Google Workspace Enterprise Plus

Service scope

Software add-on or extension: No
Cloud deployment model: Public cloud
Service constraints: No
System requirements: Modern web browser is required

User support

Email or online ticketing support: Email or online ticketing
Support response times: Google will provide access to Google Help Center and phone support for customers on a 24 x 7 basis. Written P1 Priority support Requests are responded to with a target initial response time of one hour and are responded to 24 x 7. Written P2, P3, and P4 Priority support Requests submitted via Online Help Center or support portal are responded to with an initial target response time of 1 business day or less. All Priority support Requests received via phone will be responded to directly by Google Support Personnel as further stated at: https://support.google.com/a/table/3247295. Priorities are defined here: https://support.google.com/a/answer/1047213
User can manage status and priority of support tickets: Yes
Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
Phone support: Yes
Phone support availability: 9 to 5 (UK time), Monday to Friday
Web chat support: No
Onsite support: Yes, at extra cost
Support levels: Levels of support offered

Google provides a single level of support for Google Workspace in line with other enterprise service providers, the terms of support can be found here: https://workspace.google.com/terms/tssg.html.
Support available to third parties: Yes

Onboarding and offboarding

Getting started: On boarding services are covered by the Ostratto change management service packages which are covered under optional Cloud Support services listings. Ostratto provides onsite training, online training and customers purchasing Google Workspace from Ostratto gain access to our library of Change Management assets as part of their engagement with us.
Service documentation: Yes
Documentation formats: HTML

PDF

Other
Other documentation formats: Contextual training videos

Contextual training videos
End-of-contract data extraction: If your organisation decides to leave Google Workspace, your users can take their Google Workspace data with them. They can export emails, contacts, calendars, videos, and more. Then, they can import the data to your new provider. More information can be found here: https://support.google.com/a/answer/100458?hl=en#all
End-of-contract process: Access to the Google Workspace instance will be terminated and data will be removed from all Google systems within 180 business days.

Using the service

Web browser interface: Yes
Supported browsers: Microsoft Edge

Firefox

Chrome

Safari
Application to install: No
Designed for use on mobile devices: Yes
Differences between the mobile and desktop service: Custom mobile applications are available both for iOS and Android which provide a bespoke user experience tailored to the operating system in question. For other mobile operating systems, web browser support is included which provides an equivalent experience to the desktop environment.
Service interface: Yes
User support accessibility: WCAG 2.1 AA or EN 301 549
Description of service interface: Web based access through a browser
Accessibility standards: WCAG 2.1 AA or EN 301 549
Accessibility testing: This page lists resources to help you get started with Google Workspace using assistive technology. We've included information for diverse needs and interests, but many of the resources are primarily for blind or low-vision users. https://support.google.com/a/answer/1631886?hl=en
API: Yes
What users can and can't do using the API: The scope of capabilities exposed via API to Google Workspace users is very broad and encompasses most major use cases. Google Workspace APIs are grouped into ten main APIs and SDKs that can be found here: https://developers.google.com/google-apps/
API documentation: Yes
API documentation formats: HTML

PDF
API sandbox or test environment: Yes
Customisation available: Yes
Description of customisation: Google Apps Script is a JavaScript cloud scripting language that provides easy ways to automate tasks across Google products.
With Apps Script, you can create Add-ons for Google Docs, Macros, menus, and custom functions as well as managing responses for Google Forms.

Scaling

Independence of resources: Google Workspace is powered by a massively scale-able infrastructure which already services more than 1 Billion users. The addition of any practicable number of users has a very low impact.

Analytics

Service usage metrics: Yes
Metrics types: The Account activity report page gives access to all data from the User account status, Admin status, and 2-Step Verification enrolment reports. It also shows details of Google Drive and Gmail usage. Further information can be found here: https://support.google.com/a/answer/4580176?hl=en
Reporting types: API access

Real-time dashboards

Resellers

Supplier type: Reseller providing extra support
Organisation whose services are being resold: Google

Staff security

Staff security clearance: Conforms to BS7858:2019
Government security clearance: Up to Security Clearance (SC)

Asset protection

Knowledge of data storage and processing locations: Yes
Data storage and processing locations: United Kingdom

European Economic Area (EEA)

Other locations
User control over data storage and processing locations: Yes
Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency: At least every 6 months
Penetration testing approach: In-house
Protecting data at rest: Physical access control, complying with CSA CCM v3.0

Physical access control, complying with SSAE-16 / ISAE 3402

Physical access control, complying with another standard

Encryption of all physical media

Scale, obfuscating techniques, or data storage sharding

Other
Other data at rest protection approach: Data is encrypted at rest using AES encryption, data sharding and key rotation. Physical access control is also compliant with SSAE-16
Data sanitisation process: Yes
Data sanitisation type: Explicit overwriting of storage before reallocation
Equipment disposal approach: In-house destruction process

Data importing and exporting

Data export approach: Most tools include a 'Save as' function that allows the export of data in industry standard formats. In addition, each user can download all the data they need from their Google Workspace account (including emails, calendars, contacts, documents, bookmarks, and more) to one place at the same time. Users can choose which Google products to archive. For example, they can choose to download their emails and documents, but not their bookmarks or photos. Only the user can access their archive and import it into a new service.
Data export formats: CSV

ODF

Other
Other data export formats: DOCX

XLSX

PPTX

PDF
Data import formats: CSV

ODF

Other
Other data import formats: DOCX

XLSX

PPTX

PDF

Data-in-transit protection

Data protection between buyer and supplier networks: TLS (version 1.2 or above)
Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

Guaranteed availability: Contractually Google's Service Level is guaranteed to 99.9% availability for any calendar month and backed with service credits. Definitions and service credits are described at: https://workspace.google.com/terms/sla.html
Approach to resilience: All data is redundantly stored across a minimum of 3 data centres, and all services are designed to leverage the redundant data centre infrastructure powering Google services.
Outage reporting: Google provides customer alerts and a public uptime dashboard here: https://www.google.com/appsstatus#hl=en-GB&v=status. The dashboard advises across the Google Workspace services on degradation or downtime.

Identity and authentication

User authentication needed: Yes
User authentication: 2-factor authentication

Identity federation with existing provider (for example Google Apps)

Username or password
Access restrictions in management interfaces and support channels: Depending on administrator preference, users can be signed in via a federated identity service, including AD or use Google Workspace as their identity backend. 2 Factor authentication is supported and can be enforced. Administrative access privileges are granted separately to individual users.
Access restriction testing frequency: At least every 6 months
Management access authentication: 2-factor authentication

Identity federation with existing provider (for example Google Apps)

Username or password

Audit information for users

Access to user activity audit information: Users have access to real-time audit information
How long user audit data is stored for: Between 1 month and 6 months
Access to supplier activity audit information: Users have access to real-time audit information
How long supplier audit data is stored for: Between 1 month and 6 months
How long system logs are stored for: Between 1 month and 6 months

Standards and certifications

ISO/IEC 27001 certification: Yes
Who accredited the ISO/IEC 27001: EY CertifyPoint
ISO/IEC 27001 accreditation date: 23/06/2022
What the ISO/IEC 27001 doesn’t cover: Any service not listed on the ISO certificate is not covered.
ISO 28000:2007 certification: No
CSA STAR certification: Yes
CSA STAR accreditation date: 31/01/2017
CSA STAR certification level: Level 2: CSA STAR Attestation
What the CSA STAR doesn’t cover: N/a
PCI certification: Yes
Who accredited the PCI DSS certification: N/a
PCI DSS accreditation date: N/a
What the PCI DSS doesn’t cover: N/a
Cyber essentials: No
Cyber essentials plus: Yes
Other security certifications: Yes
Any other security certifications: SOC 1

SOC 2

SOC 3

ISO 9001:2015

ISO/IEC 27017

ISO/IEC 27018

NCSC - Cloud Security (UK)

FG16/5 - FCA

Security governance

Named board-level person responsible for service security: Yes
Security governance certified: Yes
Security governance standards: ISO/IEC 27001
Information security policies and processes: Our customers and regulators expect independent verification of security, privacy and compliance controls. Google undergoes several independent third party audits on a regular basis to provide this assurance. This means that an independent auditor has examined the controls present in our data centers, infrastructure and operations.

