google apps in schools

just a few notes on developing the student email system through google apps, with the 1826 students added to the system, I have been thinking about how the helpdesk and abuse of the system will be handled. What policy will be needed to help with this. I know that we are getting our acceptable use agreement sorted, but we need something more manageable at this stage. What do the students do with abuse claims, harrassment. These are students here.