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Remote support for Microsoft 365 and Azure
From adding a user and resetting a password to investigating a compromised account and running the security policy across several tenants. Monthly term on every plan. Service levels with consequences. And the hourly option stays for anyone who would rather pay as they go.
The routine, done properly
A company with a competent IT contact who does not want to spend the week on tickets.
Incidents handled, security kept current
Anyone handling client data, anyone who has had a phishing incident, anyone with remote staff. Most clients land here.
The estate run as a whole
Several entities or tenants, a works council, regulated data, or a board that asks for evidence.
Prices per user per month, invoiced by the entity for your country in its currency. Volume pricing from 250 users. Hourly support at €150 / £120 / $150 remains available without a plan — details here.
Start a plan
Five fields. You get back a written confirmation of scope, price and start date within one business day. Nothing is billed until you approve it.
The catalogue
Included without limit on every plan. Requests, not incidents: someone needs something done and there is a known way to do it. Same business day when logged before 15:00 UTC.
Create a user with licences, mailbox and OneDrive · offboard a leaver the right way · password and MFA reset · name, title, manager changes · guest accounts
Shared mailboxes and permissions · distribution lists and groups · forwarding, auto-replies, delegates, calendar permissions · simple mail-flow rules · quarantine release, allow and block senders
Create Teams, sites, channels · permission changes · restore deleted files, folders, sites · external sharing settings · leaver file access
Intune enrolment and troubleshooting · remote wipe or retire · deploy catalogue apps · compliance status
Assign, reassign, remove · add seats · explain what a licence includes and whether a cheaper one would do
Diagnose sign-in problems · check Conditional Access impact · unblock a user · explain a Microsoft error and fix the configuration behind it
Fair use. A catalogue request takes an engineer under 30 minutes. If a request is really a project — “move these 400 users to a new department structure” — we say so before starting and quote it.
Service levels
Response, update cadence, escalation and reporting are committed. Resolution time and platform availability are not: the first is largely Microsoft’s, the second entirely. We publish targets for both and report against them.
| Business hours, 07:00–01:00 UTC, Mon–Fri | Hourly | Essentials | Managed | Governed |
|---|---|---|---|---|
| P1 response | 2h | 2h | 1h | 1h |
| P1 updates | — | every 4h | every 2h | hourly until contained |
| P2 response | 4h | 4h | 4h | 2h |
| P3 response | 4h | 4h | 4h | 2h |
| P3 catalogue completion | — | same business day | same business day | same business day |
| P4 response | 8h | 8h | 8h | 4h |
| Senior escalation | on request | P1 at 4h | P1 at 2h · P2 at 8h | P1 at 1h · P2 at 4h |
| Named engineer | — | — | yes | yes + deputy |
| SLA report | — | — | monthly | monthly, misses explained |
| Credit on missed P1/P2 response | — | — | 1 day of fee per miss, cap 20% | same |
Priorities
The client sets the priority when logging. We may adjust it and say why. Definitions with examples, so it is never an argument during an incident.
| Priority | Definition | Examples |
|---|---|---|
| P1 — Critical | Business stopped for many people, or an active security incident | Mail not flowing for the company · all users locked out · confirmed account compromise |
| P2 — High | A team or a key person blocked; a security alert needing investigation | Finance cannot open SharePoint · a director cannot sign in · high-severity Defender alert |
| P3 — Normal | One person impaired with a workaround; catalogue requests | Shared mailbox permissions · new user · a device will not enrol |
| P4 — Low | Questions, advice, scheduled changes | Which licence for this role · plan a Conditional Access change for next month |
Channels and tickets
Everything becomes a ticket, whichever way it arrives. That is the discipline that makes the monthly report true.
Zendesk, with single sign-on through your own Microsoft 365 account. Log, track and comment; see history and the monthly report. Named contacts get access on day one, and a client leaving the plan takes a full export.
support@itpartnerhq.com creates a ticket automatically and replies with the number. Anyone at the client can use it for catalogue requests; requests that change access or data for another person are confirmed with a named contact first.
+44 20 8142 5752, for critical incidents during cover, by named contacts. The call creates the ticket; the work continues in it.
On Managed and Governed: a channel between our tenant and yours with the named engineer. Quick questions, screen-shares, change coordination. Anything that becomes work is logged.
Licence assignment, reassignment and removal; adding seats; renewal reminders six weeks ahead with commitment-term advice; partner-of-record administration; escalation to Microsoft on subscription and billing faults; service-health notices that affect you; and the free annual licensing review. Response 4 business hours on licensing matters.
Anything in the service-desk catalogue — users, mailboxes, permissions, devices — is hourly or a plan. Stated so the boundary is never a surprise, and so the step to Essentials is clear: same team, same portal, the catalogue included.
For catalogue requests, yes: anything on the list, as often as needed. The boundary is by type, not by hours. A catalogue request is one an engineer completes in under 30 minutes with a known method. If a request turns out to be a project, we say so before starting and quote it.
On Managed and Governed, a missed P1 or P2 response earns a credit of one day of the plan fee, applied to the next invoice, capped at 20% of the month. Stated because a service level with no consequence is a wish.
No. A large share of Microsoft 365 incidents are resolved on Microsoft’s side, and we will not commit to a number we do not control. We publish resolution targets and report against them monthly, but they are targets.
Portal on Zendesk with single sign-on through your Microsoft 365 account; email to support@itpartnerhq.com, which creates a ticket automatically; phone for critical incidents; and on Managed and Governed, a shared Teams channel with your named engineer. Everything becomes a ticket, whichever way it arrives.
Licence administration, seat changes, renewal reminders six weeks ahead, partner-of-record actions, escalation to Microsoft on subscription and billing faults, and the free annual licensing review. Anything in the service-desk catalogue is hourly or a plan.
Any month. The term is monthly on every plan. If we are not worth the fee, you should not pay it.
No. Migrations, consolidations, Azure moves and Intune rollouts are quoted separately at published starting prices. Plan clients get scoping at no charge; Governed clients get priority scheduling.