Microsoft Enterprise Support Services
Microsoft Enterprise Support Services offers reactive support AND proactive services for enterprise customers who have made significant Microsoft technology investments.
Nearly a decade before Microsoft developed its new and untested Microsoft Unified Support program, IncWorx developed our SharePoint Support Services program. The goal of the program was simple. We wanted to provide a comprehensive support option that outshined Microsoft’s premier support. This meant a consistent support experience that avoided the high costs and frustrating process many users were used to. Since then, we’ve created a support offering that covers nearly all of Microsoft’s products in a single program.
Service Details
Dedicated Resources
Our enterprise package offers a dedicated resource backed by our entire team, ensuring you always have access to the right expert.
Extended Support Hours
Extended support hours ensure your team gets access to team of experts from 8 AM-6 PM.
Comprehensive Coverage
Provides coverage for end users, administration, strategy, development and 3rd party tools.
Flexible Contract Options
Choose from Month-to-Month or Annual options and select the number of hours per month that works best for you.
Extension of Your Team
IncWorx can act as a natural extension of your own internal IT staff, working in tandem, supporting and educating them.
Short Response Times
Responses in less than 2 hours – the best we offer! Also, business doesn’t stop, so 24/7 emergency response is also included.
Managed Support Services
Comparison Chart
 | |||
|---|---|---|---|
| End User | Professional | Enterprise | |
| 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 Month-to-Month | Annual or Month-to-Month | Annual or Month-to-Month |
| Plans starting at | 5 hours/month | 5 hours/month | 40 hours/month |
| Billing Frequency | Monthly | Monthly | Monthly |
| Service Hours | 9am-5pm | 9am-5pm | 8am-6pm |
| Response Time SLA (hours) | 4 | 4 | 2 |
| Resources | Dedicated Team | Dedicated Team | Dedicated Agent |
| Communication Options | |||
| Web ticketing system | Yes | Yes | Yes |
| Email Support | Yes | Yes | Yes |
| Phone Support | Yes | Yes | Yes |
| 24x7 Emergency Line | No | No | Yes |
| Support Areas | |||
| End User | Yes | Yes | Yes |
| Administration | No | Yes | Yes |
| Advisory | No | Yes | Yes |
| Development | No | Yes | Yes |
| 3rd party tools | No | No | Yes |
| Office 365 Technologies | |||
| SharePoint | Yes | Yes | Yes |
| Teams | Yes | Yes | Yes |
| Delve | Yes | Yes | Yes |
| Forms | Yes | Yes | Yes |
| OneDrive | Yes | Yes | Yes |
| Skype for Business | Yes | Yes | Yes |
| Stream | Yes | Yes | Yes |
| Sway | Yes | Yes | Yes |
| Yammer | Yes | Yes | Yes |
| Flow | No | Yes | Yes |
| PowerApps | No | Yes | Yes |
| Power BI | No | No | Yes |
| Project | No | No | Yes |
| On-Premise Technologies | |||
| SharePoint Server | Yes | Yes | Yes |
| SQL Server | No | Yes | Yes |
| Microsoft .NET | No | Yes | Yes |
| Windows Server | No | Yes | Yes |
| Active Directory | No | Yes | Yes |
| Project Server | No | No | Yes |
| SSRS | No | No | Yes |
| Cloud Technologies | |||
| Azure Active Directory | Yes | Yes | Yes |
| PaaS (Azure, AWS) | No | Yes | Yes |
| IaaS (Azure, AWS) | No | No | Yes |
FAQ
Frequently Asked Questions
How are others using the program?
What are some key differences between the Annual vs. Month-to-Month plans?
Do services include more than break-fix help?
How long will I have to wait for help once I’ve reached out to IncWorx?
Will working with IncWorx require a large effort from our team?
We know your time is important, so we’ve developed methods which help to minimize the impact on your team. During our onboarding we will work to identify key team members who will help us understand your business, culture, and processes. Beyond that, the level of involvement from your team is up to you.
What if we don't use all of our Microsoft support hours in a given month?
We understand that needs can fluctuate each month which is why unused hours rollover to the next. See your plan’s terms and conditions for complete details.
Will I have to start over with a new resource each time I contact IncWorx?
My team is technical, how will this program help?
Our clients enjoy the diversity of skills across our entire team, from business analysts to extreme techies. When working with a technical team, we often work to overcome challenges and prove out technical concepts. Our customers use IncWorx as a sounding board for ideas that otherwise might require significant time and/or resources to consider.
What development languages are covered?
Our development team is comprised of experts with experience in numerous development languages. We pride ourselves in being up-to-date with the most recent trends such as SPFx and Azure App Services. We also know it’s critical to maintain knowledge in core languages such as ASP.NET and C#.
What 3rd party tools are covered by Microsoft Enterprise Support Services?
We currently cover a wide number of tools including Sharegate, Nintex, K2 Forms and Workflow, the AvePoint suite, and Metalogix. If you’re working with a tool that you don’t see listed here, ask our team about supporting it. Our experts have been exposed to numerous 3rd party tools over the years!
