Companion FAQ
Common questions about how Companion works. Have one not answered here? Ask directly.
How does a Companion engagement start?+
There are two paths. If you're migrating to Google Workspace, NeuGenity handles the migration project and Companion picks up as soon as migration completes, since we set everything up to best practices during the project. If you're already on Google Workspace, you start with a $499 Workspace Health Check to see what's working well and what needs attention, then purchase Configuration projects to handle the priorities. Companion takes over ongoing management once that work is done. Clients with a recent NeuGenity Health Check can skip ahead to the Configuration step.
What's included in the $125 per user per month?+
Google Workspace break-fix support and troubleshooting, user lifecycle automation through NeuGenity's managed Workspace platform (powered by Patronum), routine access changes and policy enforcement, publishing apps to existing Cameyo environments, monitoring backups and security event logs, domain changes (primary domain rename, subdomain additions), and a Quarterly Strategy Review. Subject to a Fair Use volume policy: typical SMB usage is included; excessive volume is discussed and may move to a separate engagement. Google Workspace licenses and third-party application licenses are billed separately.
What is Google Workspace break-fix?+
Google Workspace break-fix is the day-to-day support work that keeps your Google Workspace tools running smoothly for your team. The scope is specifically Google Workspace itself, not the rest of your business technology stack. If a tool isn't part of Google Workspace, Companion doesn't cover support for it. Common examples of what's outside scope: accounting software (QuickBooks, Xero), CRMs (Salesforce, HubSpot), line-of-business applications, desktop software, printers, networking equipment, server hardware, and any SaaS tool not directly integrated with Workspace. Typical Google Workspace break-fix work includes: a Gmail message not delivering or going to spam, a Drive file someone can't access, a Calendar invite that's not syncing, a Meet link that's misbehaving, a Chrome sign-in that won't authenticate, a mobile device that's not pairing with Workspace properly, a 2FA prompt that's stuck. It also covers small administrative requests like adding an email alias, updating a Google Group, changing access for an existing user, or troubleshooting a third-party app integration that touches Workspace. What's NOT covered by Google Workspace break-fix: deploying something new for the first time (that's a Configuration project), training your team on Workspace basics (that's a separate Training engagement), and any issue in a system outside Google Workspace.
What's the difference between "Run" work and "Build" work?+
Run is the ongoing operation of your existing Workspace setup: Google Workspace break-fix support, user lifecycle, policy maintenance, monitoring. Build is larger structural work: deploying new ChromeOS device fleets, setting up new Context-Aware Access or DLP architectures from scratch, large tenant mergers, new SaaS SSO integrations. Larger work that needs scoping, testing, or phased rollout is handled as a separate Configuration project, which keeps both sides clear on timeline and cost. Examples: publishing a new app to your existing Cameyo setup is Run. Setting up Cameyo for the first time is Build.
What's the response time?+
Business hours are 8:00 AM to 5:00 PM Mountain Time, Monday through Friday. Chat acknowledgments via Google Chat are immediate during business hours. Formal ticket and email response is 4 business hours. Urgent or business-down issues are prioritized regardless of channel with a 1 business hour acknowledgment target. Support is delivered directly by Christopher Samuels, not by a rotating ticket queue or junior tech.
What happens if my team grows or shrinks?+
User counts are reviewed monthly. Adding users prorates the next invoice. Removing users takes effect at the next billing cycle. Significant headcount changes (more than 30 percent in either direction) may trigger a Workspace Health Check refresh because they materially change the environment. The 5-user minimum applies throughout the term.
What's the contract length and can I cancel?+
Companion runs on an annual term, billed monthly. Renewals are automatic unless you give 30 days notice before the renewal date. Mid-term cancellations are reviewed case-by-case. The MSA details the specifics on early termination, refunds, and renewal mechanics.
What does the Workspace Health Check actually find?+
A 70-point diagnostic across admin console, user permissions, sharing settings, email security (SPF/DKIM/DMARC), DLP policies, 2FA enforcement, mobile device management, and compliance posture. You receive an executive summary and technical findings, prioritized by severity. The Health Check is diagnostic only; remediation happens through separate Configuration projects, which you decide whether to pursue.
Learn more about the 70-point assessment.
How does billing work?+
Monthly billing in advance via ACH, credit card, or invoice. Companion managed service is one line item. Google Workspace licenses and third-party application licenses are billed separately, typically as additional line items on the same invoice. Workspace Health Check and Configuration projects are one-time fees, billed at engagement start.
How is NeuGenity different from Google's own support?+
Google's own support handles platform-wide issues across millions of accounts. NeuGenity knows your specific environment: your users, your folder structure, your security configuration, your business. When something needs to change, Christopher acts on it directly based on your existing setup, without a full briefing from scratch every time.
Can NeuGenity manage email signatures across our whole organization?+
Yes. NeuGenity deploys and manages company-wide email signatures across Google Workspace, so every message your team sends carries consistent, professional branding. You are not relying on individual employees to configure their own signatures correctly.
How does a small business get dedicated Google Workspace admin support?+
Companion is NeuGenity's dedicated Google Workspace administration for small businesses. You work directly with Christopher K. Samuels, a Google Workspace Certified Administrator and Google Workspace Partner, who handles provisioning, offboarding, security configuration, email signatures, and optimization. No ticket queues and no rotating junior techs. Schedule a free consultation to start.
