The following description of the Ancoris Google Services Technical Support Plan (the "Support Plan") applies to technical support services provided by Ancoris Limited ("Ancoris") to you ("Customer") for assistance in administering either Google Apps for Business or Google Apps for Education ("Google Apps") and/or Google Message Security, Google Message Discovery or Google Message Encryption ("Google Postini Services") collectively "Google Services" following execution by Customer of order, contract or Services Schedule with Ancoris subject to Ancoris Terms and Conditions of Sale (the "Agreement").

1. Definition of Service Elements

Break-Fix Support: Provision of support in reporting identified bugs and errors to Google and  the logging of "Service Unavailable" faults and other faults in Google Services with Google.

Google Products Support: Provision of support on core Google products defined as “Google Services” above.

Infrastructure Support: Provision of support on the interface and interaction of core Google products within your environment, including their interface with non Google products (including Active Directory, BES and other mail servers)

Accelerated Remote Support: Use of remote support techniques (eg Webex, remote log in) to accelerate provision of support and resolution of cases.

Operational Advice and Consultancy: Provision of support and best practice advice on problems related to Google Services, including liaising with Google on customers behalf, (under the terms of the Google Apps Technical Support Services Guidelines) and providing commercially reasonable advice and support on common administration tasks or best practices for administering Google Services including:

• Support and advice regarding Administrator use of the Control Panel: dashboard, users and groups, domain settings, advanced tools, service settings
• Support and advice regarding managing services by Administrators: email routing and gateway options in Google Postini Services, catchall's, white/blacklists, mail delivery options, dual delivery (Google Apps side), domain shared contacts, integration of Google Postini Services and Google Apps, Message Security for Google Apps, Calendar sharing options for administrators, Docs sharing options for administrators, Sites options for administrators
• Logging of feature requests with Google for inclusion in future releases.

7x24 Cover: Provision of email and web based communications mechanisms to allow customer to report issues 7x24. Provision of telephone based support during Ancoris normal working hours. Provision of telephone based support for P1 and P2 priority cases 7x24. Ancoris will aim to respond to P1 calls within 1 hour, provided the call is raised by phone.

Prioritised Response Times: Ancoris will aim to respond to cases with an appropriate trained member of staff within the following timescales:

• P1 - 1 hr response, 7x24, provided call raised by phone
• P2 - 2 hr response, 7x24, provided call raised by phone
• P3 - 4 hr response, during Ancoris normal working hours
• P4 - 4 hr response, during Ancoris normal working hours
• P5 - 4 hr response, during Ancoris normal working hours

Proactive account management: Provision of up to 1 day per quarter of consultant support (upon customer request)  to advise and assist customer on Google products and their deployment in the customer’s environment. Unused days are not carried forward into future quarters.

Service Reviews: Quarterly review with customer of service provided and discussion of any resultant action items

Escalation Assistance: Ancoris will assign an Escalation Manager to work with the customer to define a suitable escalation plan for critical issues.

2. Summary of the support provided

The Agreement lists the Support Level provided to the customer and which Google services are covered for technical support (e.g. Google Apps for Business, Google Message Discovery etc..). The “Basic Support” level includes Break Fix Support, 7x24 Cover and Google Products Support only. The table below defines which Service Elements are included in each enhanced Support Level:

	SUPPORT LEVEL
SERVICE ELEMENTS	Essential Support	Enterprise Support
Break Fix Support
7 x 24 Cover
Google Products Support
Infrastructure Support
Prioritised Response Times
Accelerated Remote Support
Escalation Assistance
Operational Advice and Consultancy
Proactive Account Management
Service Reviews

3. To whom is technical support provided?

i. Access to Ancoris Google Services 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.

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 the such integrations may be provided for a specified period by Ancoris if included as part of an Ancoris Deployment service and defined in a statement of work .

5. 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 logging into the Ancoris support portal or 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.

6. Categorisation of Support Cases and Acknowledgements:

After discussion with the customer, Ancoris Support Specialists will categorise case priorities as below. Ancoris' categorisation is binding on the Customer. Customer acknowledges that the service is operated by Google and Ancoris may not be able to provide answers or resolve all support Requests.

P1 - "Service Unusable/Mission Critical" is a Case which describes a Google server error that prevents one or more users from accessing a Google Services online service.  Ancoris will escalate such cases to Google support directly as per the Google Apps Technical Support Services Guidelines

P2 - "Severe Disruption" is any Case related to the failure of the normal functionality of the Google Apps service which is causing severe operating problems for the Customer’s business and/or interfering with normal use of the service for multiple users.

P3 - "Standard" is any Case which is causing medium impact to users and where Service Use is Partially Impaired and is not categorised as P1, P2, P4 or P5.

P4 - "Non-Critical" is any Case related to occasional software or managed service failures/problems that can be overcome without undue difficulty or disruption to the Customer’s business operations.

P5 - "Information or Feature Request" is a Case which is considered by Ancoris in its sole discretion to be a request for new functionality in Google Apps or information which should be logged as part of our customer records. 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.

Priority Project - "Professional Services Request"  covers Cases raised which 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.

7. Other definitions:

"Customer Administrators" means customer contacts who are designated "Administrators" for the client domain(s) in the customer's Google Apps Administrative Console or Google Postini Administrator Console. Customers may nominate up to four such administrators to be eligible to raise Cases.

"Ancoris Support Specialists" mean the Ancoris representatives responsible for handling technical support requests.

"Case" is a single incident of a request to Ancoris from a Customer Administrator for support.

"Activation Services” or “Deployment Services" are billable services provided by Ancoris to assist with initial configuration or deployment of the Google Services environment either on a time and materials basis and/or subject to a statement of work and do not form part of this Support Plan.

“Ancoris normal working hours” means -0900 to 1730 UK time, Monday to Friday excluding Bank Holidays.

8. Other terms:

i. Customer must hold a current subscription and agreement with Google for the specified Google Services. Customer acknowledges that the Google Services are operated 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 Services are provided to the customer under the terms of the Google Terms of Service between Google and Customer.

ii. Update to Support Plan: Ancoris may update this service definition from time to time without notice. This web page remains the authoritative service definition.

iii. 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.

iv. Scheduled Maintenance: Google may perform Scheduled Maintenance on the Google Services periodically. During Scheduled Maintenance, portions of the solution may be unavailable for use. Google may provide advance notice of such Scheduled Maintenance through the Administrative Console and/or e-mail directly to Customer Administrators.

v. Customers previously on “Standard” and “Premium” Support Plan will be provided with the support at the “Essential” Support Level until expiry of the current term.

Updated: February 1st 2012