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Paid gsuite has live 24/7 phone support. I've used 5-6 times over 8 years and gotten 5-star service every single time. Haven't needed to call them in the past

Paid gsuite has live 24/7 phone support. I've used 5-6 times over 8 years and gotten 5-star service every single time. Haven't needed to call them in the past 18 mos. or so, however, and these things can change. I have gripes about aspects of gsuite itself, in particular how they've removed a few features that I used from the $5/user/mo tier. Had to move to $10 tier to keep email content filtering (ability to use regex to prevent accidental SSN or CC inclusion). The filtering setup is much easier to use now, but the old system worked well enough.

joecool1029 8y ago
>Paid gsuite has live 24/7 phone support. I've used 5-6 times over 8 years and gotten 5-star service every single time. I've been a reseller for most of the decade and I can honestly say in all the times we've called, we have never had a single issue corrected by support. We usually end up having to find workarounds for bugs. The last time was an autosuspension our panel(s - there are two versions now) would not let us un-suspend the client. This left him without email for a week, while support would only respond during the early AM hours, and would repeatedly ask us to prove identity, even though we were registered resellers with admin panel access. In all the years of working with different vendors, I honestly cannot think of a single one with a 0% success rate in their support.
- mjcl 8y ago
  Office 365 is pretty close to that, actually. You need Premier support to get anything useful. My favorite O365 support story is where first level support dicked around so long with a missing mailbox that by the time they escalated the ticket, their backup had been overwritten. Luckily it was a user’s archive mailbox and we still had their source PSTs, so not a lot was lost.
  - joecool1029 8y ago
    > Office 365 is pretty close to that, actually. You need Premier support to get anything useful. I haven't had too much experience with their service support, but their app support seemed decent. I was having an issue with S/MIME signatures not being parsed properly on Outlook iOS. Support chat seemed competent and knew what was happening (no support for S/MIME signatures yet).

joecool1029 8y ago

>Paid gsuite has live 24/7 phone support. I've used 5-6 times over 8 years and gotten 5-star service every single time. I've been a reseller for most of the decade and I can honestly say in all the times we've called, we have never had a single issue corrected by support. We usually end up having to find workarounds for bugs. The last time was an autosuspension our panel(s - there are two versions now) would not let us un-suspend the client. This left him without email for a week, while support would only respond during the early AM hours, and would repeatedly ask us to prove identity, even though we were registered resellers with admin panel access. In all the years of working with different vendors, I honestly cannot think of a single one with a 0% success rate in their support.

mjcl 8y ago
Office 365 is pretty close to that, actually. You need Premier support to get anything useful. My favorite O365 support story is where first level support dicked around so long with a missing mailbox that by the time they escalated the ticket, their backup had been overwritten. Luckily it was a user’s archive mailbox and we still had their source PSTs, so not a lot was lost.
- joecool1029 8y ago
  > Office 365 is pretty close to that, actually. You need Premier support to get anything useful. I haven't had too much experience with their service support, but their app support seemed decent. I was having an issue with S/MIME signatures not being parsed properly on Outlook iOS. Support chat seemed competent and knew what was happening (no support for S/MIME signatures yet).