Microsoft 365 Support Services

Yes, and Microsoft's support is competent for problems with the Microsoft platform itself. What it is not is contextual: it starts by establishing who you are and how you are configured, it cannot see your DNS or your other systems, and it is scoped to the product rather than to your setup. A great many Microsoft 365 problems are actually DNS problems, third-party system problems, or consequences of a configuration decision — all outside what Microsoft's queue will address.

Support is reactive: something is broken and you need it working. Administration is the recurring proactive work — joiners, leavers, licence housekeeping, policy as the business changes. Most clients want both, and they are often bundled. The distinction matters because support alone leaves the tenant drifting between incidents.

Response commitments are agreed per client and written into the arrangement rather than advertised as a single figure here, because a five-person business and a hundred-user business reasonably need different things. What is consistent: urgent issues go by phone and are picked up during your working hours, and we tell you what we have committed to rather than leaving it vague.

For effective support, yes — delegated administrative access so we can look at the problem rather than talking you through screenshots over the phone. You grant it, you can see it, and you can revoke it at any point. We will work without it if you prefer, and you should expect resolution to take noticeably longer.

Yes, and a fair share of our support work is exactly that. We normally start with a short review so we know what we are dealing with, because supporting a configuration nobody has looked at means diagnosing the setup and the problem simultaneously. That review often turns up things worth fixing regardless.

No. We support tenants whose licences are bought elsewhere. Buying through us as a CSP reseller puts billing and support in one place and gets you an INR invoice with GST, but it is not a precondition.

For agreed scenarios — a migration cutover, a live security incident such as a compromised mailbox — yes, and that is arranged in advance. Routine support runs during business hours. We would rather be straightforward about that than advertise round-the-clock cover we would resent providing at 3am.

Quoted monthly based on user count and what is in scope, rather than per incident or hourly. Per-incident pricing makes people hesitate before reporting something, which means small problems are discovered late as large ones. A monthly figure removes that hesitation, which is the entire point.