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Hypercare for IT — Monthly IT Support, Security & Optimization

Hypercare for IT is a premium monthly support service for organizations that need comprehensive assistance and proactive management for their IT infrastructure, including break/fix support from Microsoft and IT Partner, monthly digital transformation calls, tenant optimization reporting, security audits, implementation and consulting services, training, attack simulation training, and eDiscovery assistance. Optional extra-cost add-ons are available for 24/7 support, continuous monitoring, and ongoing maintenance, delivered through IT Partner's NOC, third-party support partnerships, and a Microsoft Premier Support agreement. SKU: ITPWW620IMPRC. Price: 750. Duration: monthly. Manager: Mike Mackey.

Timeline MonthlyService owner Mike Mackey
01 — Overview

What this engagement is

Hypercare for IT provides monthly support and proactive guidance for a client’s IT environment. The service combines Microsoft and IT Partner break/fix support, monthly digital transformation discussions, tenant analytics and optimization reports, regular security audits, implementation and consulting services, training, Microsoft product demos, attack simulation training, custom face-to-face training, business process automation and integration, and eDiscovery assistance. Optional extra-cost add-ons are available for 24/7 support, continuous monitoring, and ongoing maintenance, delivered through IT Partner's NOC, third-party support partnerships, and a Microsoft Premier Support agreement. The service is intended to help keep the client’s IT environment optimized, secure, running smoothly, and aligned with business goals.

02 — Outcomes

Success criteria

01The IT environment is optimized, secure, and running smoothly.
02The IT infrastructure remains secure, efficient, and aligned with business goals.
03Potential vulnerabilities are identified and addressed through regular security audits.
04New technologies and solutions are integrated into the existing IT environment.
05The client team is equipped to manage and utilize IT systems effectively.
06When separately purchased as an optional extra-cost add-on, continuous monitoring helps monitor and manage risky user activities to help prevent potential security breaches and support compliance with security policies.
07The client team is prepared for potential cyber threats through attack simulation training.
08When separately purchased as an optional extra-cost add-on, 24/7 support and security incident response help address and mitigate security incidents.
03 — Deliverables

What you receive

✓Break/fix support from Microsoft.
✓Break/fix support from IT Partner.
✓Monthly digital transformation calls.
✓Tenant Optimizer Service analytics and optimization reports.
✓Regular security audits.
✓Implementation services.
✓Consulting services.
✓Training services.
✓Microsoft product demos.
✓Attack simulation training.
✓Custom face-to-face training.
✓Business process automation and integration.
✓eDiscovery Assistance Desk support.
04 — Plan

How the work unfolds

Milestone 1

Service kickoff and stakeholder alignment: confirm the client point of contact, escalation contacts, business priorities, supported environments, communication channels, and the one-issue-at-a-time operating model.

Milestone 2

Access and onboarding: validate administrative access, support permissions, Microsoft tenant relationships, security contacts, optional monitoring prerequisites, and any required Microsoft support or optional Premier Support coordination paths.

Milestone 3

Baseline discovery: review the current Microsoft tenant, identity configuration, security posture, support history, major workloads, open risks, existing vendor dependencies, and known operational pain points.

Milestone 4

Service intake setup: agree how support requests, implementation requests, training requests, eDiscovery assistance requests, optional maintenance requests, and security incidents will be submitted, prioritized, tracked, and closed.

Milestone 5

Initial tenant optimization and security review: run initial analytics, optimization reporting, and security audit activities to establish a baseline and identify prioritized improvement opportunities.

Milestone 6

Monthly operating cadence: conduct monthly digital transformation calls, review tenant optimization findings, discuss open items, prioritize next actions, and align recommendations to business goals.

Milestone 7

Ongoing service delivery: provide break/fix support, consulting, implementation assistance, training, Microsoft demos, attack simulation training, and eDiscovery assistance within the service scope, and provide optional extra-cost 24/7 support, continuous monitoring, and ongoing maintenance only when separately purchased.

Milestone 8

Continuous improvement: maintain a backlog of recommendations, track completed actions, document key decisions, and adjust monthly priorities based on incidents, audit findings, adoption needs, and business changes.

