Cloud Sherpas,, has been authorized to provide Customer Success Services for Google Apps.
That means the Atlanta-based company can handle some pretty high-level customer support functions related to Google implementations, including helping organizations with advanced roadmap presentations, providing change management assistance, and delivering enhanced technical support.
It's a big deal because Google is pretty picky about which organizations it lets handle support: it considers this a big differentiator, and it only designates certain Premier-level partners to act in this capacity. Cloud Sherpas already offered some pretty extensive support services; the new designation will extend those capabilities.
"We needed a partner who could support us around the clock and provide the technical resources we need to keep our systems running smoothly around the globe 24/7," said Al Bakutis, enterprise network and IT telecommunications manager for Fairchild Semiconductor, in a statement. "Customer Success Services through Cloud Sherpas allows us to not only receive immediate support if and when we need it, but it gives us access to a premium community, Google product and engineering teams, and even change management assistance."
Here's what is specifically covered under Google's Customer Success Services portfolio:
- Proactive communication about feature plans and changes (including the aforementioned roadmap information) and access to the Google Premium Customer Network
- Advice and consulting focused on management, such as best practices and application usage guidance
- Enhanced technical support, such as 24/7 coverage, case prioritization, faster response time, and direct access to a designated account manager
The authorization covers both North American and Asia-Pacific Cloud Sherpas customers.
Several other Google Apps partners have announced Customer Support Services authorizations over the past few weeks, including SADA Systems (which ), Onix Networking (from Ohio), and Ancoris (which focuses on the United Kingdom).