You can reach Looker Support by using the Google Cloud console.
Find details on service level agreements (SLAs) and overall support programs on the Looker Technical Support Services Guidelines page.
Hours of coverage and supported languages
For details about hours of coverage and supported languages, see section "3. Language Support" on the Looker Technical Support Services Guidelines page.
Looker Support regional holidays
For the list of Looker Support regional holidays, refer to the Google Cloud Language support and working hours document.
Who can access Looker Support?
To access Looker support, the following requirements must be met:
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Looker support is available only on Looker instances that are running an officially supported Looker version. Instances that are hosted by Looker automatically update to supported releases. If your Looker instance is customer-hosted and is running an unsupported Looker version, update your Looker instance to a supported Looker version.
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For Looker (original) instances, Looker support is available only if the Google Cloud Project number is filled in on the Admin General Settings page. The project number connects your Looker instance to your Google Cloud support plan and determines your level of support.
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Looker support is available only to users with the Tech Support Editor IAM role. 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 users, especially because you'll know the ins and outs of your data better than anyone.
- If your Looker instance is using Legacy Support, then support is available only to administrators and developers on your instance.
Issue submission best practices
To ensure a timely and effective resolution when you submit a support case, include the following information:
- The Looker version number of the running application.
- Environment details, such as OS version, database type and version, and architecture details (for example, whether the instance is containerized or running on a VM).
- A detailed description of the problem, including the expected behavior and the actual behavior.
- Steps to reproduce the issue.
- Any relevant, sanitized log snippets that show errors or other relevant activity. Don't include sensitive information in logs. See the Finding logs section for more information on retrieving logs from customer-hosted Looker instances.
See the Best practices for working with Cloud Customer Care page for more information.
Finding logs
For customer-hosted instances, you can find the Looker logs in the log subdirectory under the Looker user's home directory (usually /home/looker).
The current day's log file is named looker.log and is actively being written to. Log files from previous days have dates in their filenames.