05 — Before we start

Prerequisites

→A dedicated client point of contact and backup contact are identified for coordination, approvals, prioritization, and escalations.
→The client provides timely administrative or delegated access to the relevant Microsoft tenant, infrastructure, security portals, logs, and systems required for support, audits, optional monitoring, optimization, and implementation activities.
→The client has appropriate Microsoft licensing, subscriptions, and feature availability for the requested services, including security, compliance, eDiscovery, attack simulation, optional monitoring, and reporting capabilities where applicable.
→The client coordinates any required outside vendors, internal application owners, network providers, legal/compliance stakeholders, or third-party support resources.
→The client provides relevant documentation where available, such as tenant configuration notes, network diagrams, identity architecture, security policies, compliance requirements, prior incident history, and known issue lists.
→The client confirms change approval requirements, maintenance windows, business-critical systems, and any blackout periods before implementation or remediation work is performed.
→The client authorizes IT Partner to open or coordinate Microsoft support cases when needed and to share required diagnostic information with Microsoft under applicable support processes.
06 — Working together

Who does what

IT Partner

  • Break/Fix Support from Microsoft: Receive direct support from Microsoft for any issues that arise, ensuring quick and efficient resolution of problems.
  • Break/Fix Support from IT Partner: Benefit from additional support from our trusted IT partners, providing an extra layer of assistance for any technical issues.
  • Monthly Digital Transformation Calls: Engage in regular calls with our experts to discuss and plan your digital transformation journey, ensuring your IT strategy aligns with your business goals.
  • Tenant Optimizer Service – Analytics and Optimization Reports: Utilize our Tenant Optimizer Service to receive detailed analytics and optimization reports, helping you make informed decisions to enhance your IT environment.
  • Regular Security Audits: Conduct regular security audits to identify and address potential vulnerabilities, ensuring your IT infrastructure remains secure.
  • Implementation Services: Access professional implementation services to seamlessly integrate new technologies and solutions into your existing IT environment.
  • Consulting Services: Leverage our consulting services for expert advice and guidance on IT strategy, planning, and execution.
  • Training Services: Benefit from comprehensive training services to ensure your team is well-equipped to manage and utilize your IT systems effectively.
  • Microsoft Demos: Experience live demonstrations of Microsoft products and solutions to understand their capabilities and how they can benefit your organization.
  • Attack Simulation Training: Participate in attack simulation training to prepare your team for potential cyber threats and improve your overall security posture.
  • Custom Face-to-Face Training: Receive personalized, face-to-face training sessions tailored to your organization's specific needs and requirements.
  • Business Process Automation and Integration: Automate and integrate business processes to improve efficiency and streamline operations.
  • eDiscovery Assistance Desk: Access our eDiscovery Assistance Desk for support with electronic discovery processes, ensuring compliance with legal and regulatory requirements.
  • Optional Extra-Cost 24/7 Support, Continuous Monitoring, and Ongoing Maintenance Add-On: When separately purchased, provide 24/7 support, continuous monitoring including risky user monitoring, and ongoing maintenance through IT Partner's NOC, third-party support partnerships, and a Microsoft Premier Support agreement.
  • Optional Extra-Cost 24/7 Security Incident Response: When separately purchased, provide round-the-clock security incident response services to help address and mitigate security incidents.

Your team

  • Provide a dedicated point of contact responsible for working with IT Partner
  • Coordinate any outside vendor resources and schedules
  • Provide access to infrastructure
07 — Scope

What's not included

✕Addressing more than one issue at a time is outside the stated service approach; Hyper Care for IT is designed to provide focused and dedicated support by addressing one issue at a time.
✕24/7 support, continuous monitoring, and ongoing maintenance are not included by default. They are available only as optional extra-cost add-ons delivered through IT Partner's NOC, third-party support partnerships, and a Microsoft Premier Support agreement.
✕Microsoft licenses, third-party subscriptions, hardware, software, telecom services, cloud consumption, and vendor fees are not included unless explicitly stated in a separate agreement.
✕Large-scale migration projects, major platform implementations, tenant-to-tenant migrations, enterprise application modernization, or custom development projects are not included unless separately scoped.
✕Remediation work that requires extensive engineering, custom scripting, application re-architecture, network redesign, or major identity redesign may require a separately scoped project.
✕Legal advice, regulatory opinions, records classification decisions, and litigation strategy are not included as part of eDiscovery assistance.
✕Third-party vendor remediation, support contract management, or direct changes to systems outside the client’s authorized environment are not included unless separately agreed.
✕Guaranteed uptime, guaranteed threat prevention, guaranteed incident eradication time, or formal service-level agreements are not included unless specified in a separate written agreement.
✕End-user help desk services for all users, device fleet management, onsite dispatch, or after-hours non-security break/fix support are not included unless separately contracted.
✕Travel, onsite expenses, specialized training facilities, and other pass-through expenses are not included unless specifically approved and agreed.
08 — Fine print

Limitations & technical notes

!Hyper Care for IT addresses one issue at a time so each problem receives focused attention.
!The effectiveness of reporting, security audits, optional monitoring, and optional incident response depends on the client’s licensing, telemetry availability, access permissions, log retention, and the completeness of provided information.
!Microsoft break/fix escalation and any separately purchased Microsoft Premier Support agreement are subject to Microsoft’s support terms, severity definitions, response processes, and service availability.
!24/7 support, continuous monitoring, and ongoing maintenance are not included by default; they are available only as optional extra-cost add-ons delivered through IT Partner's NOC, third-party support partnerships, and a Microsoft Premier Support agreement.
!Security audits and attack simulation training reduce risk but cannot eliminate all threats or guarantee that incidents will not occur.
!Implementation or remediation activities may require client approvals, change windows, user communications, backups, testing, and rollback planning before changes are made.
09 — Questions

Frequently asked questions

What is Hypercare for IT?

