You have migrated your business-critical applications (e-mail etc.) to Office 365. Things work a little differently with Microsoft compared to beforehand, when you could switch the server and then use monitoring tools to keep an eye on the status of your e-mail environment. Although Microsoft offers a 99.9 percent up-time guarantee with its SLA, it is still possible that you will encounter a couple of bugs. You have less control over the availability and performance of the environment. You can rely on the basic support provided by Microsoft if something happens, or can decide to conclude a Premier Support contract. If you opt for basic support, you and hundreds and thousands of other customers throughout the world will be directed to the Tier 1 Support Desk, without any guarantee that the problem will actually be solved. You may also incur additional costs, and in the worst-case scenario will have to accept a response time of 72 hours. Another option is to conclude a costly Premier Support contract. But that is too much of an investment for many organizations.
We offer unlimited support 24/7 to answer technical and functional questions. We are also able to monitor the Office 365 environment and the matching on-premises components. We simulate user activity in Office 365 every 60 seconds, which allows us to identify the source of the performance glitch. We also compare response times with those of other customers. In cases of malfunction, we will inform you proactively and cooperate with you to decide on how to proceed. Our Monitoring Service provides an overview of the entire environment, so we can quickly determine where the problem lies and which responses are necessary. This is practical, because if Microsoft happens to be the problem, we can forward the call directly to the right point of contact at the Microsoft Premier Support Desk and escalate as necessary. We have an unlimited Microsoft Premier Support contract and can therefore offer targeted problem analysis and ideal solutions.