Support policy for Google Apps for Education

Issues with Google Apps should be reported to the Library & IT Help Desk in the first instance.

IT Services offers user support for the following Google Apps:

  • Email (including Groups and Contacts)
  • Calendar
  • Docs

The support available for these Apps is as follows:

  • The IT Support Office will attempt to resolve the issue, but in the event that this is not possible will escalate the issue to second level support staff
  • Second level support staff will deal with more complex issues escalated to them by the IT Support Office. Resolution may be delayed if staff with the appropriate skills are not available eg due to absence
  • Issues with the components provided by IT Services (principally the authentication service) will be investigated locally. Failures with Google provided components will be reported to Google support where relevant
  • If an issue appears to be offering academic assistance with a student's coursework rather than being an issue with the software being used, then IT Services staff will close the query and refer the student back to his/her course tutor
  • IT Services are only able to provide support for University related work

For all other Google Apps, IT Services support will be limited to helping users to find documentation provided by Google and relevant information in the Google Help Center: