Cloud applications generally require significantly less effort to maintain due to their lack of hardware and software infrastructure. However, there may be times your organization needs a little extra help with various administrative tasks like provisioning users, accessing important documents and implementing pivotal security policies.
The Cloud Sherpas Cloud Management Team strives to ensure every administrator is fully equipped to maximize the value of their organizations’ investments in Google’s Enterprise solutions. Cloud Sherpas’ extensive experience providing Google Apps support allows us to act as your trusted guide as your organization embarks on its journey to become a more agile business in the cloud.
Cloud Sherpas’ Cloud Management for Google Apps Support
As a Google Premier partner of customer support for Google Apps, Cloud Sherpas offers Standard, Silver and Platinum Support packages for Google Apps that provide you with heightened cloud management services. These offerings, which are designed to help you leverage the full value of Google Apps, satisfy diverse needs including break-fix support, advanced insight into Google’s ongoing innovation, advice around optimizing Google products for your business and more.
Cloud Sherpas’ Cloud Management Support Options
Standard Support for Google Apps. The Standard support services are the most basic of the Cloud Management Support packages Cloud Sherpas offers. Standard Support customers gain access to the Cloud Sherpas support portal (see tips and tricks, what’s new from Google and Cloud Sherpas, CIO and Customer forums and a script library), Google escalation services, admin phone support, case management and monitoring and 24/5 support.
Silver Support for Google Apps. Cloud Sherpas’ Silver Support for Google Apps package includes all of the benefits of the Standard package as well as more enhanced technical support and increased proactive account management. These additional benefits include 24/7 support for Priority 1 tickets, contracted SLA response times and prioritized responses to cases.
Platinum Support for Google Apps. Platinum Support, also known as Customer Success Services (CSS) for Google Apps, provides the highest level of support and ongoing consultation available. Cloud Sherpas is the only Google Enterprise partner that has been approved to provide CSS on three continents. Platinum customers have a Designated Customer Success Manager who is a seasoned expert on Google Apps and how enterprises best leverage them. Your Customer Success Manager will help you drive user adoption, manage new feature/service releases, assist with change management, and help you properly plan for how best to take advantage of all the Google Apps services to ensure you are getting the most out of your investment. In addition, Platinum Customers receive guaranteed faster support response times, regular operational meetings, quarterly service reviews, and access to Google’s Online Premium Customer Network Community, which consists of Google Road Map Presentations, access to the Google Trusted Tester Program, and more.
With Cloud Sherpas Standard, Silver and Platinum support packages for Google Apps, you gain access to a true, trusted Google Apps advisor that is uniquely positioned to improve your usage of Google technologies and maximize your return on investment in the Google cloud.
Cloud Sherpas’ Support Options
|FEATURE SERVICE||GOOGLE STANDARD||STANDARD||SILVER||PLATINUM|
|24/5 Support via Web, Email, and Phone||✓||✓||✓||✓|
|FlashPanel by BetterCloud||✓||✓||✓|
|Access to Keeping Up In The Cloud Online Community||✓||✓||✓|
|Monthly Videos, Newsletters and New Hire Training to keep you up-to-date||✓||✓||✓|
|Case Management and Escalation Assistance||✓||✓||✓|
|24×7 Support for Priority 1 tickets||✓||✓||✓|
|Contracted SLA response times||✓||✓|
|Prioritized Response to cases||✓||✓|
|Designated Premium Account Manager||✓|
|Faster SLA Response Times||✓|
|Access to Google’s Premium Customer Network:
|Regular Operational Meeting and Quarterly Reviews||✓|
|Price (per user/year)*||$0||$5||$10||$15|
|*Discounts available for customers who purchase licenses through Cloud Sherpas
**Minimum waived for Cloud Sherpas license customers