Cloud Concierge Service

Cloud Concierge for G Suite

Our cloud concierge service is your end-to-end cloud management and support package. G Suite (Formerly Google for Work) is our primary product we support and we provide guaranteed support for any other services on our recommended list (coming soon) and best effort support for those that aren't.

Our service includes setting up, configuration or vetting cloud services for you and of course training and support where possible. If an issue arises we usually can resolve most of these ourselves but in the cases we can't, we'll call up their support on your behalf and get it fixed so you don't have to lift a finger.

For all our cloud management packages please see our website.

HOW IT WORKS

Client Project/Support Queue

When you sign up to our concierge service you are linked to your own workspace in Asana (You need to sign up with your work email address to get your free account). When you email a Job, Task or enquiry to help@shooshmonkey.com your email is automatically converted into a Job and assigned to be actioned.

All work is managed from your queue and any conversations should be had here too. You are free to invite up to 15 members of your team to use the support queue and if you require more, we can accommodate that for an added charge.

Robot Monkey (Coming Soon)

Our hope is to have our Google Assistant and Facebook Messenger bot answer most of your common questions and for everything else the work will be passed to your Asana queue. This is in development and more on this soon.

You can test out our limited bot here on our website or Facebook Messenger

SERVICE INCLUSIONS, SCOPE AND RESPONSE

PREFERRED CONTACTS

ASANA

Go to your Support queue

When you email help@shooshmonkey.com your request goes into your job queue. You can respond, comment and manage your work here. There is messaging facilities too.

Available: 24hrs

Response Time: Based on Package

EMAIL

help@shooshmonkey.com

Available: 24/7

Response Time: Based on Package


WEBSITE

shooshmonkey.com

Open up the chat icon on any page of our website to contact support

Available: Limited

Response Time: < 2HRS


OTHER CONTACTS + LINKS

SOCIAL MEDIA

Twitter: @shooshmonkey

Google+: +shooshmonkey

Available: 24/7

Response Time: < 24HRS

PHONE

0414242555

Available: b/h

Response Time: < 24HRS

REMOTE SUPPORT

CHROME REMOTE DESKTOP

TEAMVIEWER

Remote support covers anything that is directly related to your Google Apps service.

Available: Limited

Response Time: +/- 30mins of agreed time

INCLUDED SERVICES

G SUITE USER ADMINISTRATION

Setup, disable, delete, reset passwords, general support questions, device support that is related to G Suite.

AVAILABLE: Business Hours

RESPONSE TIME: Based on Package

G SUITE DOMAIN ADMINISTRATION

Setup Chrome Management policies**, apps, BYOD, security settings, mail settings and verified domain management

AVAILABLE: Business Hours

RESPONSE TIME: Based on Package

CHROMEBOOK / CHROMEBOX ADMINISTRATION

We can managed and deploy your Chrome OS devices with secure policies settings to get your team up and running faster. General policies to the Chrome Browser are included but for Chrome Device deployment a management plugin is required at extra cost.

***MAY REQUIRE MANAGEMENT PLUG-IN (EXTRA COST- sorry not my call, talk to Google)

AVAILABLE: Business Hours

RESPONSE TIME: Based on Package

MOBILE DEVICE MANAGEMENT / BYOD

Lock, disable, delete, reset passwords, lost device, general support questions

AVAILABLE: 16/7 - Limited

RESPONSE TIME: Based on Package

GENERAL KNOWLEDGE

General knowledge questions about information technology that take less than 15 mins to answer or to research.

AVAILABLE: 16/7 - Limited

RESPONSE TIME: Based on Package

OTHER CLOUD SERVICES SUPPORT

We’ll do our best to support all your cloud technology but this is a best effort as we can't be across all the different technologies.

AVAILABLE: Business Hours

RESPONSE TIME: Based on Package

*ON-SITE SUPPORT

ACT and surrounding area only - REDUCED RATE

AVAILABLE: Business Hours

RESPONSE TIME: +/- of agreed time

EMERGENCY ON-SITE

ACT and surrounding area only - CASUAL RATE CAPPED @ 4HRS

AVAILABLE: After Hours

RESPONSE TIME: +/- of agreed time

CREATIVE THINKING AND IMAGINATIVE SOLUTIONS

Nuff said. There’s no stopping it.

AVAILABLE: 24/7

RESPONSE TIME: Based on Package


*SLA for onsite support is based after the initial contact unless another agreed time to attend is made

**Chrome Management Policies control user defined settings but some Chrome OS device settings are able to be configured.

***Chromebook/box admin plugin extra from Google and manages Chrome OS device settings

BILLING

MONTHLY BILLING

Billed on a monthly basis from the date you sign up. All our subscription payments are managed through our payment gateway Payhip and payment processor Stripe. We do not hold any credit card details.

TERMINATION

If a termination is requested then the remainder of the month is honored and the service is discontinued from the next billing date.

LATE PAYMENT

Invoices not paid within 30 days may incur a $50 surcharge.

QUOTES

Quotes are valid for 1 month from the date of receipt

PROJECTS

(PRJ)Any work outside of the service inclusions and the lead time is 3 days or more are classed as Projects. These are billed at $100/hour (Non-clients pay casual rate of $120/hour).

ICT SUPPORT (OFF-SITE)

(SUP)Support requests that are not covered in the service inclusions and the lead time is within 3 days are classed as Support requests, these are billed at $80/hour (Non-clients pay casual rate).

ICT SUPPORT (ON-SITE)

On-site support is billed at $120/hour (Non-clients pay 1.5x casual rate for first hour and standard casual thereafter)

+EXTRAS

PROJECTS (PRJ)

Project work is available by request. Any work that is not covered by the service inclusions and is defined by the starting lead time of 3 days or later after the initial request.

GOOGLE APPS SCRIPTS (GAS)

All scripts aren’t created equal and each requirement has it’s own unique complexities so the cost will be determined on it’s own merit.

ICT SUPPORT (NOT IN INCLUSIONS) (SUP)

ICT Support (off-site and on-site) not covered by the service inclusions is defined by the lead time required to start/complete which is 3 days or less from the initial request. This is an extra and billed by the minute (not 15min blocks like some people do!) so you only pay for actual work completed.

HAVE ANY QUESTIONS?

Great! Send an Email with your questions or call on the phone number provided at the top of this document or on the website contacts page.


ACCEPTANCE OF SERVICES

By signing up to any of our concierge packages or through a written response (email, letter, text, messaging) you agree to the scope of included services listed here and to our service contract.

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