Frequently Asked Questions
G Suite Configuration
- Does your dedicated representative need to come to our company in person when we use your setup and activation service?
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It isn’t necessary. All implementation procedures can be done remotely.
We will send an email after completion of setup to inform your administrator of the activation of service and to provide an instruction manual. - What information do you need for implementing G Suite?
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Please provide the setup site address and domain administrator’s account and password for your domain hosting. You will also need to complete our user account application form.
- How long does it take to migrate to/implement G Suite?
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If you choose to use G Suite implementation service provided by TS Cloud, we will be able to complete the implementation process within 3 working days.
As the time for DNS to take effect cannot be manually estimated, you may be able to officially start using the new service within 1 day if DNS record becomes effective immediately.
Migration Service
- If the company already has a mail server, can more than two mail servers be used?
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Yes. However, because each host does not necessarily provide forwarding functions, if you have the need, you can refer to the existing Existing Email System+G Suite or contact our specialists for more information.
- In the process of switching the mail server, will email messages be lost? Will the mails sent by the customer disappear?
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During the migration process, an email may be sent to G Suite or the old host. Therefore, we recommend using software recipients such as Outlook. When the migration is completed, please save the mails on the old host before making POP3 or IMAP changes.
- Can I transfer the mails from the existing mail server to G Suite? how to proceed?
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Depending on the mail server your company is using, different environments will have different migration best practices. You can refer to this article for instructions on how to migrate your mail to G Suite.
Existing Email System+G Suite
- How is the migration done?
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First of all, we will have to configure routing, gateway, and filtering settings from G Suite and then enable email forwarding from the current mail server. This means that the whole process requires settings configured on both sides. We will assist you with all the G Suite side of settings. You can choose to let us help you with the configuration of your current email system if it is okay to grant us the permission to log in to your system; otherwise we can also work with your outsourced vendor to have this completed.
- Is there a minimum number of accounts requirement for this Email Co-Exist Program?
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Since email coexistence requires several settings to be done on both G Suite and the current mail server, it is best for companies of 20-30 people with a minimum of 10 G Suite licenses and the one-time fee of the configuration service is around RM2,680. If your company is under 20 strong, we recommend a complete changeover to G Suite. (For complete changeover, the configuration service fee is RM50/user.)
- We have staff who travels to China frequently, will that be a problem?
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For accessing G Suite in China, it is best to connect through a MPLS solution or through international roaming. If there’s a limited budget, SD-WAN is a relatively affordable option. There will be no problem sending and receiving emails to and from China when accessing G Suite in other places in the world. However, when it comes to using G Suite in China, the accessibility of G Suite depends on the government regulation. If your company requires a stable email service for long-term use, think twice about whether to use G Suite or not.
G Suite Value Pack for Startups
- Can I choose a domain name other than .com and .com.my?
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This value pack is bundled with a .com or a .com.my domain. If you wish to apply with other domain of your choice, please contact us directly for a quotation.。
- If I had already purchased a domain, am I still eligible to buy the value pack?
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We are sorry that this G Suite value pack is designed specially for startups who have not yet registered a domain. If you have already registered a domain, you will not be eligible to buy the value pack. However, you are welcome to contact our sales directly for licence purchasing and other services.
- What is Google Sites?
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You can use Google Sites to build a corporate portal site for your business as the homepage or a place for teams to collaborate. You can easily drag files from Google Drive and arrange how you want the page to display without having to write a single line of code.
Enterprise Yearly Support
- If we don’t know how to use G Suite, what assistance do you provide?
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If you encounter any configurational or operational issues while using G Suite, you can call or email TS Cloud during office hours. If you would like to shorten self-learning time after implementation, you can also choose to purchase our G Suite Training Course.
- If we don’t know how to use G Suite, can you directly sign in to our Admin console and set it up for us?
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We provide online technical support consultation. If you have any difficulty in operating your Admin console, we can assist you via phone or email. We are unfortunately unable to directly sign in to your company’s Admin console to make any changes. If you wish to have a dedicated representative execute setup and changes, you can choose to purchase our G Suite Management Service.
G Suite Training
- Can the online courses be accessed on mobile devices?
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Yes. Your employees will be able to access the online course via all devices. Apart from internet browsers, it runs on Google classroom which is available as a free download.
- Do the online courses require dedicated software to run?
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The online courses can be accessed via all devices. Apart from internet browsers, it runs on Google classroom which is available as a free download.
- Our employees are located in Malaysia and all around the world. What are the suggested ways of having them trained?
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Our online trainings are most suited for such spread of employees. Since this is an online course, it can be accessed anywhere. Upon purchase, existing and future employees gained unlimited access to the material.
- Do you provide customized trainings?
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Yes we do. The course content tailored to your company’s needs and can be delivered at your office. For more details, please contact to our friendly customer service officers.
G Suite Managed Service
- If we have a problem with G Suite, would you send someone to our company to handle it?
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Because G Suite is a cloud-based service and its technology is very mature, if you have problems with the operation, we can assist you remotely.
