Google Apps Support

Refractiv provides a paid-for annual helpdesk support service for Google Apps for Work. Our service includes email and telephone support 0900-1730 weekdays, except bank holidays. There are no specific subject boundaries and we’ll try to help with any question or issue; however we would appreciate it if support issues are raised through one or two named contacts at your organisation.

If we are unable to resolve an issue ourselves, we’ll escalate it to Google on your behalf.

If an issue is outside the scope of the support contract, we’ll let you know and advise on a suitable approach.

The support service will normally commence when the main Google Apps deployment is complete.

Support Enquiries

Email –
Callme – please complete the form on our contact page
Telephone – 0870 0117 455 (Monday – Friday 0900-1730 GMT)

Support Ticket
Wherever possible, please raise a support issue by email (rather than telephone) with as much detail as possible, including contact details and the level of urgency. If you use email, the issue is automatically logged 24*7 and you will receive an acknowledgement with a ticket number. Also, the ticket is circulated immediately to our development team so you are likely to receive a quicker response.

Our commitment

We shall:

  • Acknowledge a reported issue within 3 working hours and provide a tracking reference number.
  • For each issue, indicate the likely timescale for resolution.
  • Use all reasonable efforts to resolve urgent issues quickly and where possible within 8 working hours.
  • Provide a regular update on progress.

Customer responsibilities

In order to provide the best possible service we request that:

  • Issues are reported through a nominated person or persons (normally 2 maximum per organisation)
  • Issues are reported by email wherever possible.
  • You describe issues in as much detail as possible and indicate the level of urgency.

If you can provide relevant screenshots and/or any error messages, that would be very helpful.