License only Clients
This document outlines the support we provide for Microsoft 365 services as part of our licenser only support package. Our support is designed to assist Microsoft 365 tenant administrators with deployment, issue remediation, and basic usage support, while minimizing risk through clear boundaries and exclusions.
Support Hours & Availability
Standard Support:
Monday to Friday, 09:00 – 18:00 (UK time) for all general service requests and technical assistance.
Priority 1 (Critical Impact) Support:
24/7 availability for critical incidents where Microsoft 365 services are unavailable or severely impaired across multiple users (e.g., mail flow stopped, Teams not accessible, authentication failures).
Who We Support
Support is provided for the services that relate to the licenses we provide where at least 90% of the licenses if that time are provided by Get Support
Support is provided only to users with administrative privileges in the Microsoft 365 tenant. We do not provide support directly to end users or non-admin staff.
Included Support Scope
We provide remote guidance and support for:
- Microsoft 365 Tenant Management:
• License allocation, user creation, password resets.
• DNS and domain configuration for Microsoft services.
• Basic security setup (e.g., MFA, conditional access advice). - Break-Fix Troubleshooting:
• Mail flow problems caused by misconfigured records or tenant settings.
• Outlook, Teams, SharePoint, or OneDrive connection issues.
• Login issues, access denials, and sync failures. - Deployment Support (Lightweight):
• Setup guidance for Exchange Online, Teams, SharePoint, and OneDrive.
• Support for Office app deployment - Case Escalation:
• We will liaise with Microsoft to escalate bug and service affecting issues
What’s Not Included
We do not make direct changes to your environment, devices, or network infrastructure. Instead, we will provide guidance and recommended steps so your administrator can implement the required changes.
We do not cover the following as part of our licensing only support but these are available for an additional charge:
- End-user training (e.g., how to use Excel, Outlook, Teams).
- Configuration of devices (e.g., laptops, phones, printers).
- OS or hardware support for Windows/macOS.
- On-prem or hybrid server setups (Exchange, Active Directory, etc.).
- Data migration projects (Google Workspace, PST imports, SharePoint moves).
- Scripting, automation, or custom development (e.g., PowerShell, Power Automate).
- Teams/SharePoint governance planning or advanced design.
- Support for third-party tools, firewalls, or non-Microsoft services.
SLA Targets
| Severity Description | Target | Response Time |
| P1 | Critical outage affecting multiple users | 1 hour (24/7) |
| P2 | Major functionality loss for one or more users | 4 business hours |
| P3 | Standard support requests or minor functionality loss | Same business day |
| P4 | Low-priority advice or admin guidance | 1–2 business days |
Note: While we provide a target response window, resolution times may vary depending on issue complexity or third-party/Microsoft escalations.
Important Limitations
- We do not make changes to customer environments — including device settings, firewalls, or Microsoft 365 tenant configurations. We provide clear guidance and recommended remediation steps to be implemented by your designated Microsoft 365 administrator.
- Support is limited to administrative users only. End-user or staff member requests should be escalated internally to an admin who can liaise with our team.
- Support is provided under a fair usage policy and may be reviewed in the event of sustained excessive request volumes or out-of-scope activity.
- Project-based services (e.g. migration, tenant reconfiguration, scripting) can be quoted separately on request.