UPDATED 11:30 EST / NOVEMBER 14 2011

Google Offering 24×7 Support for Enterprise Business Customers

Google App Engine logoGoogle announced today at Atmosphere, the CIO summit, 24×7 support for their business customers.

Amit Singh announced the deal while promoting the Google success in the enterprise. Google’s mission is all about cloud, mobile, and social and they want to bring the mobile social cloud to all enterprises says Amit Singh.

Core areas for Google will center around the following:
• Devices
• Platform
• Apps
• Geo
• Search

For Google the core issue in the cloud will be on site (aka on premise) support and multi-tenancy.

From their release….

To improve the experience of our customers, we now provide 24 x 7 phone support to small, medium, and large Google Apps for Business customers for all issues affecting the core services. Our customers may also receive support through our web-based support portal, online help forms, and online help center. All support cases are handled directly by trained Google Apps experts.

A support metric that we’re especially passionate about is customer satisfaction. We measure customer satisfaction by asking for feedback on a seven point scale at the time we close a support case. As measured on this scale, 80% of our business customers and 90% of our large business customers indicate that they’re more than satisfied with their support experience. While we’re proud of these ratings, we want to do even better.


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