The initial phase involves design of the service provision from Google.  As a new external supplier to your enterprise business, you will need to decide which of services in the Google family to offer and how to control access, how to manage service levels, how to monitor availability of the service and escalation routes for incidents. 

Google Apps is principally supported via self-help systems such as the online help forum.  NetInfo can provide real-time support and assistance to your users through our managed service desk for service requests and incident management.  Service requests may require the adoption of gadgets or labs to provide additional features.  These tools will need assessing and testing before release to users potentially via an approved gadget list.

Service Level Agreement for Google Apps is published on the Google site and availability of Google Apps can be monitored via the online status dashboard.