We offer various levels of support packages depending on your needs.
Get support features such as 24/7 coverage, phone support and access to a technical account manager.
We provide all of our customers with Bronze support giving you access to online documentation, community forums, and billing support.
If you want direct access to our support team for questions related to service functionality, best practice architectures, and service errors.
If you want 24x7 phone support, more rapid target initial response times and consultation on application development, and architecture for your specific use case.
If you want the most comprehensive, personal and customized support we offer. Includes everything in Gold support as well as direct access to the Technical Account Management team.
| Features | Bronze | Silver | Gold | Platinum |
|---|---|---|---|---|
| Support Help Center | yes | yes | yes | yes |
| Documentation, White Papers, Best Practices Guides | yes | yes | yes | yes |
| Community Forums | yes | yes | yes | yes |
| Billing Support | yes | yes | yes | yes |
| Architecture Support | Best Practice | Use-Case Specific | Use-Case Specific | |
| Target Initial Response Time for P1 Issues | 4 business hours | 1 hour | 1 hour | |
| Individuals with log-in access to Google for Work Support Center | 2 | 5 | Unlimited | |
| Break/Fix Tickets1 | yes | yes | yes | |
| Consultative Tickets2 | yes | yes | ||
| 24x7 Support | yes | yes | ||
| Phone Support | yes | yes | ||
| Access to the Technical Account Management team | yes | |||
| Pricing | Free | $150/month Buy Now | Starts at $400/month Buy Now | Contact for Pricing |
| Buy Now | Buy Now | Buy Now |
The monthly support fee for the Gold package is the greater of $400 or the amount calculated from the following fee schedule.
| Monthly Support Fee Percentage | Product Usage |
|---|---|
| 9% of product usage fees between | $0 - $10,000 |
| + 7% of product usage fees between | $10,001 - $50,000 |
| + 5% of product usage fees between | $50,001 - $200,000 |
| + 3% of product usage fees of | $200,001 and over |
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