Netpremacy Limited

Netpremacy Premium Google Workspace Reseller Support Services

Netpremacy offers an enhanced Google support service with direct access to Google Cloud, Google Workspace and SaaS accredited specialists. Certified to provide Customer Success Services approved by Google. As a Google Workspace Premier Partner we have direct access to Google technical and implementation staff to escalate any critical issues.

Features

  • Google Workspace (formerly G Suite) Technical Support Service (TSS)
  • Google Workspace (formerly GSuite) Customer Success Services (CSS)
  • Google Workspace End User and/or Technical Admin Support
  • Prioritised Response Times and Customer Processes Embedded
  • Enhanced Remote Support (TSS) and Bi Weekly Operations Calls (CSS)
  • Support team with security clearance national vetting (SC) in place
  • Proactive Operational Advice and Assistance (CSS)
  • Proactive account management and Service Reviews
  • 24x7 Cover Available
  • Product Roadmap, Security Healthcheck and Campaign Workshop sessions (CSS)

Benefits

  • Provides highest level of technical 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

Framework

G-Cloud 12

Service ID

3 8 5 8 1 4 5 0 8 2 1 9 4 5 2

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, GMS, BitTitan 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
SLA Dependent
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
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

Service documents