Cloud Sherpas, one of Google's top cloud integration partners, 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 I profiled earlier this week), Onix Networking (from Ohio), and Ancoris (which focuses on the United Kingdom).