Looker support can be reached by using our in-app chat application. Simply click the “Chat” option from the “Help” drop down in the upper right corner and type your question. Alternatively, requests can be submitted using this support request form.
Details on our SLAs and overall support program can be found in our Looker Support Terms.
Hours of Coverage
English Language Looker Support is available 24 hours a day, 5 days a week. Support hours are:
- Sunday, 5:00pm PST - Friday, 6:00pm PST
- Sunday, 8:00pm EST - Friday, 9:00pm EST
- Monday, 12:00am GMT - Friday, 2:00am GMT
- Monday, 9:00am JST - Saturday, 9:00am JST
Japanese Language Looker Support is available from:
- 9:00am JST to 5:00pm JST, Monday-Friday
Coverage is subject to major holidays observed in the US, UK, and Japan.
Who can access 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
There is no ticketing system that you need to login to, to reach support. Although Looker maintains a ticketing system internally, we think it should be transparent to you. We can provide a ticket number if you like, but it is not part of our standard process, and you should be able to exchange chats or emails with Looker like you would a colleague.
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.