Managed Support & Helpdesk (1st & 2nd Line) - Microsoft Exchange Online Plan 2 (per user, per month) - Initial Term

Prerequisites

·         Exchange Online Plan 2 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.

·         Reliable internet connectivity.

Setup

·         Assignment of Exchange Online Plan 2 licence.

·         User mailbox creation and configuration.

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

·         Mail flow configuration including connectors and routing where required.

·         Configuration of advanced mailbox features including archive mailboxes and retention settings.

·         Basic compliance and retention policy configuration where applicable.

·         Configuration of mailbox settings including quotas, forwarding and permissions.

·         Setup of shared mailboxes and distribution groups where applicable.

·         Initial validation and testing of email delivery and access.

·         Documentation of mailbox and mail flow configuration.

Maintenance

·         Monitoring of mail flow and service availability.

·         Management of mailboxes, permissions and distribution groups.

·         Management of archive mailboxes and retention policies.

·         Licence management and optimisation.

·         Basic security monitoring including mail flow anomalies and access patterns.

·         Policy compliance checks for retention and mailbox settings.

·         Review and optimisation of mailbox configuration.

·         Coordination with Microsoft service updates.

·         Reporting on mailbox usage and service status.

Support

·         Troubleshooting email delivery issues inbound and outbound.

·         Mailbox access and connectivity support including Outlook, mobile and web.

·         Management of mailbox permissions and delegation.

·         Support for archive mailbox access and retention policies.

·         Investigation of spam, phishing and mail filtering issues where not covered by separate email security services.

·         Support for shared mailboxes and distribution groups.

·         Assistance with password resets and MFA issues related to email.

·         Escalation to Microsoft support where required.