Microsoft 365 managed support services

Day-to-day user requests, tenant administration, Teams, SharePoint and Exchange Online, identity and Conditional Access, Intune device management and Purview information protection. Your service agreement sets out exactly which technologies and activities are covered.

Larger pieces of work, such as migrations, major configuration changes or third-party applications, are scoped and priced separately. Device rollout and refresh projects are scoped separately, then handed into managed support.

Either. We can be the first point of contact for your users, or work as second- and third-line support behind your IT team. During onboarding we set who raises requests, who owns each activity and how incidents move between teams.

Support hours, incident priorities and response targets are set out in your service agreement. Response targets describe when we engage with an incident; resolution times depend on its complexity and may also depend on Microsoft or other providers.

If you need out-of-hours or critical-incident cover, our 24/7 service desk provides it.

Yes. We run a structured handover covering your tenant, documentation, administrative access, open tickets and escalation routes, with knowledge transfer and a readiness review before go-live. Timescales depend on your environment and how much documentation is available.

Yes. Konsolute has UK-based engineers holding SC (Security Check) and DV (Developed Vetting) clearance for government, nuclear and regulated organisations. Clearance and access requirements are confirmed for your tenant before onboarding.

No. Microsoft 365 subscriptions are separate from the support service. We can manage licence assignment and removal as part of your support, and your quotation confirms how subscriptions are supplied and which licences you need for the features in scope.

Pricing is based on your number of users, the services in scope, tenant complexity, the hours of cover you need and the responsibilities your internal team keeps. Share those details and we’ll provide a clear quotation, with any onboarding or project work priced separately.

Access is set during onboarding and granted only where it’s needed. We document what access we hold, how it’s approved and reviewed, and remove it promptly when responsibilities change or the service ends.

Yes, where it’s in scope. Tell us about any on-premises Active Directory, Exchange, devices or third-party systems during discovery and we’ll assess them before confirming coverage. Connected systems are included only where we’ve explicitly agreed to support them, so responsibilities are never assumed.

We investigate the reported impact and review service-health information to establish whether the issue is with Microsoft, your configuration or a connected service. Where required, we coordinate escalation and communicate workarounds and updates. Restoration of a Microsoft platform outage remains dependent on Microsoft.

Only where explicitly agreed. We assess recovery requests against the available tools, permissions and data protection arrangements. Third-party backup administration and recovery testing are included only when scoped, and not every deleted or changed item can be guaranteed recoverable.

Not by default. Licensing, permissions, data access and solution ownership can introduce additional requirements, so we discuss these workloads during discovery. Copilot deployment, custom agents, Power Apps and Power Automate solutions are scoped separately from standard Microsoft 365 support.

User numbers, licensed services, supported devices, tenant and hybrid dependencies, current support arrangements, known issues and required coverage hours. We also confirm internal ownership, administrative access, security escalation and any planned projects.