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SLA for Google Workspace Support Cases

Below are the SLA (Service Level Agreements) we have in place with Google Workspace customers who have their subscriptions through Telana as their Google Partner. This is the time we have imposed to give our customers the first response as part of their contractual support agreement with us and are in line with Google’s own SLA.

By Default, all cases raised on the support portal, email or telephone are logged as medium priority cases.

Priority Purpose 1st Response SLA Next Response Target Resolution Target
Urgent
  • Critical service issue affecting all users
  • Service unavailable with no workaround
  • Also includes time-sensitive requests

Example: Widespread email delays affecting the majority of emails being sent and/or received

 1 hour 3 hours 2 days
High
  • Issue impacting a single user or collaboration among users
  • System Performance issue that is affecting some users but not all users
  • Product doesn’t work as expected with no workaround or a short-term workaround is available, but not scalable
  • Issues related to the failure of the normal functionality of the Google Services online service which is causing severe operating problems for the Customers business and/or interfering with normal use of the service for multiple users.

Example: A single user is unable to access her email and is receiving a 500 error page

 2 hours 1 day 4 days
Medium
  • Product doesn’t work but there is an easy workaround
  • User or Users affected but still function
  • Inquiry regarding a routine technical issue
  • Information requested on application capabilities, navigation, installation or configuration

Example: Unable to delete a group forum post using the delete button but the message can be deleted with some URL manipulation

Default priority for tickets logged via email

 4 hours 1 day 10 days
Low
  • Product doesn’t work as desired, but function
  • Non-Critical issues related to occasional software or managed service failures/problems that can be overcome without undue difficulty or disruption to the Customer’s business operations.
  • Feature Request

Example: A user is not able to easily add new words to the spell check dictionary

 4 hours 2 days 10 days

Note:

– Times are during business hours
– Times are calculated for Statues where the SLA timer is on. Where the SLA timer is off, the countdown is paused.