Support tiers
Support for Google Workspace, at the level you need.
Every licence through cozan comes with help for your whole team, not only your administrator. Add Enhanced Support when you'd rather hand over the admin work, or let us run your Workspace end to end.
What changes when you buy through cozan
| Question | Direct from Google | Through cozan |
|---|---|---|
| Who can ask for help | Your administrator | Everyone on your domain |
| What's covered | Google's core products | Workspace, plus what sits around it |
| Urgent cases | Four-hour first-response target | Logged with Google and chased by us |
| Faster help | A paid upgrade from Google | Enhanced Support, R47 per user |
Google's own terms for its included Standard Support. Its faster tiers are paid upgrades.
Three tiers
Pick how much you want to hand over.
All three are delivered by the same certified team. Move between them in any month.
Standard Support
Help for your whole team, not only your administrator. You run your own admin console.
through cozan
- Help desk for every user on your domain
- How-to and troubleshooting for Gmail, Drive, Calendar, Meet and Docs
- Billing, licence changes and renewals
- Cases logged with Google and followed up for you
- Business hours, in English or Afrikaans
Enhanced Support
Hand over the admin work. You keep the master admin login; we hold a delegated admin role and do the tasks when you ask.
excl. VAT, on active seats
Everything in Standard, plus
- Priority response
- Admin done on request: new starters and leavers, group addresses, email signatures, domain records
- Remote desktop help for your team
- Security baseline set up and reviewed
- Help with what sits around Workspace: Outlook, printers and scanners, third-party apps
- Migration fee waived
Managed Workspace
cozan is your Workspace administrator. We hold the master admin login, run it on a schedule and report back.
based on users and needs
Everything in Enhanced, plus
- We hold the master admin login and are your administrator of record
- Quarterly security and licence review
- Security alerts and spoofing reports watched and acted on
- Same-day offboarding, with company data kept
- Device policies and Vault retention, where your plan includes them
- Which outside apps may reach your data, controlled
- A quarterly report, plus admin and user training
Side by side
What each tier includes.
| Included | Standard Support | Enhanced Support | Managed Workspace |
|---|---|---|---|
| Help desk for every user | |||
| Billing and licence changes | |||
| Cases logged with Google for you | |||
| Priority response | |||
| Starters, leavers, group addresses and signatures done for you | |||
| Remote desktop help | |||
| Security baseline set up and reviewed | |||
| Email spoofing protection set up and maintained | |||
| Migration fee waived | |||
| We hold the master admin login | |||
| Scheduled reviews and a quarterly report | |||
| Security alerts and spoofing reports monitored | |||
| Same-day offboarding | |||
| Admin and user training | |||
| After-hours escalation for outages | |||
| First response target | Next business day | Within four business hours | Within one hour for urgent issues |
| Price | Included | R47 per user / month | Quoted per business |
Response targets are for our first reply during business hours, Monday to Friday. Fixes that need Google's engineers follow Google's own targets, and we chase them for you.
Why through us
Support from the people who set it up.
Google's support is break-fix for its own products, for your administrator. Ours starts where that stops.
Everyone gets help
Google's support desk only talks to your administrator. Ours talks to anyone on your domain, so nobody waits for the one person who knows the admin password.
We cover the edges
Google supports its own products. Most problems live at the edges: Outlook, a scanner that stops emailing, a form on your website, sign-in to another app. We handle those too.
We know your setup
We did your migration, we look after your domain on Cloudflare and we've seen your sharing rules. That's a faster fix than explaining your business to a stranger.
One local invoice
Support sits on the same monthly invoice as your licences, in rands. Enhanced Support is billed on active seats and adjusts as your team changes.
An extension of your team.
Big or small, we've supported South African businesses since 1999. We learn how you work, then apply the tier you've chosen where it matters most.
- Google Certified Workspace Administrators
- Support in English and Afrikaans
- Migration fee waived for Enhanced Support and Managed Workspace clients
cozan holds Google Workspace Administrator certification and Google Cloud's Certified Partner Specialist credential for Gemini Enterprise Deployment.
Support questions
Something specific to your setup? Ask us, in English or Afrikaans.
Google's support is free. Why pay for support at all?
You don't have to. Standard Support is included with every licence you buy through cozan, and it already goes further than Google's own: Google's included support is for your administrator only, covers its core products only, and targets a four-hour first response on urgent cases. Enhanced Support and Managed Workspace are for when you'd rather we did the admin work, or all of it.
Is this the same as Google's Enhanced Support?
No. Google sells its own Enhanced Support upgrade: a faster response from Google's engineers, for your administrator, on Business Standard and Plus. Ours is people doing the admin work for you, for R47 per user per month. If you also want Google's upgrade, ask us and we'll quote it.
Do we lose control with Managed Workspace?
No. You stay the owner of your Google Workspace account and keep an admin login of your own. We hold super admin so we can act without waiting for someone to let us in, and every change we make is documented in your quarterly report. If you ever leave, we hand the console back.
Can we move between tiers?
Yes, in any month. Enhanced Support is billed on your active seats and adjusts automatically as your team grows or shrinks. Managed Workspace is a monthly agreement, cancelled with 30 days' notice.
What hours do you cover?
Business hours, Monday to Friday, in English or Afrikaans. Planned work such as migration cutovers happens after hours so your team isn't interrupted. Managed Workspace adds an after-hours escalation path for outages.
We already have Google Workspace through another reseller.
Then there's no migration, just a transfer. You give us a transfer token from your Admin console, we move the subscription to cozan, and nothing changes for your users. Standard Support starts the same day.
Not sure which tier fits?
Tell us how many people you have and who does your admin today. We'll recommend a tier, and quote Managed Workspace if it fits.