Setting up the Zendesk account and creating customer users;

Configuring access for both the Supplier's and Customer's teams; and

Establishing a monthly schedule for Service Reviews.

respond to Billing Tickets raised by a Customer Named Contact in accordance with the Service Level Agreement;

reclassify the priority of a Billing Ticket where incorrectly prioritised by the Customer;

track and report Billing Tickets raised by the Customer in the Support Portal;

support the Customer to resolve billing related issues in the Customer’s Google Cloud Environment (if the Customer has a direct billing agreement with Google, this will be limited to providing supporting information when required);

undue risk would be caused to the Customer’s Google Cloud environment;

additional expertise beyond the scope of Managed Billing is required; and / or

1 Business Day or more effort or resources from the Supplier is required, in which case the Supplier will initiate the Billing Ticket be managed under a separate Professional Services contract;

monitor the Customer’s Google Cloud Environment to detect increases in spend and the project or service level;

notify the Customer of consumption spikes in the Customer’s Google Cloud Environment;

where the source of the consumption spike in the Customer’s Google Cloud Environment resides in the components managed by the Supplier, the Supplier will investigate and perform the required corrective action;

report on the Customer’s Google Cloud spending trends on a regular basis;

where applicable, track the Customer’s Google Cloud committed spend and report progress against the committed spend amount;

provide the Customer with a quarterly analysis of rate optimisation opportunities in the Customer’s Google Cloud Environment.

register Customer Named Contacts in the Supplier Support Portal;

report all Billing Incidents Tickets via the Available Support Channels set out in the SLA; and

cooperate with the Supplier as required to enable the Supplier to perform its obligations.

Billing Incidents: means an unplanned interruption regarding the billing of the Customer’s Google Cloud Environment or suspected billing discrepancies (e.g. where the Customer has been overcharged or undercharged).

Billing Service Requests: means requests for billing identity and access management (“IAM”), creation / suspension of billing sub-accounts and processing Google Cloud product orders and uplifts.

Billing Ticket: means a Billing Incident and / or Billing Service Request

Customer’s GCP Commit: means an agreement between the parties for the Customer to incur a minimum level of GCP Charges.

Customer’s Google Cloud Environment: means all Google Cloud resources, services, and configurations on Google Cloud Projects linked to the Customer’s Sub Billing Account.

Customer Named Contact: means a Customer appointed individual authorised to raise Billing Incidents and / or Billing Service Requests in the Supplier Support Portal.

Customer’s Sub Billing Account: means as defined in the Ordering Document.

Google Cloud: means the complete of services listed here: https://cloud.google.com/terms/services?hl=en

Google Cloud Projects: means a collection of Google Cloud resources.

Response Time: means the time between the Customer Named Contact submitting the Looker Ticket via the Available Support Channel to when the first response is sent by the relevant Qodea personnel that has been assigned to the Looker Ticket.

Service Level Agreement or SLA: means: