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 actual Google Workspace Support has 3 offerings:
- Google Workspace Standard Support
- 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 2600 customers across EMEA, we are pleased to announce that as part of our MSP offering we’re launching the Devoteam Google Workspace Support packages to help our customers during their journey.
Devoteam committed Workspace customers are entitled to our free Devoteam Foundation Support.
Get full peace of mind for your Google Workspace Suite with Devoteam Standard and Enhanced support packages, and even more peace of mind for your critical services running in production with Devoteam Premium package.
As a trusted Google Cloud partner, we’re always able to provide you with the most attractive offer for the most optimal support for your organisation. Besides cost optimisation, working with a Google Cloud partner has additional benefits in terms of service and added value for your business. Discover more here
The new Devoteam Google Workspace Support packages
You can choose from three support packages in Devoteam Workspace new Support offer:, Standard, Enhanced and Premium support. And combine any of these options with Managed Services and/or End user Support. Find out what each support package includes below.
Foundation Support: 8/5 Support with no SLA bound
- 8/5 Technical Support offers technical support for outages and defects, unexpected product behaviour and product usage questions*.
- SLA: no SLA
- Only available for committed customers
- Security Assessment, GWS Service Workshop, Newsletter, Webinar & Expert Blog posts,.
- Licence review: check you have the right licences for the right user mix
* Fair usage policy applies
Standard Support: 8/5 Support with 60 min P1 response
- 8/5 Technical Support offers unlimited technical support for outages and defects, unexpected product behaviour and product usage questions.
- SLA: Devoteam Standard Support is recommended to small to medium organisations.
4-hour response times for Priority 2 (P2) cases - Ticketing Management: Standard Support offers unlimited reactive ticketing management including escalations as we have a larger influence with Google’s support and engineering team from a partner relationship.
- Security Assessment, GWS Service Workshop, Newsletter, Webinar & Expert Blog posts,.
- Licence review: check you have the right licences for the right user mix
Enhanced Support: 24/7 Support with 30 min P1 response
- 24/7 Technical Support: Enhanced Support offers unlimited technical support for outages and defects, unexpected product behaviour and product usage questions.
- SLA: Devoteam Enhanced Support is recommended to medium and large organisations.
4-hour response times for Priority 2 (P2) cases
24/7 availability: Receive support 24 hours a day, 7 days a week (24/7) for P1 and P2 cases.
- Ticketing Management : Enhanced Support offers unlimited reactive ticketing management including escalations as we have a larger influence with Google’s support and engineering team from a partner relationship.
- Incident and problem management
- Quarterly reporting
- Unlimited escalations with Google
- Support language available: English, Spanish, French
- Security Assessment, GWS Service Workshop, Newsletter, Webinar & Expert Blog posts,.
- Licence review: check you have the right licences for the right user mix
Premium Support: 24/7 Support with 15 min P1 response and Devoteam TAM
- 24/7 Technical Support: Partner Premium Led Support offers unlimited technical support for outages and defects, unexpected product behaviour and product usage questions. Additionally you will benefit from Devoteam Technical Account Manager, Business Reviews and Optimization Services sessions.
- SLA: Partner Led Premium Support is recommended to medium and large organisations who want to benefit from TAM.
Response SLA: For Priority 1 (P1) support cases, receive the first meaningful response within 15 minutes.
24/7 availability: Receive support 24 hours a day, 7 days a week (24/7) for P1 and P2 cases.
- Ticketing Management: Premium Support offers unlimited reactive ticketing management including escalations as we have a larger influence with Google’s support and engineering team from a partner relationship.
- Incident and problem management
- Monthly reporting
- Unlimited escalations with Google
- Devoteam Technical Account Manager
- Support language available: English, Spanish, French and Italian (Italian only available for tickets raised 8/5 hours)
- Security Assessment, GWS Service Workshop, Newsletter, Webinar & Expert Blog posts,.
- Licence review: check you have the right licences for the right user mix
Devoteam MSP (additional feature that can be combined with Standard, Enhanced or Premium Support)
- MSP: This service offers unlimited requests for Google console modifications on our supported services.
- SLA: MSP is an additional feature that can be purchased to complement our support offerings. It is recommended for organisations who want to benefit from managed services.
2-hour response time. Requests with deadlines need to be sent 48 hours in advance.
- Ticketing Management: MSP offers unlimited request management.
- Unlimited administration requests
- 8/5 availability
- 2 hours response time
- Support language available: English, Spanish, French
- Named TAM per customer, with backup
Devoteam End User (additional feature that can be combined with Standard, Enhanced or Premium Support)
- END USER: This service offers unlimited technical support for outages and defects, unexpected product behaviour and product usage questions.
- SLA: End User is an additional feature that can be purchased to complement our support offerings. It could be added by organisations with up to 1000 users.
Response time depends on the main contracted support.
- Ticketing Management: End User offers unlimited reactive ticketing management including escalations as we have a larger influence with Google’s support and engineering team from a partner relationship.
- Unlimited administration requests
- 8/5 availability
- Incident and problem management
- Unlimited escalations with Google
- Support language available: English, Spanish, French
As a Google Workspace customer, you have different options to ensure you have access to the most optimal Google Workspace Support for your organisation. You can choose for Google workspace’s direct Support offer in their Customer Care Portfolio or for more cost efficient Support with Devoteam Google workspace’s new Support packages. Our team’s expertise, combined with a deep understanding of your environment and needs, help cover your Support needs in a more Effective way. Customer success services bundled with Support, will provide you with a comprehensive and integrated service with us.
Do you want to find out more about your support options within Google’s new support model and Devoteam’s new Support offer? Join us on Wednesday September 28th to explore all Workspace Support options available to your organisation.
What will you learn?
- The different support options available to you as a Workspace customer
- How the partner’s offering differentiates from free support
- Customer Success stories, why you would choose our support, the long term vision.
- What’s the added value of working with a Google Cloud partner?
Register here for this event.
When & where?
- Wednesday September 28th
- 12:30 – 13:00 CEST / 11:30 – 12:00 BST
- Online event – you’ll receive your personal link to join the event after registration
Need guidance to make sure you’re benefiting from the best support offer out there? Contact us!