- If our company has an urgent requirement that needs your assistance, is your team able to handle it in a timely manner?
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As long as it is working hours, whether it is a phone call or email, you can contact the specialist to assist you. If you choose to contact by email, you can get a reply within 24 hours.
- If I have already purchased a G Suite account, can I purchase the G Suite Managed Service midway through the contract period?
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Yes, you can purchase the G Suite Managed Service at any time during the contract period. If you have the need, please feel free to contact your G Suite service specialist.
IP Restriction and SSO
- When defining IP locations, can multiple IP groups be set?
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Yes, multile IP groups can be set.
- As basic edition user, can a portion of the users be upgraded to higher edition?
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Only 1 edition type is supported for each Guite Console.
- Is trial use available for CloudCode?
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Yes, thru TS Cloud, 7 days trial use of CloudCode is available for our customers with support directly from CloudCode. A yearly license fee is applicable after trial and based on number of users.
G Suite Email Auditing
- Is there a limitation on the number of administrators?
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No. You may appoint as many admins as you want according to your need.
- How is the fee calculated for users that are added later?
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The additional licenses purchased after the initial commitment are prorated. You’re billed monthly for a portion of your annual commitment for RM5 per month. Rates are applied to each month or part thereof.
- Can TS Cloud help with the configuration?
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Yes. We will do the configuration for you with the help of the solution provider.
- If any troubles and issues occur, how do you get support?
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We provide support service after implementation via phone or email should to our customers should there be any troubles and issues.
Yet to use G Suite
- Is domain name necessary for corporate mailbox?
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Absolutely. Corporate mailbox should bear your company’s name in the domain name. It has to be registered, verified and added to the GSuite console before use. Please contact our friend customer service officer if you need help in registering a domain.
- Are we allowed to use different editions in the same domain?
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The quick answer is no. However, if you have more than 350 users on Business Edition, other users can be on Basic Edition.
- We do not need anything more than email. Can we buy just email function?
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G Suite comes as a suite of cloud based tools and it cannot be broken up and sold individually. The suite comes with all other functions such as cloud drive, office productivity, calendar and video conference capabilities which are all designed to enhanced your productivity.
- Does Gmail support email blasting? What is the limit?
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It is not recommended to do email blasting on Gmail. Instead, we would advise using Groups or distribution list in G Suite for mass mailing.
Business Edition has not restriction to group based mailing. The limit per day is 200 emails per accout. All editions are restricted to 500 users per email.
Please visit the following for more details
ttps://support.google.com/a/answer/167085?hl=en
https://support.google.com/a/answer/166852?hl=en - We have multiple domains, can they be used simultaneously?
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Yes, multiple domains is supported where you can set the primary domain (the domain used to during registration), the secondary domain (the other domains that you have) and domain alias (ie domain name, used as an alias for other domains).
Managing multiple domains:
https://support.google.com/a/topic/29164
How to setup multiple domains:
https://support.google.com/a/answer/7502379?hl=en&ref_topic=3542755
Whom to purchase G Suite from
- As user of free edition of G Suite, can we purchase it through your company?
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If you are currently on the free edition of G Suite, you can upgrade to paid edition of G Suite and then transfer your account to TS Cloud by giving us the“transfer token”. Such transition will not affect the use of G Suite.
- As trial user of G Suite, can we purchase it through your company?
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As trial edition of G Suite, you can upgrade to paid edition of G Suite and then transfer your account to TS Cloud by giving us the “transfer token”. Such transition will not affect the use of G Suite.
- We are users of G Suite and it’s fulfilled throught other resellers. Can we switch over to be fulfilled through your company?
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As existing users of G Suite, you can upgrade to paid edition of G Suite and then transfer your account to TS Cloud by giving us the “transfer token”. Such transition will not affect the use of G Suite.
- We are users of G Suite and we are paying for the licensee fee through credit card. Can we switch over to be fulfilled through your company?
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If you are currently on the free edition of G Suite, you can upgrade to paid edition of G Suite and then transfer your account to TS Cloud by giving us the“transfer token”. Such transition will not affect the use of G Suite.
License Fee and Payment Methods
- What are the payment methods?
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We accept bank transfers (TT).
A direct transfer of RM264 or RM499 x no. of accounts - We have been buying directly from Google, how will the invoicing be handled should we be fulfilled thru your company?
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Google will charge the fees you have used before the transfer, but we will pay for Google on the day of the transfer until the contract expires. The amount of the original bill before the transfer can be confirmed by calling Google Support.
- We are using the Basic version currently. Should we upgrade to the Business version half way, how is the fee calculated?
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As basic version user, you can upgrade to Business or Enterprise version at any point in time. We will refund the lower version unused period charge you the new version from the switch over date.
- Should there be new tools and functions being added, how will the fees be charged?
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If the G Suite license has not reached the purchase limit, it can be added directly. If it reaches the limit, it has to be purchased separately.
Additional accounts added during contract period shall be pro-rated and aligned to contract end date, rounded off to the full month.
