Get in touch with Looker Support (DCL)

Welcome to Looker Support (DCL)! Our mission is to help customers become great at Looker, and help Looker be great for our customers. We’re here to provide technical support - if you need help troubleshooting please get in touch with us below! For training, SQL or hands-on modeling support, custom scripting help, and account needs, we have some better resources - check this Help Center article for more details.

When submitting troubleshooting data to Support, please ensure you remove any sensitive data, such as account passwords, government identification numbers, cardholder data, confidential business data, or other sensitive information. We will use the troubleshooting data to help us address your support issues and to improve our services, subject to the Looker privacy policy.

Your Message

Please enter the details of your request. Provide as much helpful information as possible, such as your Looker version and your instance.

For example 'mycompany.looker.com'. Leave blank if you currently don't have a Looker running.

Select the option that best matches the severity definitions outlined in the ‘Issue Reporting’ section of our support terms: https://cloud.google.com/terms/looker/support Please keep in mind that, if we identify that the impact of the issue does not align with the proposed severity according to our definitions, we may update the severity of the issue. If your issue meets the criteria for an S1, e.g there is a complete loss of application functionality, please contact urgent@looker.com.

The preferred language of the ticket correspondence.

Hi Good Looker! So we can best help out, let us know what brings you to Support. For more detail on the options below, check out this article: g.co/looker-chat-form

We'll try to match your timezone preferences depending on our current load, staffing, SLAs and severity. Please note that standard SLAs still apply.

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    Contact Us

    You can reach Looker support by using the in-app chat support. Simply click the “Chat” option from the “Help” drop down in the upper right corner and type your question. Alternatively, you can also use the support request form.

    Hours of Coverage

    Looker Support is available from:

    • 1:00am PT to 6:00pm PT
    • 4:00am ET to 9:00pm ET
    • 9:00am GMT to 2:00am GMT

    Coverage is subject to major holidays observed in the US and UK.

    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, and no forms you need to fill out 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.