Managed Support & Helpdesk (1st & 2nd Line) - Microsoft 365 Business Premium (per user, per month) - Initial Term

Prerequisites

·         Microsoft 365 Business Premium licence for each user.

·         Supported Microsoft 365 tenant and Entra ID environment.

·         Domain hosted on D8A nameservers and managed within D8A control panel.

·         Administrative access to Microsoft 365 tenant.

·         Supported Windows devices for full feature utilisation.

·         Devices managed via Intune for policy enforcement.

·         Reliable internet connectivity.

Setup

·         Assignment of Microsoft 365 Business Premium licence.

·         User account creation and configuration.

·         Email mailbox setup and configuration in Exchange Online.

·         Domain and DNS configuration for email services including MX, Autodiscover and SPF.

·         Installation and configuration of Office applications.

·         Microsoft Teams, SharePoint and OneDrive provisioning.

·         Initial security configuration including MFA and baseline security policies.

·         Setup and configuration of Microsoft 365 admin services including Entra ID, Intune, Defender, Exchange, SharePoint and Purview.

·         Device enrolment and management configuration through Intune.

·         Initial policy configuration for security, compliance and device management.

·         Documentation of tenant, user and service configuration.

·         Detailed configuration of each individual service is covered within the respective service components.

Maintenance

·         Monitoring of Microsoft 365 service health and availability.

·         Management of users, licences and permissions.

·         Security posture monitoring across Entra, Defender and related services.

·         Policy compliance monitoring for device, identity and data protection policies.

·         Office application updates and patch management, requiring management via Intune and patch management via Avast where applicable.

·         Ongoing optimisation of tenant configuration and policies.

·         Review of identity, device and security configurations against best practices.

·         Coordination with Microsoft service updates and platform changes.

·         Reporting on usage, security posture and licensing.

Support

·         Troubleshooting email, collaboration and platform issues.

·         User account, access and authentication support.

·         Support for Teams, SharePoint and OneDrive usage issues.

·         Investigation of identity and access issues in Entra ID.

·         Device management and policy troubleshooting in Intune.

·         Security-related support including Defender alerts and incident guidance.

·         Assistance with compliance and data protection queries.

·         Escalation to Microsoft support where required.

·         Ongoing guidance on Microsoft 365 security, compliance and best practice.