How do resellers customers obtain support services? How does Google work with resellers to enable these services?
• The reseller program is structured such that resellers’ customers are encouraged to utilize the 24/7 online Admin Help Center and Admin Help Forum for immediate answers, and to contact resellers directly for first-level support services. This allows resellers to manage their customer relationships for billing, deployment, and support. • To help resellers provide excellent support services, Google provides the Google Apps Partner Portal with deployment training, product training, and program FAQs. Resellers can then contact the Google Apps support team for second-level support services as needed. • Additionally, resellers’ customers have the option to escalate technical issues regarding the Google Apps service to the Google Apps support team at their discretion. Note that Google does not provide direct support to end users within a customer’s organization, nor does Google provide support services for other parts of the end customer’s environment. These are both opportunities for the r
