Managed Support & Helpdesk (1st & 2nd Line) - Entra ID Connect (Directory Synchronisation) per environment/per user equivalent, per month) - Initial Term

Prerequisites

·         Supported Microsoft 365 tenant and Entra ID environment.

·         Supported Windows Server for Entra ID Connect installation.

·         Active Directory environment in a healthy and supported state.

·         Domain controllers must be in vendor support and less than 5 years old.

·         Supported manufacturer server hardware.

·         Server hardware should be covered by a valid manufacturer warranty.

·         Reliable network connectivity between on-premises and Microsoft 365.

·         Administrative access to on-premises Active Directory and Microsoft 365.

Setup

·         Installation and configuration of Entra ID Connect.

·         Configuration of directory synchronisation for users, groups and contacts.

·         Setup and configuration of Hybrid Entra ID Join for domain-joined devices.

·         Selection and configuration of authentication method such as Password Hash Sync or Pass-through Authentication.

·         Filtering configuration using OU, attribute or group-based filtering.

·         Initial synchronisation and validation.

·         Configuration of synchronisation schedules and settings.

·         Enablement of writeback features where applicable such as password writeback.

·         Security hardening and service account configuration.

·         Documentation of configuration and synchronisation scope.

Maintenance

·         Monitoring of synchronisation status and health.

·         Management of sync errors and remediation.

·         Updates and patching of Entra ID Connect server.

·         Review and optimisation of synchronisation scope and rules.

·         Monitoring of authentication services and performance.

·         Validation of directory consistency between on-premises and cloud.

·         Monitoring of Hybrid Join status and device registration health.

·         Capacity and performance monitoring of hosting server.

·         Periodic review of configuration against best practices.

Support

·         Support provided for systems that are in vendor support and under 5 years old.

·         Investigation and resolution of synchronisation failures.

·         Troubleshooting user, group or attribute sync issues.

·         Resolution of Hybrid Entra ID Join and device registration issues.

·         Troubleshooting authentication issues related to sync configuration.

·         Reconfiguration following directory, device or tenant changes.

·         Support for adding or modifying sync rules and scope.

·         Escalation to Microsoft support where required.

·         Recovery and rebuild of Entra ID Connect server if required.