Google Workspace and Google infrastructure is certified for a growing number of compliance standards and controls, and undergoes several independent third party audits to test for data safety, privacy, and security

Operational security

Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach: In Google production environments, software updates are manually vetted to ensure the stability of the system. Changes are then tested and cautiously rolled out to systems. The details vary somewhat depending on the service being considered, but all development work is separated from the operation systems, testing occurs in a multi-staged fashion in both environments and in dedicated test settings. Google can share, under NDA, the SOC2 audit report (based on standards from the International Auditing and Assurance Standards Board), which describes the change management process. Additionally, changes to code go through a process of code review involving additional engineer(s).
Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach: Google administrates a vulnerability management process that actively scans for security threats using a combination of commercially available and purpose-built tools, intensive automated/manual penetration efforts, quality assurance processes, software security reviews and external audits. The vulnerability management team is responsible for tracking and following up on vulnerabilities. Once a vulnerability requiring remediation has been identified, it is logged, prioritized according to severity, and assigned an owner. The vulnerability management team tracks such issues and follows up frequently until they can verify that the issues have been remediated. Google also maintains relationships and interfaces with members of the security research community.
Protective monitoring type: Supplier-defined controls
Protective monitoring approach: Focused on information gathered from network traffic, employee actions on systems and outside knowledge of vulnerabilities. Traffic is inspected at many points for suspicious behaviour. Analysis is performed using open-source and commercial tools for traffic capture and parsing, supported by a correlation system built on top of Google technology. Analysis is supplemented by examining system logs for unusual behaviour, such as attempted access of customer data. Security engineers place standing alerts on public data repositories to look for security incidents that might affect company infrastructure. They actively review inbound security reports and monitor public mailing lists, blog posts, and wikis.
Incident management type: Supplier-defined controls
Incident management approach: If an incident occurs, the security team logs and prioritises it according to severity. Events directly impacting customers are assigned the highest priority. This process specifies courses of action, procedures for notification, escalation, mitigation, and documentation. Google’s incident management program is structured around NIST guidance on handling incidents. Key staff are trained in forensics and handling evidence in preparation for an event, including the use of third-party and proprietary tools. Testing of incident response plans is performed for key areas, such as systems that store sensitive customer information. Tests consider a variety of scenarios, including insider threats and software vulnerabilities.

Secure development

Approach to secure software development best practice: Supplier-defined process

Public sector networks

Connection to public sector networks: No

Social Value

Fighting climate change
Covid-19 recovery
Tackling economic inequality

Fighting climate change

At Ostratto we create infrastructure, support communities and enable growth to deliver community benefits and additional social value. We use resources efficiently to reduce waste and maximise value. We play our part to reduce air pollution, noise, vibration and nuisance within local communities to improve health. Promote sustainable and ethical procurement, promoting green and blue space and increasing biodiversity net gain in recognition of the social value this brings.

Covid-19 recovery

We work with vendors to support the Covid-19 recovery, from video conferencing to virtual agents to remote work security, Google Cloud is committed to providing organizations tools they need to keep moving forward for Covid 19 recovery. Google has committed $80m and 50,000 hours of pro bono support to the Covid 19 response - focusing efforts on health science, economic relief and recovery and distance learning. At Ostratto we are providing work opportunities for small, medium, micro-sized businesses, social enterprises and minority owned businesses. Procuring goods and services locally where possible. Supporting small, medium, micro-sized businesses, social enterprises and minority owned businesses to improve capability and grow sustainably.

Tackling economic inequality

At Ostratto we carry out volunteering activities that deliver benefits to local communities. Partnering with national charities through our Trust Building Better Futures to support employment opportunities and environmental regeneration to meet local needs. Work with local charities on key themes to deliver additional benefits to the communities.

Pricing

Price: £25.20 a user a month
Discount for educational organisations: Yes
Free trial available: Yes
Description of free trial: A fully functional free trial version is available for 14 days. For longer managed evaluations these are subject to requirements and scope, please contact for details.
Link to free trial: https://cloud.google.com/find-a-partner/contact/ostratto

Features

Benefits

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Pricing

Service documents

Cookies on Digital Marketplace

Google Workspace Enterprise Plus

Features

Benefits

Pricing

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Social Value

Pricing

Service documents