As explained in our previous post “What’s changing in Google Cloud support & how can you benefit from Google Cloud partner support?” Google is transitioning their support model to “Customer Care Portfolio” for their Google Cloud support.
But, what about Google Workspace support?
Google still offers free Standard support for administrators. But there is a “but”. This kind of support has various limitations that may not fit with all customers’ needs. For example, the response time, availability and commitment of the Google Workspace Standard Support is 4 hours for a P1 Support case, and there is no SLO nor SLA for queries/issues with lower priorities.
For organisations that need rapid critical-incident response, greater flexibility, and more specialised features Google offers additional paid Support levels.
The Google Workspace Support offerings include:
- Google Workspace Enhanced Support
- Google Workspace Premium Support
The new support offerings by Google changes to provide faster response times and advanced services as Google Workspace customers’ requirements expand, but (yes, there is another “but”) they’re also more expensive.
You can get a full overview of the new Google Workspace Customer Care Portfolio offerings and prices here.
Introducing Devoteam Google Workspace Support
Being a premier and strategic Managed Services Provider (MSP) of Google Cloud Services, with over 2,600 customers across EMEA, Devoteam is pleased to announce that as part of our MSP offering we’re launching the ‘Devoteam Google Workspace Support’ packages to help Workspace customers along their journey.
Get full peace of mind for your Google Workspace Suite with Devoteam Standard and Enhanced support packages.
As a trusted Google Cloud partner, and awarded with the Google Cloud ‘Work Transformation Enterprise’ Specialization badge, Devoteam aims to provide organisations with the most cost-optimal Google Workspace support. In addition to cost optimisation, working with a Google Cloud partner has additional benefits in terms of service and added value for your business. Discover more here.
Devoteam’s Google Workspace Support packages
You can choose from two support packages in Devoteam’s Google Workspace Support offering, which are called ‘Standard’ and ‘Enhanced’. Devoteam enables you to combine either of these options with the Managed Services Provider (MSP) Support offering. Find out what each support package includes below.
Standard Support: 8/5 Support with 90 min P1 response
The Standard Support service includes:
- The following features are included in Standard support:
- Communication will be done through the ticketing tool.
- Qualified and certified staff in Google Workspace.
- Support in Spanish, French and English (support in the local language can be arranged if required).
- 8×5 opening hours:
- Monday to Friday from 9:00 a.m. to 6:00 p.m.
- Madrid capital holidays are excluded.
- *Optional: local Technical Account Manager (TAM)
Enhanced Support: 24/7 Support with 60 min P1 response
The Enhanced Support service includes:
- Communication through the ticketing tool.
- Qualified and certified staff in Google Workspace.
- Support in Spanish, French and English (support in the local language can be arranged if required).
- 24×7 opening hours:
- L1 Support: 24×7
- L2 & L3 Support: Monday to Friday – 9:00 a.m. to 6:00 p.m. (CET)
- Madrid capital holidays:
- L1 Support
- L2 & L3 Support excluded
- *Optional: local Technical Account Manager (TAM)
MSP Support (additional feature that can be combined with Standard or Enhanced Support)
Devoteam performs the following support actions on the admin Google Workspace console:
- Registration, cancellation and modification of users and groups.
- Management of application services.
- Domain management.
- Security.
- Reports and device administration.
The following features are included in the MSP Support service:
- Communication will be done through the ticketing tool.
- Qualified and certified staff in Google Workspace.
- Support in Spanish, French and English.
As a Google Workspace customer, you have different options to access the most optimal Google Workspace Support for your organisation. To gain direct support from the Google Workspace team, log into the Customer Care Portfolio. In comparison, leverage cost-efficient Google Workspace support with Devoteam. With a deep understanding of the Google Workspace environment and your business’s needs, Devoteam will provide you with integrated, effective support.
Do you want to find out more information about which Google Workspace Support offering is the most suitable for your business? Get in touch with Devoteam’s Google Workspace experts!