Managed Solution shall provide remote help desk technical support services to Client’s authorized end users on a 24/7 basis. Support shall be delivered in real time through one or more mutually agreed communication channels, which may include telephone, email, a ticketing system, customer portal, or other approved methods documented in writing. Services shall be provided under a co‑managed support model, pursuant to which Managed Solution supplements Client’s internal IT resources by performing designated operational, administrative, and end user support functions. Client retains primary responsibility for overall IT strategy, system architecture, infrastructure ownership, vendor relationships, and final decision‑making authority unless explicitly delegated to Managed Solution in writing.
Managed Solution shall provide Level 1 and Level 2 support services, including initial triage, troubleshooting, resolution, escalation, and documentation of incidents and service requests. Services include, but are not limited to, the following:
-
Administration and support of Microsoft Active Directory, Microsoft Entra ID (Azure AD), and Microsoft 365 identity services
-
User lifecycle management, including account provisioning, modification, suspension, and deprovisioning
-
Password resets, multi‑factor authentication support, access and role assignment, and distribution group management
-
Troubleshooting authentication, authorization, and directory synchronization issues
-
End user support for Microsoft Exchange Online, Microsoft Teams, SharePoint Online, and OneDrive
-
Assistance with email delivery, calendaring, shared mailboxes, file access, permissions, and collaboration functionality
-
Troubleshooting client‑side configuration and service‑related issues within supported platforms
-
Remote diagnosis and troubleshooting of workstations, laptops, printers, and supported peripheral devices
-
Assistance with operating system‑level issues, device connectivity, and user‑reported performance problems
-
Support is subject to device eligibility, network accessibility, and other constraints defined in the Assumptions & Limitations section
-
Support for Microsoft Office and Microsoft 365 applications
-
Assistance with approved SaaS platforms and vendor‑supported business applications utilized by Client
-
Coordination with third‑party vendors as necessary for issue resolution, excluding application development or unsupported software
-
Configuration and support of end user VPN and remote access solutions
-
Troubleshooting connectivity issues impacting user access to corporate resources
-
Services are provided in accordance with Client security policies and subject to limitations defined in the Assumptions & Limitations section
Managed Solution shall use commercially reasonable efforts to respond to and resolve incidents in accordance with agreed‑upon service levels. All work performed shall be documented within the designated ticketing system. Services not expressly included herein, including Level 3 support, infrastructure redesign, or project‑based work, shall be considered out of scope unless separately authorized in writing.