At Pawa IT Solutions, our primary goal has always been to provide exceptional services that cater to the evolving needs of our valued clients. Over the years, we have proudly offered businesses our Google Workspace support services at no cost. However, as our client base has grown and the demand for personalized support has increased, we have recognized the need to reevaluate our approach.

This shift comes from a place of understanding that while offering free services has been beneficial in the past, it has placed significant strain on our personnel and hindered our ability to innovate effectively. 

By introducing paid support plans backed by a Service Level Agreement (SLA), we can better allocate our resources, invest in innovation, and ensure that every client receives the attention and assistance they need to succeed with Google Workspace.

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As part of our ongoing commitment to excellence, we are implementing measures to better respond to our customer requirements by implementing our helpdesk system and portal. As part of this initiative, we are introducing a comprehensive support package to provide you with enhanced assistance and peace of mind. Our new support offering includes:

  • Dedicated Support Portal: We are pleased to introduce our new support portal, accessible at https://pawait.freshdesk.com/. This portal is a centralized hub for all your support needs, allowing you to submit and track support tickets, access knowledge base articles, and engage with our support team efficiently.
  • Tailored Support Services: Our team is committed to providing personalized support to address your unique requirements. Whether you need assistance with deployment, configuration, troubleshooting, or ongoing optimization, our experts are here to help every step of the way.
  • Service Level Agreement (SLA): We have implemented a comprehensive SLA to ensure transparency and accountability in our support delivery. Our SLA outlines the scope of our services, service availability guarantees, response times, and escalation procedures, providing you with clear expectations and assurances.  

From service availability guarantees to compliance with data protection regulations, we strive to meet your business needs while adhering to industry best practices and regulatory requirements. We aim to empower your organization with the tools and expertise to leverage Google Workspace effectively and securely. The helpdesk system would further enable us to support our customers better and faster and measure and implement the SLA.

However, introducing paid support plans will not affect your existing service and support with us. You will continue to receive the same level of service as before, with the option to upgrade to a paid support plan if you require additional assistance or resources.

Support Plans, Pricing, and SLA

Features/PlansStarterStandardEnterprise
Account CreationYesYesYes
Account DeletionYesYesYes
Account DeactivationYesYesYes
License ReassignmentYesYesYes
Password ResetYesYesYes
Assigning Roles and PermissionsYesYesYes
Utilization and Usage ReportAnnualQuarterlyMonthly
File TransferNoYesYes
Data MigrationNoYesYes
Managing Groups and Organisational UnitsNoYesYes
Change Management SupportNoYesYes
Setting Up Compliance RulesNoYesYes
Security ControlsNoYesYes
Google Workspace Feature ConsultationsNoYesYes
Google Workspace Deployment for SubsidiariesNoYesYes
Customer Signature ImplementationNoYesYes
Google Workspace Security Incidence AuditNoYesYes
Product Setup (Migration and Deployment)NoNoYes
Custom and Personalised product training for adminsNoNoYes
Google Workspace Custom SolutionsNoNoYes
Admin log and user auditsNoNoYes
Consultation on DNS and domain-related issues and requestsNoNoYes
SLA: YesNoYesYes
Support Hours: 8 am – 5 pm8 am -8 pm8 am -8 pm
Price$0.00$100.00$200.00
Customer Choice ( tick/pick your choice)uncheckeduncheckedunchecked

FAQS

Q: Why are you introducing paid support plans when support has been free until now?

A: While we have been happy to offer free support in the past, the increasing demand for personalized assistance has put strain on our resources and hindered our ability to innovate effectively. Introducing paid support plans allows us to allocate resources more efficiently, invest in enhancing our services, and provide a higher level of support to our clients.

Q: How will the introduction of paid support plans affect my existing services?

A: Your existing services will not be affected by the introduction of paid support plans. You will continue to receive the same level of service as before, with the option to upgrade to a paid support plan if you require additional assistance or resources.

Q: What benefits do the paid support plans offer compared to the previous free support?

A: Our paid support plans come with a range of benefits, including priority access to support channels, faster response times, access to exclusive resources such as webinars and training sessions, and dedicated account management for higher-tier plans. Additionally, all paid support plans are backed by a Service Level Agreement (SLA), ensuring timely assistance and support.

Q: I have been using the free support plan for some time now. How will the introduction of paid support plans affect me as an existing customer on the legacy plan?

A: We understand your concern, and we want to assure you that as an existing customer on the legacy free support plan, you will continue to receive support under the terms of your current agreement. There will be no immediate changes to your services or support level. However, we encourage you to explore the benefits of our new paid support plans, which offer enhanced features and resources that may better suit your evolving needs. Rest assured, we are committed to providing continued support and assistance to all our customers, including those on the legacy plan. If you have any questions or would like more information about the new support plans, please feel free to reach out to our support team.

Q: Will the quality of support be affected for customers who choose not to subscribe to a paid plan?

A: We remain committed to providing quality support to all our customers, regardless of whether they choose to subscribe to a paid support plan. While paid support plans offer additional benefits and priority access, customers on the free plan will still have access to basic support via email during business hours, our knowledge base, and community forums.

Q: Will there be any downtime or disruption to my services during the transition to a paid support plan?

A: No, your services will not be disrupted during the transition to a paid support plan. Your services will continue to operate as usual, and you will retain access to the same level of support until your new support plan takes effect. If you have any further questions or concerns about introducing paid support plans, please don’t hesitate to contact our support team. We are here to help and ensure a smooth transition for all our customers.

Q: When will the paid support plans and new pricing structure take effect?

A: The paid support plans and new pricing structure are scheduled to take effect from 01 July 2024. Until this date, all existing customers, including those on the legacy free support plan, will continue to receive support under their current agreement without any changes to their services or support level. We aim to provide ample time for our customers to review the new support plans and make any necessary adjustments to their subscriptions before the changes take effect. If you have any questions or require further clarification about the transition to the new support plans, please don’t hesitate to contact our support team. We are here to assist you every step of the way.

Q: I want to stick to the Starter plan but occasionally need support for incidents outside its coverage. How will I be billed for such incidents?

A: We understand that your needs may vary, and you may occasionally require support for incidents that fall outside the coverage of the Starter plan. In such cases, we offer a pay-as-you-go billing option based on man-hours. Each incident that exceeds the coverage of the Starter plan will be billed based on the number of man-hours required to resolve it, with a standard rate of $50 per man-hour. Rest assured, you will only be charged for the actual time spent by our support team addressing the issue, ensuring fair and transparent billing. If you have further questions about our pay-as-you-go billing option or want to discuss your specific requirements, please contact our support team for assistance. We are here to help tailor a solution that best meets your needs while ensuring cost-effective support.

Q: Who can I talk to if I have additional questions? Kindly reach out to your Account Manager or email [email protected]