-05 Labor Day 2022-09-05 Thanksgiving Day 2022-11-24 Thanksgiving Holiday 2022-11-25 Christmas Eve 2022-12-23 Christmas Holiday 2022-12-26 New Year's Eve 2022-12-30
EMEA regional holidays
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New Year's Day (Day off in lieu) 2022-01-03 Saint Patrick's Day 2022-03-17 Day of Remembrance 2022-03-18 Good Friday 2022-04-15 Easter Monday 2022-04-18 May Bank Holiday 2022-05-02 June Bank Holiday 2022-06-06 August Bank Holiday 2022-08-01 October Bank Holiday 2022-10-31 Saint Stephen's Day 2022-12-26 Christmas Day (Day off in lieu) 2022-12-27
Japan regional holidays
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New Year's Holiday (Day off in lieu) 2022-01-03 New Year's Holiday (Day off in lieu) 2022-01-04 Coming of Age Day 2022-01-10 Foundation Day 2022-02-11 Emperor's Birthday 2022-02-23 Vernal Equinox 2022-03-21 Showa Day 2022-04-29 Constitution Day 2022-05-03 Greenery Day 2022-05-04 Children's Day 2022-05-05 Marine Day 2022-07-18 Mountain Day 2022-08-11 Respect for the Aged Day 2022-09-19 Autumnal Equinox 2022-09-23 Sports Day 2022-10-10 Culture Day 2022-11-03 Labor Thanksgiving Day 2022-11-23 New Year's Holiday 2022-12-29 New Year's Holiday 2022-12-30
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 Looker Support directly through the portal, through chat, or by email.
Escalation
Looker does not have an escalation path, because every Looker 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.