Google Apps for Work - Manual (Page 85)

Change Management Guide 85
Phase 3: Global Go-Live
Complete & execute the support plan | How to
Principles of the Go-Live support strategy: A good support strategy
improves your users’ experience, speeds resolution of issues, and keeps
your project team focused on any critical challenges. Set up clear roles
and responsibilities, for example:
•
Level 1: Your Google Guides can provide local user support for basic
issues and simple questions.
• Level 2: Your help desk can provide help for more complex issues
and troubleshooting.
• Level 3: Your project team focuses on the critical technical issues.
For example, the project team can help if a certain group of users
didn’t have their data migrated.
Resources
• Helpdesk resources at the Google Apps user learning
center
Presentations and articles for your support staff.
• Helpdesk training on the Google Apps Documentation & Support
site
Troubleshooting training for your help desk.
• Google Technical Support for Google Apps admins Instructions for
IT Admins to contact Google Support.
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One of the support rooms for the Go-Live for Office Depot, Inc. Office Depot is
a global supplier of office products and services based in the United States. It
has 14,000 Google Apps users.
“At headquarters, we did weekend
BlackBerry office hours before the
Go-Live. People could bring their
BlackBerrys and we would set them up.
It was very well attended.”
—Wietze Devries, Principal IT
Architect, MeadWestvaco
MeadWestvaco is a packaging company
based in the United States. It has 15,000
Google Apps users.