- Google rebranded G-Suite to Workspace, clubbing its offerings together
- It adds the Enhanced Support with its offerings, provides 24×7 support
- The cases will be divided into Priority 1 (P1), Priority 2 (P2) cases
- Enhanced Support available as an add-on for Business Standard, Business Plus
Google recently rebranded its G-Suite to Google Workspace. This was done as an effort to bring together Gmail, Calendar, Drive, Docs, Sheets, Slides, and Meet, among others. Google Workspace head Javier Soltero explains it as an enhancement in collaborations within teams. The new user interface and integrated experience will improve the efficiency of the organization, especially during times like this. The integrated Gmail experience in the Workspace is already available for enterprise customers.
Google’s Enhanced Support
Google will also add a new level of Workspace ‘Enhanced Support’ in its offerings. It is designed for customers who will require fast, advanced, and complete support. It will offer accelerated response times, advanced product knowledge, and third-party tech support to its users. Google’s 24/7 support also supports a ‘meaningful response within an hour’ for Priority 1 cases. In the Priority 2 or P2 cases, support is available for 4 hours only.
Google uses Intelligent Triaging To make sure that the cases are routed to the appropriate tech experts. The third-party integrations will also help integrations, like application set-up, configuration, and troubleshooting. The ‘Enhanced Support’ is already a part of Google Workspace Enterprise Essentials, Enterprise Standard, and Enterprise Plus editions. It will be available as an add-on separately, although it is not included in the Business Standard. Similarly, Business Plus users can upgrade their Standard Support (four-hour response time for high-priority cases) to the ‘Enhanced Support.’
Google is still offering Premium Support with a 15-minute response time for P1 cases. It provides a Technical Account Manager and other capabilities like training and new product previews. They will also include the API support for creation and management on a single platform.
Recent Update of Google Workspace
Google had already been experimenting with an integrated experience for the past months. It merged Meet, Tasks, Drive, Sheets, Slides, and Docs with Gmail. Also, a picture-in-picture solution was provided. This feature allows users to make video calls directly from the Gmail application. With this move, Google is competing directly with its main contender Microsoft Office. It has made changes to its new Business Plan tier. These changes focus on enhanced security and device management.
Google’s pricing model is divided into three tiers. For small businesses, those under 300 users, Business Starter pack at the cost of $6 per user, Business Standard priced at $12 per user, and Business Plus costs $18 per user. For “teams and departments” that want to keep their current emails and calendar system separate, Essential Pack at $8 per user. It will include Google Meet, Drive, and Docs.