Our company Shearwater Data was founded by several early Looker employees, and we’ve heard from customers and former colleagues that the new support structure — now part of a broader GCP offering — can sometimes feel less personal than before.
We also understand that for many Looker customers, even basic support (let alone premium) can be difficult to obtain and, in some cases, may cost more than the Looker license itself - especially if support fees are tied to a percentage of total GCP spend.
We believe there’s a simpler approach: enable customers to access excellent chat support for both basic and complex modeling questions, similar to the early days of Looker’s Department of Customer Love .
Back then, you could reach a real person, have an in-depth conversation about any issue, and the support team would jump in to fix problems, offer best practices, or confirm you were on the right path. It wasn’t limited to filing an email ticket and waiting weeks for multiple back-and-forth exchanges.
With that in mind, we’re excited to introduce a subscription-based support model at a reasonable rate, complete with S1–S4 response time SLAs. Most small and mid-sized companies can opt for month-to-month plans, and our ongoing relationships are grounded in customer satisfaction.If you feel you’re getting excellent guidance and support, we hope you’ll stay with us. We’ve already been able to help both large and small organizations, including Netflix and Tops of Thailand.
What our Looker Support will be like?
We’ll be providing support via chat on Slack, Microsoft Teams, or an embeddable chat application of your choice, such as Zendesk. We’ll also be able to offer support through video calls and screen sharing.
You can count with our Looker Expert to help you with:
- LookML development
- Model optimization
- Content optimization
- Looker Embed
- Navigating Looker Studio, Looker Studio Pro, and Gemini on Looker
We can also support upstream optimizations on BigQuery or whichever analytical database you’re using.
We’ve got the expertise and the right attitude to help you succeed and move faster with data.
