Support
Support and
Support
Trace's support service is designed to help users solve problems, obtain information and maximise productivity in the workplace, regardless of the size of the business or its area of operation.
The first-rate support offered by Trace is crucial to providing fast and efficient service to customers who encounter problems or have questions about using Google Workspace. Thanks to its proximity to the customer and its specialised knowledge, Trace's support team is able to provide agile and personalised solutions for every situation.
Basic support
Included in the Google Workspace plan
- Reply by email or telephone
- Monday to Friday, 9.00am to 6.00pm
- Response time: 24 hours
- Type of operations: creating users, resetting passwords, etc.
Advanced support
Annual price: 15€ x No. of users
- Reply by email, phone or Google Meet
- Monday to Friday, 9am to 6pm, or 24/7 by email
- Response time: 2 hours
- Type of operations: device configuration, administration console interventions, application configuration, etc.
Premium Support
Annual price: 35€ x No. of users
- Priority response by email, telephone, Google Meet
- 24/7 opening hours
- Response time: 5 mins
- Type of operations: all possible interventions in the administration console
Tips and frequently asked questions
How can I contact Trace support?
You can contact us between 09.00 and 18.00 by email at the following address suporte@trace.pt or call (+351) 21 123 04 05
What is the difference between the basic, advanced and premium support plans?
Basic support is aimed at all Trace customers and offers standard response times, while advanced and premium support provide faster response times and additional features. Premium support includes access to technical experts as well as other exclusive benefits.
Is Trace support available in different languages?
Yes, support can be given in Portuguese, English or French.
How many hours are included in basic support?
Basic support is provided for one-off operational resolution situations. It is estimated that 1 hour per month will be allocated to resolving problems. If you have an account with more than 50 licences, we suggest allocating one of the other support services.
Can I contact Google other than Trace support?
Of course! Trace's support is not exclusive and you can always contact Google's support service to resolve problems. Within your account, you'll find a help icon at the top of the screen where you can get all the help you need.
Where can I find help with Google Workspace?
The data migration service only migrates data for existing Workspace user accounts.
Migration does not create Workspace users from the data that is migrated.