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Microsoft Enterprise Support

We understand supporting a large enterprise is complex. Our Microsoft Enterprise Support is designed to give you direct access to the entire team of experts necessary to support it.

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

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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
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 Support 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 Yes 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 Yes Yes
Cloud Technologies
Azure Active Directory Yes Yes Yes
PaaS (Azure, AWS) No Yes Yes
IaaS (Azure, AWS) No Yes Yes

Have Any Questions?

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Schedule time with one of our team members to discuss your unique situation and needs.

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FAQ

Frequently Asked Questions

How are others using the program?
Like many of our clients, you probably have needs and ideas but face challenges staying up-to-date with changing technology. It takes an entire team to fully maximize you investment in SharePoint, Office 365, SQL Server and more. The Office 365 stack alone includes tools like Microsoft Flow, PowerApps, SharePoint, Power BI, Microsoft Teams and more.
 
Each is a very powerful tool that our customers care about and need guidance on. We can help configuring out of the box features or integrating with other line of business data.
 
Our clients partner with us for our knowledge and our ability to determine the right tools for them.
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 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.
Do services include more than break-fix help?
Over the past 10 years, our support program has evolved into a powerful managed service. We focus on driving proper use, adoption, guidance, advisory and education.
 
It covers a variety of Microsoft technologies including SharePoint, the full-stack of Office 365 tools and many other Microsoft tools like SQL, .NET, Power BI, Flow, etc.
 
We also provide expertise in integrating and utilizing tools like Salesforce, Nintex, Sharegate, K2 and many others.
How long will I have to wait for help once I’ve reached out to IncWorx?
While we are obligated to respond within your plan’s SLA, our average response time is 33 minutes.
 
That’s like working with a team member who is already in your 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?

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?
You’re assigned a primary technical point-of-contact who will actively work to become a member of your team. Their number one goal is to understand your business, your environment and your users.
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!

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