Starting June 1st, we will be introducing an update to our customer support offering. This change is intended to ensure we can continue providing reliable, high-quality support as demand increases and service expectations evolve.
What’s Changing
For customers with fewer than 100 users, a $100 USD monthly support fee will be applied. This charge will first appear on your July invoice, covering support services provided in June.
For organizations with more than 100 users, pricing will be customized based on your needs. Please contact our sales team to discuss a plan tailored to your environment. Please note that some SKUs and accounts already include support at no additional cost. If your account falls into this category, you will not be charged the monthly support fee.
Why This Change
Recent changes across the Google ecosystem, including reductions in phone based support for certain Google Workspace editions, have shifted how support is delivered.
Rather than reducing our level of service, we are using this transition to reinforce and formalize our support model so we can continue meeting customer expectations in a consistent and scalable way.
What You Can Expect
More Hands on Deck
We’ve expanded our support team, including additional off-hours resources, to better manage increased ticket volume and ensure broader coverage.
Faster Resolution Times
Our ticketing system has been enhanced to prioritize efficiency, helping resolve issues more quickly and reduce downtime.
Specialized Expertise
You’ll continue working with the same dedicated, human-first team, focused on resolving complex and nuanced challenges that often go beyond standard support.
A Note from Our Head of Support
Learn More
We’ve also launched a newly updated support page with the latest information about our plans, processes, and service expectations.
Our Commitment
We remain committed to being a long-term partner for your Google Workspace environment. This update is intended to ensure we can continue delivering consistent, high-quality, and responsive support as your needs evolve.
If you have any questions or would like to discuss your support plan, please contact us at [email protected]. A member of our team will be happy to connect and find time to walk through your options.
