Google has decided to provide phone support for various Google apps to its business customers covering issues related to its core services.
Vice President of enterprise sales and operations of Google, Amit Singh, declared this at the Atmosphere 2011 conference held at their headquarters in Mountain View, California. Singh mentioned that, "Customers of all industries, of all shapes and sizes, are all moving to the cloud", reported Information Week (opens in new tab).
Earlier the 24/7 support was available for only critical issues. According to Google, the core services are Gmail, Groups, Docs, Calendar, Videos and Sites. The company has not disclosed details about the location as well as how will the call centres operate.
Singh confirmed that the Google Apps platform is being used by 4 million businesses and 40 million individual users, with 5,000 businesses joining the platform on a daily basis. However, the Google apps free version which is used by many small businesses and also individuals are not covered under the phone support scheme.
Around 80 percent of overall Google apps customers and also 90 percent of the "large enterprise customers" stated that the Google Apps support was satisfying; however, Google is trying to increase the statistics to 95 percent.