Google Workspace Support

Yes, and it is genuinely competent for platform faults — if something is broken in Google's service, they are the only ones who can fix it. The limits are practical rather than a criticism. They start from nothing each time, so you explain your domain, structure and history at the beginning of every conversation. They will tell you what a setting does but not which one your business should use. A case usually has to come from an administrator, so if your only admin is on leave, so is your support. And anything that is not Google's fault — a recipient's spam filter, your registrar's DNS — is out of scope, which is where a good share of real problems live.

Support is what you call when something is wrong: mail not delivering, a user locked out, access to a Shared Drive broken, a departed employee's files needing recovery. Administration is the ongoing work that keeps those things from happening — provisioning starters, removing leavers, keeping groups and aliases current, reviewing the licence count, storage and policy housekeeping. Most organisations need some of both, and the mix depends on whether you have anyone internal who owns this.

We agree it in writing as part of the engagement rather than publishing a number that would mean nothing without context. What is realistic depends on your user count, the hours you genuinely operate and how critical mail is to your trading. What we will commit to on this page is the honest scope: we work Indian Standard Time, in your own working day, and we would rather agree what counts as urgent for your business than apply a generic priority matrix.

Yes. Where we are taking over a tenant somebody else configured, the first piece of work is usually documenting what is actually in place — organisational units, groups, admin roles, sharing policy, what the DNS looks like. That often turns up things worth fixing, and it means that when something breaks later we are not diagnosing your setup and the problem at the same time.

Anyone you nominate. This is a practical difference from raising a case with Google, where support generally has to come from a Workspace administrator. We hold the relationship, so a staff member who cannot send mail can reach us directly rather than waiting for whoever holds the admin account to be free.

Yes, and it is one of the more common requests. It is rarely a Google fault — usually the recipient's filtering, a DMARC policy that tightened at their end, or a reputation problem at an intermediary. Diagnosing it means reading message headers and delivery logs, which is quick if you know what you are looking at. Strictly it is not a Google Workspace problem at all, which is exactly why a platform support queue is not much use for it.

Usually, yes, provided the account has not been deleted — there is a window after deletion during which data can still be restored, and it is shorter than people assume. If the account is suspended rather than deleted, the position is much better. The real answer is that this should not be a recovery job at all: organisational files belong in Shared Drives owned by the company, and we will raise that as part of fixing the immediate problem.

Only what you want us to keep. The super-admin accounts are yours throughout and always have been. Some clients grant us a delegated admin role so we can act quickly, some grant access only when there is something to do, and some keep everything in-house and use us for advice. All three arrangements work; the first is simply faster when something is wrong.

Ongoing support is scoped and quoted separately from licences, so you can see what each part costs rather than finding it folded into a rate. What is included in every engagement regardless is that we do not charge you to explain your own setup back to us — the context is ours to maintain, not yours to re-supply.