Google announced some new support improvements for Google Apps admins. These include chat support, in-product help, and business Hangouts.
Google has been piloting chat support for a couple months. Now it's rolling out an an option for English-language Apps admins globally. Google says it will be adding additional languages over the coming months. If you're a verified domain admin, you can start a chat session from the Help Center.
"Finding help should be easy, which is why we put our support documentation and help articles at your fingertips in the product interface," says Chris Roggenbuck, Support Program Manager for Google for Work. "Help is also useful when its contextual — if you’re having trouble in Gmail we want you to have the phone number to call Google without leaving Gmail. To access these resources, sign into one of our Google Apps products, such as Gmail, or the Admin Console then select ‘Help’ from the gear icon drop down in the upper right of your screen. You’ll see a direct link to call Google under ‘Contact Us’ and be able to search our Help Center from the same window."
"This summer we announced that Google Hangouts is now covered under the same Terms of Service that support our other Google Apps services, like Gmail and Drive," Roggenbuck adds. "That means we’ve got your back with 24x7 phone support and a guaranteed 99.9% uptime."
Google has also updated its technical support service guidelines to reflect the new stuff. You can get a look at those here.
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