What is the scope of support for Google Workspace?
When you ask for support, what will SixFive provide?
What services are supported?
SixFive and Google can support your requests and use of any of the Google Workspace Services search for "Google Workspace Services" (this list changes periodically, and so we link to the official docs).
If you have a specific plan with extra features, then these also are within the scope of support, e.g. Google Vault.
Where your organisation uses Chromebooks with the appropriate license, and enrolled within Google Workspace we can help you with these, and provide desktop support.
How do I get support?
You can get support by:
- Logging in to My SixFive and creating a ticket https://my.sixfive.io/submitticket.php
- Using live chat on our website
- Calling us on 02 80065082
We will ask you to provide certain information based on your issue. To expedite your request, please follow the instructions on Providing Information for Support
Escalation
If we are unable to answer your question because the issue is deeper than the tools we have available, or you have found a genuine bug in the Google service, we will create a ticket with Google Enterprise support, and help you manage that interaction.
You may be copied to that ticket, and be required to provide more information.
Out of scope services
Where you have an issue with an item outside of the scope of support, we may provide support on a best-effort basis.
This means we may provide information that will help you along your way, so you can work to resolve the issue yourself. This will come in the form of an article or video written by SixFive, or from a third party that may help to solve your issue.
Outside of scope:
- Desktop and laptop computer support (i.e. Windows, Linux and Mac)
- Apps that connect to Google Workspace developed by a third party
- Plugins and extensions that interact with Google Workspace developed by a third party
- Google Chrome browser (it's a free product available to the entire world)
Exceptions:
- Google Drive - this is installed on your computer and brings Google Drive to your Finder / File Explorer on your desktop or laptop computer.
- Google Chrome profiles that use your Google Workspace account & bookmark sync
