UW-Madison Google Workspace for Education Handling Information
Service Description
UW-Madison Google Workspace is a suite of web-based collaboration tools, covered by the Google Apps for Education terms of service, which covers the following apps: Drive (includes Documents, Spreadsheets, Presentations, and Forms), Sites, Groups, Contacts, Meet, Chat, and Calendar. For a list of available consumer apps that are not covered by UW-Madison's terms of service, see: UW-Madison Google Workspace - Non-core (Consumer and Unavailable) applications.
UW-Madison students, faculty, and staff who use UW-Madison Google must follow these terms of service: UW-Madison Google Workspace - Terms of Use.
More information about UW-Madison Google is available here.
Confused about the difference between a UW-Madison Google account and a personal Google account? See UW-Madison Google Workspace - UW-Madison Google Workspace Accounts vs. Personal Google Accounts.
Support Conditions
Service Users
Individuals eligible Microsoft 365 account are also eligible for a UW-Madison Google Workspace account.
Availability
Service will be available 24/7. Google estimates a 99.9% up-time in their SLA. The NetID Login Service, which is required to access UW-Madison Google Workspace accounts, is also available 24/7.
Server Information
Current NetID Login Service architecture is required to access UWMadison Google. All other required service architecture is controlled by Google.
Unique Support Conditions
The Help Desk will provide support to any UW faculty, student or staff member using apps covered by the Google Workspace for Education terms of service: Drive (including Docs, Spreadsheets, Presentations, and Forms), Sites, Groups, Contacts, Meet, Chat, and Calendar. All other apps listed in UW-Madison Google Workspace - Non-core (Consumer and Unavailable) applications are best effort support only.
Before escalating, check for possible resolution using the steps below:
- Verify the status of Google Apps at Google's Apps Status Dashboard.
- Check whether the problem is listed on the following document: UW-Madison Google Workspace - Known Issues.
- Look for resolutions with Google Apps Help Center:
Gemini and NotebookLM
Escalate all inquires to the Google Workspace team.
Non-core apps (Gmail, YouTube, etc)
The Help Desk will not provide support for Gmail, YouTube or other apps that are not available: UW-Madison Google Workspace - Non-core (Consumer and Unavailable) applications.
Google Cloud Platform (GCP)
Google Cloud Platform (GCP) is enabled for UW-Madison Google Workspace accounts.
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Google Workspace admins do not have administrative tools to support GCP cases.
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Computer Science students reported receiving and using educational credits/coupons for GCP services in the past. Some are now experiencing issues using the credits/coupons.
Google Sites
Google Sites - Support does not include assistance with writing code for the site (e.g., HTML, CSS, etc). Users with these types of questions should be directed to training resources available on campus, such as Software Training for Students, Professional Technical Education, or LinkedIn Learning.
UW-Madison Microsoft 365 email domain
For questions related to enabling Google Workspace for Education for a UW-Madison Microsoft 365 email domain, please escalate to Google Workspace for Education > UW-Madison Google Apps > Account/Login.
Former student deactivations
Please follow Help Desk - Requests for Microsoft 365 and Google Workspace account deactivation extension (Former Students).
Shared drive and My Drive file recovery or transfer ownership requests
Note: Folders are not recoverable. File recovery is not guaranteed. File recovery is not available for former affiliates.
Please refer all file recovery or transfer ownership requests to the Google Workspace file recovery form. This form is also available in the UW-Madison Google Workspace - File Recovery.
Do not escalate file ownership transfer requests immediately to Cybersecurity.
Google Workspace One
Please escalate questions about Google Workspace One to Departmental Support Endpoint Management: Endpoint Management Service Handling Document.
Creating WiscIT Incidents
Select an appropriate service, category and subcategory from the options below.
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Google Workspace for Education
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UW-Madison Google Apps
- Account/Login - Includes requests for enabling Google Workspace for Education for a UW-Madison Microsoft 365 email domain.
- Drive - Includes questions related to Google Drive's storage
- Sharing/Permissions
- Sites
- Service-Based Deactivation - (former students Help Desk - Requests for Microsoft 365 and Google Workspace account deactivation extension (Former Students))
- Google Groups
- Other
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For ALL incidents, gather the following minimum required information:
Clear, detailed description of the problem
Complete customer contact information
NetID: (If not possible, indicate why - example: external customer)
Copy/paste the following additional required information into the WiscIT Description field:
General Specifics
Google Groups Specifics
Shared drive and shared drive file recovery
My Drive file recovery request or transfer ownership requests
Click the text box to select all, copy with Ctrl C.
HDQA Notes
Please read Support Conditions carefully.
Please fill out as much call information as possible. If you do not do so, the customer should expect delays in resolution.
All cases should include the affected individual's NetID. If you do not have that, indicate why (example: external customer).
Creating an Incident (Outages)
For a visual depiction of this workflow, see the following image: Process Diagram
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The Help Desk receives one or more customer contacts for an issue that is identified as a potential outage.
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HDQA checks the outages page for any related open planned outages. HDQA then chats SNCC via Service Support Chat Room and confirms an outage should be declared.
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If an outage is identified, SNCC should immediately begin creating an Outage.
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HDQA receives the Incident from the agent(s) who handled the initial contact(s).
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HDQA creates a problem in Cherwell by selecting New > Problem. HDQA then fills out the fields in the Identify and Classify section of the Problem with the information they gathered from the Incident(s). For assistance with Problem creation, reference: Help Desk Training - Create a Problem in WiscIT without the Problem Manager or Help Desk Training - Create a Problem in WiscIT with the Problem Manager.
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When the Problem has been created and saved, HDQA clicks the team name in the Owned by pane and assigns the Problem to 'SNCC-Sysops' or 'SNCC-Network' as directed by the service handling doc or SNCC staff.
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SNCC receives the Problem and links the Problem to the Outage from the Problem screen.
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HDQA links the original Incident(s) and any additional relevant Incidents they have received to the Problem. For instructions on performing this step, see WiscIT - Linking an Incident to a Problem.
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As calls continue to come in, Help Desk agents should link the Incidents to the Problem themselves. Level 1 agents should simply save the Incident at this stage; do NOT resolve these Incidents or escalate them to HDQA.
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When the outage is resolved, SNCC will go into the open Problem and select the Resolve Attached Incidents link on left side of screen; this will email all customers that their Incidents should be resolved. The email will direct customers to contact the Help Desk if they believe the issue is still occurring.
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If the problem needs follow-up investigation, SNCC will assign the Problem to the appropriate team.
After Hours Handling
None.
See Also
- UW-Madison Google Workspace - Non-core (Consumer and Unavailable) applications
- UW-Madison Google Workspace - Terms of Use
- UW-Madison Google Workspace - UW-Madison Google Workspace Accounts vs. Personal Google Accounts
- UW-Madison Google Workspace - Eligibility
- UW-Madison Google Workspace - Known Issues
- Help Desk - Deactivation Timeline for Microsoft 365, Google Workspace, Zoom, Box, Qualtrics
- Help Desk - Requests for Microsoft 365 and Google Workspace account deactivation extension (Former Students)