What’s changing
As part of our effort to tailor offerings to meet distinct customer needs, we’re expanding our
Customer Care portfolio to include a new level of service: Enhanced Support. Designed for customers who need fast, advanced, and complete support, it offers accelerated response times, advanced product knowledge and Third-Party Technology Support. Enhanced Support is included with Enterprise Essentials, Enterprise Standard, and Enterprise Plus editions.
Customers can
contact sales for more details on purchasing Enhanced Support separately.
Who’s impacted Admins
Why you’d use it Enhanced Support offers:
An accelerated Support experience, available 24/7. For Priority 1 cases, customers can expect a first meaningful response within one hour; for Priority 2 cases, they can expect a response in four hours. Intelligent triaging. This ensures that cases are routed directly to technical experts who have advanced product knowledge and training, as well as additional tools to provide complete support. Third-Party Technology Support: Enhanced Support can help customers leverage the many third-party integrations available on Google Workspace. This includes, assistance with application set-up, configuration, and troubleshooting. Additional details There are now three levels of service available to customers. Each has a different combination of speed and services based on business needs:
Standard Support : Included with Business Starter, Business Standard, and Business Plus editions, Standard Support offers 24/7 technical support, with a four-hour response time for the highest priority cases. Enhanced Support : Our new offering, Enhanced Support comes with faster support (a one-hour response time), intelligent triaging, and Third-Party Technology Support. Premium Support : Launched earlier this year, Premium Support offers the fastest response time, 15 minutes for P1 cases, a named Technical Account Manager, and additional support functions.
Coming in 2021, a support API will be available for Enhanced and Premium Support customers. With the API, you’ll be able to create and manage support cases on a single platform. Stay tuned to the
Google Workspace Updates blog for information when this launches.
Getting started Included with Enterprise Essentials, Enterprise Standard, and Enterprise Plus editions Available as an upgrade for Business Standard and Business Plus editions Resources
