Extensive SaaS and collaboration expertise

Our team with a variety of industry backgrounds and tech support experiences equips us to be well-rounded experts in SaaS solutions.

24x7x365 direct access to support engineers

This support element provides access to engineers, rather than to a front-line technician.

Premium support on-demand contact

In addition to the multiple core communications access options for all plans, Premium customers have the additional option to contact our team on demand through phone or chat.

Admin support; advising and assisting your IT staff

Onix provides admin-level support along with best practices for gathering troubleshooting information to optimize resolution times. If you grant us the rights, Onix will access your administrative console to maximize the data gathering and investigation process.

Premium partnerships

Our tight integration with vendors’ support teams is a result of daily collaboration, enabling faster resolutions. Through our Premier partnerships, we have access to SaaS vendors’ enterprise support teams with the highest SLAs and dedicated escalation channels. We handle any vendor engagement requirements — from start to finish.

White-glove support

- Your TAM is your primary technical contact at Onix.
- He or she will interface with the Onix support team to facilitate the management of your tickets. (This includes escalation assistance for both Onix and SaaS vendor support issues.)

Consulting with your TAM

- TAM Time. Each week, your TAM is available and dedicated to you for a number of hours depending on your plan.
- Meetings. You may meet regularly with your TAM to learn about upcoming product changes and security updates.
- Advising. He or she is also available for ad-hoc advising by chat, phone or email during regular business hours.
- Feature Requests. Your TAM can assist and advise you with the submission and tracking of feature requests.

Security reviews

- Security Meeting. Your TAM will host a meeting with your team and executive management to discuss top SaaS security concerns.
- Admin Controls/Security Settings. Your TAM will review your admin controls, then share a report about the most critical security settings. Together you will discuss and align these with our recommended best practices.

Feature readiness

- Updates. Your TAM will help you plan for updates — and help you prepare to implement them.
- Roadmap. You can review and discuss the periodic product roadmap with your TAM. He or she will book and coordinate meetings and highlight the changes that matter to you.
- Review. Together, you will review your support activity and projects from the previous time period and discuss upcoming product changes and priorities. This meeting focuses on how to best use key SaaS products to achieve your goals.

Disruption tracking and SLAs

- Service Disruptions. The Onix support team and your TAM will provide updates about any service disruptions.
- SLAs. If your organization is affected by a service outage, your TAM will handle any SLA credit requests. (In most cases, credits are applied as additional service days at the conclusion of your SaaS term.)

End-user support as your help desk extension

As an add-on to our Premium Support and Customer Success offerings, you can enable direct Onix-to-end-user support. With this additional service, our support engineers will work directly with your organization’s users, providing the appropriate “tier 2” or “tier 3” level of assistance for SaaS product-related issues.

From new technology to scaling faster than ever before, Google Cloud is revolutionizing every industry. And Onix has the expertise to help you maximize your cloud investment—and support you every step of the way.

Billing and role expertise

Our knowledgeable engineers can ensure that you have the correct settings so that Google Cloud Platform projects are billed correctly — and admins have the necessary and appropriate privileges.

Technical expertise

Whether it’s Compute Engine, App Engine, BigQuery, Cloud Storage, Kubernetes Engine — or one of the many dozens of other GCP products, Onix has the expertise to provide advice regarding best practices and resolve errors.

Premium partnership

As a premier service partner, Onix has a direct line to Google’s Premium Support team; we can escalate difficult GCP product issues and bugs to top Google technicians and product engineers. Since we represent many customers, Onix can offer this at a low cost — and push for solutions faster than if you engage with Google individually.

We scale with you

As you find your GCP projects expanding, Onix is here to assist with managing them. Our Technical Support services act as an entryway to our additional Cloud Managed Services that can provide automated monitoring, backup and disaster recovery, end-to-end security, seamless reliability, and much more.