Keep your organization running efficiently, 24x7x365

Stay competitive in the data-driven future

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Today, new technology needs can emerge quickly; new security threats are surfacing constantly. Is your organization receiving the rapid incident support responses you need? Does your IT team follow best practices with SaaS and Cloud Computing?

Onix can help. We resolve issues quickly and professionally, minimize downtime, provide peace of mind — and help you keep your organization running efficiently, 24x7x365.

Engaging any of the support plans offered by Onix provides benefits; rapid turnaround and a predictable support budget. These plans provide important core support elements for your organization.

Onix leverages big data and AI/ML to create modern and scalable data infrastructures that help organizations capture, manage, process, and visualize data in the cloud so you can use it to quickly generate insights that will drive your business forward.

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Explore the benefits of a plan with our
Support Services team

Explore the benefits of a plan with our Support Services team

Personalized support

There is no call center! Highly trained, skilled engineers based in the U.S. or Canada provide our 24x7 support services. Each communicates clearly in English or French.

Admin support

Onix provides your IT staff with admin-level support along with best practices and guidance about gathering troubleshooting information so resolution times are optimized.

Service levels

Our service level agreement (SLA) can guarantee initial responses for critical (P1) incidents in less than 30 minutes.

Support portal

You have access to our cloud-based Support Portal so you can create, follow and manage your support tickets.

Multi-mode communications

Additional communication options are available through email, phone and chat. Engineers are available to help any day, at any time.
  • Onix support was incredible. They were immediately aware of the issue I reported, followed up timely and kept me updated on progress.
    Onix Customer
  • This is the sort of ticket that justifies my org's move to Onix - simple ticket, but a quick, comprehensive response that solves the issue at hand.
    Onix Customer
  • You definitely need more stars to quantify your excellent service - 10 is just not enough! You are just absolutely AWESOME and I love your support team.
    Onix Customer
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We're here to help

As an Onix Cloud support customer, you will benefit from our services, all based upon our Onix track record:
  • We are a four-time Google Workspace Partner of the Year.
  • We have been awarded the prestigious Google Cloud Partner of the Year 12 times.
  • Over 80% of our tickets are resolved without the need to engage the software vendor.
  • We have had a 95% or greater overall satisfaction level for customer surveys for more than five consecutive years.

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Onix SaaS Technical Support

Support features and benefits

Onix SaaS Technical Support

Support features and benefits

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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.

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.

Onix SaaS Customer Success

Support features and benefits

Onix SaaS Customer Success

Support features and benefits

The Onix CSS program builds on our Premium Technical Support services by adding a Technical Account Manager (TAM), a SaaS expert dedicated to maximizing your ROI through proactive assistance. This individual provides a valuable resource for your team, ensuring that you have the latest solution updates to help you achieve your organizational goals.

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 investmentand support you every step of the way.

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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 SaaS 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.

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.

Onix GCP Technical Support

Support features and benefits

Onix GCP Technical Support

Support features and benefits

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 investmentand support you every step of the way.

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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.

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.

Case Studies

CapsicoHealth, Inc.

CapsicoHealth, Inc.

Catalyst Tech Ventures

Catalyst Tech Ventures

Specialty Financial Institution

Specialty Financial Institution

UNICO Technologies Group

UNICO Technologies Group

Large Public University

Large Public University

JP Recovery Services

JP Recovery Services

The Garland Company

The Garland Company

Batteries Plus Bulbs

Batteries Plus Bulbs

Gordon Food Service

Gordon Food Service

Hurley Medical Center

Hurley Medical Center

Whirlpool Corporation

Whirlpool Corporation

University of Notre Dame

University of Notre Dame

United States Holocaust Memorial Museum

United States Holocaust Memorial Museum

Manitoulin Group of Companies

Manitoulin Group of Companies

Macomb County Circuit Court and Clerk

Macomb County Circuit Court and Clerk

Jarlette Health Services

Jarlette Health Services

Grand Traverse County

Grand Traverse County

The Garland Company

The Garland Company

Florida Fish and Wildlife Conservation Commission

Florida Fish and Wildlife Conservation Commission

Dominion Enterprises

Dominion Enterprises

Connect with an Onix Account Manager today to begin reaping the benefits of a support plan investment

Connect with an Onix Account Manager today to begin reaping the benefits of a support plan investment

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Onix has more than a decade of experience helping clients manage technology changes, increase security and deploy features more quickly. We are equipped to exceed your expectations, providing your organization with the confidence you and your team need to deliver and support your projects successfully.

The Onix Support team looks forward to partnering with you, providing the right support services — at the right time in the right way — to ensure your organization runs efficiently and stays optimized through its journey.

The Onix Support team looks forward to partnering with you, providing the right support services — at the right time in the right way — to ensure your organization runs efficiently and stays optimized through its journey.

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