The following description of the Ancoris Google Apps Technical Support Plan (the "Support Plan") applies to technical support services provided by Ancoris Limited ("Ancoris") to you ("Customer") for assistance in administering Google Apps Premier and Education Editions ("Google Apps") following execution by Customer of order on/contract with Ancoris subject to Ancoris Terms and Conditions of Sale (the "Agreement").
1. Summary of the support provided
i. The Support Plan provides support and assistance, by telephone, web-conference and email only, to Customer Administrators for both:
- problems related to Google Apps services, including liaising with Google on customers behalf, under the terms of the Google Apps Technical Support Guidelines.
- advice and support on common administration tasks or best practices for administering Google Apps
ii. Customer must hold a current subscription and agreement with Google for Google Apps. Customer acknowledges that Google Apps is provided by Google Inc and Ancoris is not responsible for the operation of Google Apps, nor for providing any changes to functionality, software or service updates or fixes. Google Apps is provided to the customer under the terms of a separate agreement between Google and Customer.
iii. Update to Support Plan: Ancoris may update this service definition from time to time without notice. This web page remains the authoritative service definition.
iv. Term of Support: The support services provided by Ancoris pursuant to the Support Plan shall be limited to the term of the Agreement entered into by Customer and Ancoris. Ancoris shall have no obligation to provide any support services to Customer after the expiration or termination of such Agreement.
v. Scheduled Maintenance: Google will perform Scheduled Maintenance on Google Apps periodically. During Scheduled Maintenance, portions of the solution will be unavailable for use. Google will provide advance notice of such Scheduled Maintenance through the Administrative Console and/or e-mail directly to Customer Administrators.
2. Who is it provided to?
i.Access to Ancoris Google Apps Support Plan is limited to Customer Administrators only. Up to 4 named contacts may be provided to Ancoris who will be eligible to receive support.
ii.No support is provided directly to Customer End-Users under the Support Plan. Customer Administrators are responsible for providing support to Customer End-Users. They may also find useful information in the Google Apps Help Center and may consider subscribing for training or the Cloud Skills Academy.
3. What is included?
Technical Support for the following Google Apps admin functions is included in the Support Plan:
i. Support and advice regarding Administrator use of the Control Panel: dashboard, users and groups, domain settings, advanced tools, service settings
ii. Support and advice regarding Managing services by Administrators: Email routing and gateway, catchall's, white/blacklists, mail delivery options, dual delivery (Google Apps side), domain shared contacts, Message Security for Google Apps, Calendar sharing options for administrators, Docs sharing options for administrators, Sites options for administrators
iii. Logging of faults in Google Apps applications with Google. Ancoris can log suspected faults in Google Apps applications and provide workarounds if known.
iv. Logging of "Service Unavailable" faults with Google.
v. Logging of feature requests with Google for inclusion in future releases.
4. What is not included?
Queries in the following areas are out of scope of the Support Plan:
i. Activation Basics: signing-up, logging in, verifying domain ownership, setting up email delivery. Customers may consider contracting for Ancoris Activation or Deployment services.
ii. Questions related to normal End-User functionality in Docs, Sites, Video, Email, Chat. However Customers may consider subscribing for Ancoris Cloud Skills training services or the Cloud Skills Academy to support their End-Users.
iii. Integration with third party applications or other services, integration with the Customer's in-house environment (e.g. single-sign on, Email migration, historical email data migration, etc.) unless previously implemented by Ancoris as part of a Google Apps activation or deployment service.
** Support for these areas may be provided for a specified period by Ancoris if included as part of an Ancoris Deployment service** .
5. When is support available?
Support is provided from Monday through Friday 0900 to 1730 GMT/BST.
Extended hours support is available by arrangement.
6. Raising an Ancoris Google Apps Support Case ("Case"):
i. Firstly Customer Administrators should make reasonable efforts to see if the answer to a query may be found in the Google Apps Knowledge Base.
ii. In the event that support is still required Customer Administrators may request technical support by raising a support case by:
- Sending an email to: support@ancoris.com from a Customer Administrator email address with a subject which is descriptive of the problem or question.
- Please include the product and any diagnostic information in your email including network information, the domain affected.
- This will raise a case for you and provide you with a Support Case reference number.
iii. You may be requested to provide additional information by email from the allocated Support Specialist.
iv.You may telephone 0845 2626750 once you have raised the case by email and have received a Case reference number.
7. Categorisation of Support Cases and Acknowledgements:
Ancoris Support Specialists will categorise support cases as: "Standard Support", "Feature Request", "Service Unusable", "Professional Services Request". Ancoris' categorisation is binding on the Customer.
i. "Standard Support Request" is any Case which is related to the topics which are "What is included?" section in the Support plan (sections 3 i, ii and iii) described above. Ancoris will provide commercially reasonable assistance to Customer Administrators to resolve the query and will log fault requests with Google on behalf of Customer if necessary. Customer acknowledges that Ancoris may not be able to provide answers or resolve all Standard Support Requests.
ii. "Feature Request" is a Case which is considered by Ancoris in its sole discretion to be a request for new functionality in Google Apps. Ancoris will log a new feature request for consideration by Google for a future release. Customer acknowledges that Google will solely decide when or if to release new functionality.
iii. "Service Unusable" is a Case which describes a Google server error that prevents one or more users from accessing a Google Apps online service. Ancoris will escalate such cases to Google support directly as per the Google Apps Technical Support Guidelines.
iv. "Professional Services Request" covers Cases which are not a "Standard Support Request", "Feature Request" or "Service Unusable". i.e. are not related to the topics which are "3. What is included?" and hence are outside of the scope of the Support Plan. In these cases Ancoris will advise Customer Administrator's accordingly and, if required, will arrange for a quotation and/or Statement of Work to be raised for the customer.
8. Other definitions:
i. "Customer Administrators" means customer contacts who are designated "Administrators" for the client domain(s) in the customer's Google Apps Administrative Console. Customers may nominate up to four such administrators to be eligible to raise Cases.
ii. "Ancoris Support Specialists mean the Ancoris representatives responsible for handling technical support requests.
iii. "Case" is a single incident of a request to Ancoris from a Customer Administrator for support.
iv. "Ancoris Activation or Deployment Services" are billable services provided by Ancoris to assist with initial configuration of the Google Apps environment or email migration. These are fuller described on this link.
Google Apps Support Plan