Unified Support for 365 – The Solution for Your Future Workplace
Today’s workplace is no longer defined by traditional boundaries. The workforce of today wants – and needs – to communicate and collaborate with one another on the devices of their choice, in the time zones of their choice and in the office spaces of their choice. This kind of business evolution, paired with a growing digital maturity and advanced technologies, brings the need to organizations to change rapidly to capture the value in alignment with the intended business outcome. At the same time, the focus of many IT departments has shifted away from maintaining a functional environment to transform complete business processes through smart technology investments.
At SoftwareONE, we help you to shift your budget and valuable resources towards those tasks that matter most to your business. Within our Unified Support for 365 service, we work with organizations of all sizes to help them build the foundation for increased availability through sustainable support to get the most out of their Microsoft 365 investment (excluding M365 license subscriptions). Free-up time and resources so you can focus on the digital transformation journey of your organization and improve business productivity, optimize costs and reduce risks.
With IT responsibilities changing, budget priorities shifting and focus increasing on costs, user experience, security, governance and compliance, IT workers have to find a way to deliver these more effectively without tying a significant part of their resources and budget into it. This results in business needs that require a special skill and services set to help your organization innovate and prepare for the future.
Unified Support for 365 – Fully Boost Your Future Workplace
To go from A to Z in terms of the Digitalization, you first need to enable employees to work proficiently in their new cloud environment and keep all tools and platforms available. That’s not simply activating Microsoft 365 and deciding on the right support model, but also enabling the productivity workloads that will drive your business results toward your defined goals, setting the right security parameters and making sure your employees adapt and adopt all new features that have been implemented.
Based on your individual business need our 365Simple service helps you embrace the benefits of Microsoft 365 and reduce the user and operational complexity. We do this by providing you different service tiers to choose from based on your desired business outcomes.
Unified Support for 365 Premium includes the tailored SoftwareONE Adoption and Change Management (ACM) Framework and the SoftwareONE Learning World with scenario-based learning for licensed users within the Subscription.
Prescriptive guidance to the ACM delivery team on
Unified Support for 365, Premium - Bi-weekly
Unified Support for 365, Advanced - Monthly
Data analysis & value-oriented recommendations
Deliverables and checklists for the different plans
Communication planning for end-users learning
Training content fully integrated into Office applications (Learning World)
Customer ACM Core Team engagement
Definition of responsibilities for Customer nominated adoption and change management core team (Customer ACM Core Team)
Manage Your Cloud Spend & Optimize Your Microsoft 365 Investments
PyraCloud is a single-point of access to your entire software estate. PyraCloud gives you a proactive and holistic visibility into the full software and cloud resources; continuously analyzing, providing insights and optimizing the entire portfolio:
PyraCloud licensing overview
Contract and license management portal
Global purchasing possibilities with customer specific catalogue and pricing
Adoption reporting and workload usage
Real time vs historical dashboard
Cost optimization via tagging and charge backs
Licensing cost dashboard
Prepare your business for the unprepared – using SoftwareONE’s Security Operation Centers (SOC)
SoftwareONE Security Engineers will provide an overview of the Microsoft 365 security features outlined below and walk you through our recommended security configurations which we can also customize to meet your specific requirements:
Remote session facilitation to provide an overview of the Microsoft 365 security features
Onboarding session to facilitate recommended security configurations
Implementation of recommended security configuration policies at setup
Enable security alerts in accordance with customer requirements
Ongoing security review as part of the bi-monthly Service Success Manager Business Review meeting
Location-based Heartbeat Monitoring - Preparing you for incidents before they happen
SoftwareONE will setup and configure service health monitoring so you are prepared to react on any quality changes having an impact on:
Teams service availability
Real-time & historical dashboards
Performance issue map
Support & Escalation – Save time & let the experts have your back
In case of any unplanned disruption or degradation of service or formal requests that needs to be addressed to your IT Administration, SoftwareONE will respond and report through your authorized representatives. We furthermore provide ownership for escalations through to Microsoft Premier Support for Partners.
Up to 24x7 Support Hours (OR)
24x7 (Unified Support for 365, Premium)
24x5 (Unified Support for 365, Advanced)
30 minutes SLA response for Priority 1
Incident & Service Request Management
Support incident response
Unlimited support tickets for online workloads only
Ownership for escalations through to Microsoft Premier Support for Partners
Escalation management for issues of support case through the Service Success Manager
Less effort due to complete package
365Simple is a managed service delivered by SoftwareONE. To deliver the managed service, we must establish a reseller relationship through Microsoft and make sure you are technically set to start using Microsoft 365:
Microsoft 365 licensing: Subscription not included
If you would like to get your subscription included please take a look at our 365Simple offering here.
Service Success Manager – Ensuring overall customer satisfaction
Service Requests, demonstrating performance against SLA and highlighting any trends or learnings that can be taken from the previous interactions. They provide escalation management for issues where you want improved visibility of your support case.
Establish long term strategy for the 365Simple service
Point of escalation for priority 1 incidents
Every 2 months business review conference call with recommendations
Track results and progress on support calls and recommendations
PyraCloud spend management analysis
Review monthly SLA report
Cost optimization recommendations
Review Secure Score status with recommendations
Associated Manager for Change Management – Improving business productivity and efficiency
The SoftwareONE Associate Consultant for Change Management (ACCM) counsels and guides the implementation of the ACM framework in monthly or bi-weekly online sessions and discusses the current status of the ACM project with the customer.
Cadence: Monthly (Advanced), Biweekly (Premium)
Analysis of Adoption reporting and 365 workload usage based on 365 Analytics & Recommendation Report for ACM
Create and update adoption roadmap
Best practices & strategic recommendations
Quarterly guidance for developing and creating a change management plan
Unified Support for 365 is available in two service tiers (Advanced and Premium): Unified Support for 365 Premium lets you embrace the advantages of what Microsoft 365 has to offer. Our future workplace professionals support you in bringing your planning to life or guiding you on your next steps. Through Adoption & Change Management we ensure that all IT and business requirements are met. Let us help you to decide on the best service tiers that will help you reach your desired business outcomes.
Your future workplace is designed to make your organization more agile. It removes the need for costly on-premises technologies and extends your organization's capabilities to communicate, collaborate and share information outside of traditional working silos. With Unified Support for 365, we help you to take complexity out of your work day by creating a stable foundation and helping you pave the way for better collaboration so you can:
& Business productivity
& Reduce complexity
& Meet compliance
Rely On The Global Expert
Cutting through the complexity of today’s digitized world often requires a reliable and trustworthy partner that always goes the extra mile. At SoftwareONE, we are going above and beyond to help our customers succeed.
10,000,000+ users moved to the Cloud
Certified Information Security Management System according to ISO 27001:2013
600 Future Workplace consultants supported by Prosci-certified Change Management Coaches
Microsoft Adoption and Change Management Advanced Specialization
24x7 certified support in multiple languages
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