Knowledge Base Article
Maximize resolution: Your guide to getting the most out of support 🚀
As a ChromeOS IT Admin, you ensure seamless, secure, and productive user experiences. For initial assistance, consult the articles in the Chrome Enterprise and Education Help Center. For further assistance, Google Enterprise Support is your 24/7 worldwide technical partner. Refer to the technical support services guidelines for detailed information on supported Chrome Services.
Access important information regarding releases and service status:
Release Notes:
https://support.google.com/chrome/a/answer/7679408
Release Blog:
https://chromereleases.googleblog.com/
Status Dashboard:
https://www.google.com/appsstatus/dashboard/
- Know your scope: What ChromeOS support covers
Refer to the technical support services guidelines (TSSG) for comprehensive details on supported issue types for Chrome Services. While typical areas of supported and out-of-scope items are described below, the TSSG remains the definitive reference, and the examples provided are not exhaustive.
| Area | Supported Items | Out-of-Scope Items |
| ChromeOS Devices | Device enrollment, Enterprise policy configurations, Management of apps and extensions, OS issues. | Third-party software, apps, extensions, or integrations. |
| ChromeOS Flex | Installation, Device enrollment, Audio or video challenges. | Flex devices not on the certified model list. |
| Chrome Enterprise | Chrome Browser Cloud Management policies, Chrome installer packages. | Third-party extensions, Design/Coding/Debugging APIs. |
2. Set the pace: Choosing the right priority
The priority you select dictates the pace of your case. Correct priorities help the support team focus on the most impactful issues first.
Refer to How we prioritize your issue for more details.
3. Case creation best Practices: Provide the four key components
Including as much information and detail as possible up front is the single best way to accelerate resolution by reducing the initial back-and-forth with support. Always include these four key components:
A. Precise timestamps ⏰
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- When did the problem begin and end? The more specific (down to the second) the better.
B. Problem & environment details 💻
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- What specific devices/models are affected? Which OS version? What applications are involved?
- Where did this occur? (e.g., production or test environment) .
- Attach logs (device logs, network logs), screenshots, or copies of error messages.
C. Reproduction steps 🔄
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- Is the problem reproducible or intermittent?
- Provide full reproduction steps if possible.
- Describe what led up to the problem happening.
- What did you already rule out and test?
D. Context and impact 📈
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- How does this impact your business?
- Are all your users affected, or only some?
- Do you have a workaround?
- Are there deadlines/key milestones at risk?
Note : For quick "how-to" questions, support via chat is generally the most efficient method.
However, for more complex issues that require extensive troubleshooting, it is recommended to submit a support case through the portal. This ensures that all pertinent information is captured and the appropriate priority level can be assigned, facilitating a quicker resolution.
4. Wrapping up: Case closure and feedback
Upon confirmation that your issue has been successfully resolved, the support case will be closed. Following closure, you will receive a survey. Your feedback is invaluable in helping us enhance our services, so please take a moment to complete it.
5. Resolution and Escalation Guidance
For more details on navigating resolution and escalation processes, please refer to the following resource: https://support.google.com/a/answer/10759436
Do you have any other questions or comments when it comes to support?
Let us know if what you want to hear about next in our User Guide section.