Netpremacy Premium G Suite & Google Cloud Reseller Support Services
Netpremacy offers an enhanced Google support service with direct access to Google Cloud, G Suite and SaaS accredited specialists. Certified to provide Customer Success Services approved by Google. As a GSuite Premier Partner we have direct access to Google technical and implementation staff to escalate any critical issues.
Features
- Break-Fix Support
- Google Cloud Support
- Google Products End User and/or Admin Support
- Prioritised Response Times and Customer Processes Embedded
- Enhanced Remote Support
- Support team with security clearance national vetting (SC) in place
- Operational Advice and Assistance
- Proactive account management and Service Reviews
- 24x7 Cover Available
- Product Roadmap, Security and Innovation Workshop sessions (CSS)
Benefits
- Provides highest level of operational support
- Our Customer Success Service is approved by Google
- Direct escalation path to Google engineers when required
- Vendor support statistics for solution adoption and additional diagnostics
- Technical administration support
- Complete outsourced support service
- Support team with security clearance national vetting (SC) if required
- Dedicated Technical Account Manager (TAM) service available (Optional Extra Cost)
Pricing
£495 a unit a year
Service documents
Request an accessible format
Framework
G-Cloud 10
Service ID
9 3 4 4 6 2 1 3 7 8 2 0 0 8 9
Contact
Netpremacy Limited
Andrew Eden
Telephone: 0113 366 2008
Email: aeden@netpremacy.com
Planning
- Planning service
- Yes
- How the planning service works
-
Netpremacy has built a strategic delivery model around meeting our customer's imperatives. This model is collaborative and capable of delivering high-quality, high-value cloud solution deployments. Services includes strategic advice, readiness assessment, planning, business analysis, technical consultancy, project management and SaaS related integration services (SIAM).
See Netpremacy Cloud Deployment Services listing for more information - Planning service works with specific services
- Yes
- Hosting or software services the planning service works with
-
- GCP
- G-Suite
- RingCentral
- Zendesk
- Lumapps
- AODocs
- G Suite Basic, Business and Enterprise (including Google Vault)
- Google Chrome Management & MDM
- Maps
- G Suite Marketplace Applications (Smartsheet, LucidChart/Press, etc.)
Training
- Training service provided
- Yes
- How the training service works
- Remote or onsite training service. Provision of all training materials, ability to customise content according to customer requirements. Short video content creation and access to existing libraries of short training videos. eLearning portal customised for each customer and provided free of charge as part of your engagement with Netpremacy. See separate listing - Netpremacy Training Services for more details
- Training is tied to specific services
- Yes
- Services the training service works with
-
- G-Suite
- Google Cloud Platform GCP
- Zendesk
- RingCentral
- Lumapps
- AODocs
- Maps
- Chrome
Setup and migration
- Setup or migration service available
- Yes
- How the setup or migration service works
- Netpremacy has been a G Suite Premier Partner working with public sector since the inception of the UK program. We are used to setting up G Suite to work with some of the most stringent security requirements and configure in accordance with the NCSC guidelines for G Suite, providing full documentation of your configuration. Netpremacy technical deployment team have also worked with all of the available G Suite migration tools, including the native GSMME, DMS, AppBridge and so on. We typically provide on premise set up and configuration with your team ready to deliver the required data migration or can offer an offsite, fully managed data migration service if preferred. Data migrations typically include, mail, calendar, contacts and fileshare data including SharePoint and other on premise repositories. In addition we have worked on numerous G Suite to G Suite domain migrations where customers have integrated additional business services. Our service is very much tailored to meet each customer's individual needs and our preference is to leave your team with the residual skills they will need in-house to take the solution forward. We also offer Active Directory, Password and/or SSO advice and related services to integrate your various cloud directory services.
- Setup or migration service is for specific cloud services
- Yes
- List of supported services
-
- G Suite Basic, Business and Enterprise (including Google Vault)
- Google Cloud Platform (GCP)
- AODocs Enterprise Folders and Document Management (DMS)
- Zendesk
- RingCentral
- LumApps
Quality assurance and performance testing
- Quality assurance and performance testing service
- Yes
- How the quality assurance and performance testing works
-
How the quality assurance and performance testing works
We work with customers to advise on the best configurations of the chosen cloud based solutions we supply. This will often include bench-marking the solution for performance and quality assuring the implementation and configuration in accordance with recognised best practice guidance such as from NCSC and in accordance with the vendors own recommendations.
Security testing
- Security services
- Yes
- Security services type
-
- Security strategy
- Security risk management
- Security design
- Security incident management
- Security audit services
- Other
- Other security services
-
- Configuration of G-Suite in accordance with NCSC principles
- Configuration of GCP in accordance with NCSC principles
- Existing customer GSuite security healthchecks
- National Cyber Security Centre cloud principles
Ongoing support
- Ongoing support service
- Yes
- Types of service supported
-
- Buyer hosting or software
- Hosting or software provided by your organisation
- Hosting or software provided by a third-party organisation
- How the support service works
-
Netpremacy has an in-house dedicated helpdesk service providing enhanced reseller support services for the solutions we provide to our customers. This is most typically technical to technical team (second or third line support) but we also provide end user support for one Public Sector customer which includes and entire outsourced administration service for their G Suite service.
Support options available from Netpremacy include Standard (UK office hours), Premium (UK office hours and out of hours/weekend support) and also CSS (Customer Success Services). CSS includes at least quarterly onsite visit, regular monthly service reviews and statistics, vendor roadmap sessions and enhanced innovation services to ensure our customers are getting proactive ongoing advice on how to maximise their investment in the cloud service being supported.
Service scope
- Service constraints
- None that we are aware of.
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
- Netpremacy will provide access to our online support portal and phone support for customers on an as contracted basis. Logged P1 Priority support requests are responded to with a target initial response time of one hour and are responded to 24 x 7. Logged P2, P3, and P4 Priority support requests submitted via the staffed Helpdesk or support portal are responded to with an initial target response time of 1 business day or less. All Priority support requests received via phone will be responded to directly by Netpremacy Support Personnel. Priorities are defined in the relevant support agreement per service.
- User can manage status and priority of support tickets
- Yes
- Online ticketing support accessibility
- WCAG 2.0 AAA
- Phone support
- Yes
- Phone support availability
- 24 hours, 7 days a week
- Web chat support
- No
- Support levels
-
Standard Support - UK Office Hours - Rates provided in the Pricing Document attached.
Premium Support - UK Office Hours & Out Of Hours - Rates provided in the Pricing Doc.
CSS - G Suite enhanced service, 24x7x365 - Rates provided in the Pricing Document
Resellers
- Supplier type
- Reseller providing extra features and support
- Organisation whose services are being resold
- Google G Suite & GCP, AODocs, Zendesk, RingCentral
Staff security
- Staff security clearance
- Other security clearance
- Government security clearance
- Up to Security Clearance (SC)
Pricing
- Price
- £495 a unit a year
- Discount for educational organisations
- No