End User Support
4-Hour Response Time SLA
Standard Business Hours
Annual & Month-to-Month Options
Extension of Help Desk
Managed Support Services
|Managed Support Service Overview||Comprehensive Level 1 Microsoft technology support for business end users.||Professional Level 1-4 support for your SharePoint farm, Office 365 tenant, SQL Server.||Ultimate coverage for heavy utilization of SharePoint, Office 365, SQL Server, Azure.|
|Managed Services Agreement|
|Contract Length|| Annual or |
| Annual or |
| Annual or |
|Plans starting at||5 hours/month||5 hours/month||40 hours/month|
|Response Time SLA (hours)||4||4||2|
|Resources||Dedicated Team||Dedicated Team||Dedicated Agent|
|Web ticketing system||Yes||Yes||Yes|
|24x7 Emergency Line||No||No||Yes|
|3rd party tools||No||No||Yes|
|Office 365 Technologies|
|Skype for Business||Yes||Yes||Yes|
|Azure Active Directory||Yes||Yes||Yes|
|PaaS (Azure, AWS)||No||Yes||Yes|
|IaaS (Azure, AWS)||No||No||Yes|
Frequently Asked Questions
What are my options for end user support?
Outsource end user support in its entirety or utilize our team as a natural extension of your own internal support team…the choice is yours. We support end users across the Microsoft stack of technologies including SharePoint, Office 365, Teams, Delve, Forms, OneDrive, Skype, Stream, Sway, Yammer and more.
What are some key differences between the Annual vs. Month-to-Month plans?
Annual plan benefits include equal monthly installments for highly predictable spend throughout the year, discounted rates, and the added ability to borrow hours from future months. Month-to-Month plan benefits include no long-term commitments, unused hours rollover in perpetuity, and easily increase/decrease hours for future months. Refer to the terms and conditions for each plan for complete details.
How long will I have to wait for help on an issue?
While we are contractually obligated to respond within your package’s SLA, our average response time is 33 minutes. That’s like having someone in your own environment. In fact, that’s how many of our customers describe the experience of working with IncWorx.
Will working with IncWorx require a large effort from our team?
No. Customers enjoy quick and seamless integration of our team with theirs through proven methods we’ve developed over the past 18 years. Your users will be receiving professional support in no time with minimal impact on your team.
What if we don't us all of our hours in a month?
We understand that needs change. Our Support Services hours roll over from month-to-month, giving you ultimate flexibility.
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