Hypercare for IT is a premium monthly support service for organizations that need comprehensive assistance and proactive management for their IT infrastructure. It combines Microsoft and IT Partner break/fix support, monthly digital transformation calls, tenant optimization reporting, security audits, implementation and consulting services, training, eDiscovery assistance, and optional extra-cost add-ons for 24/7 support, continuous monitoring, and ongoing maintenance.

What is included in Hypercare for IT?

Hypercare for IT includes break/fix support from Microsoft and IT Partner, monthly digital transformation calls, Tenant Optimizer Service analytics and optimization reports, regular security audits, implementation services, consulting services, and training services. It also includes Microsoft product demos, attack simulation training, custom face-to-face training, business process automation and integration, and eDiscovery Assistance Desk support. 24/7 support, continuous monitoring, ongoing maintenance, risky user monitoring, 24/7 security incident response, and Microsoft Premier Support agreement access are not included by default and are available only as optional extra-cost add-ons.

How much does Hypercare for IT cost?

Hypercare for IT is priced at 750 per month for SKU ITPWW620IMPRC. Because the service is sold as a monthly premium support offering, any pricing details beyond the listed monthly price should be confirmed with IT Partner before purchase.

How long does the Hypercare for IT service last?

Hypercare for IT is a monthly service. It is designed for ongoing assistance and proactive management rather than a one-time project with a fixed completion date.

Who manages the Hypercare for IT service?

The listed manager for Hypercare for IT is Mike Mackey. For scheduling, service expectations, and any customer-specific operating details, the client should confirm directly with IT Partner.

Does Hypercare for IT provide both Microsoft and IT Partner support?

Yes, Hypercare for IT includes break/fix support from Microsoft and break/fix support from IT Partner. This gives the client access to Microsoft support resources and an additional layer of technical assistance from IT Partner. 24/7 support and Microsoft Premier Support agreement access are optional extra-cost add-ons rather than included default deliverables.

What does “one issue at a time” mean for Hypercare for IT?

Hypercare for IT is designed to address one issue at a time so each problem receives focused and dedicated attention. Addressing more than one issue at the same time is outside the stated service approach, so customers should prioritize issues with IT Partner as they arise.

What is not included in Hypercare for IT?

The stated out-of-scope limitation is that Hypercare for IT does not address more than one issue at a time. In addition, 24/7 support, continuous monitoring, and ongoing maintenance are not included by default. These capabilities are available as optional extra-cost add-ons delivered through IT Partner's NOC, third-party support partnerships, and a Microsoft Premier Support agreement. Customers should confirm any additional out-of-scope items, third-party costs, project work limits, or add-on fees with IT Partner.

What are the prerequisites for Hypercare for IT?

The service content does not list formal prerequisites, but it does state client responsibilities that are necessary for delivery. The client should provide a dedicated point of contact, coordinate outside vendor resources and schedules, and provide access to the relevant infrastructure.

What are IT Partner’s responsibilities during Hypercare for IT?

IT Partner is responsible for delivering the service components in scope, including support coordination, tenant analytics and optimization reporting, security audits, consulting, training, implementation services, attack simulation training, and eDiscovery assistance. IT Partner also supports digital transformation planning through monthly calls and helps align the IT environment with business goals. 24/7 support, continuous monitoring, ongoing maintenance, risky user monitoring, and 24/7 security incident response are available only when separately purchased as optional extra-cost add-ons.

What are the client’s responsibilities during Hypercare for IT?

The client is responsible for providing a dedicated point of contact to work with IT Partner. The client must also coordinate outside vendor resources and schedules when needed and provide access to the infrastructure required for support, optional monitoring add-ons, audits, implementation, or consulting activities.

What happens during the monthly digital transformation calls?

Monthly digital transformation calls are used to discuss and plan the client’s digital transformation journey. The purpose is to help ensure the client’s IT strategy aligns with business goals and to identify opportunities for optimization, modernization, or improved use of Microsoft technologies.

What are Tenant Optimizer Service analytics and optimization reports?

Tenant Optimizer Service analytics and optimization reports provide information intended to help the client make informed decisions about improving the IT environment. The reports are part of Hypercare for IT’s proactive management approach and are designed to support optimization, efficiency, and alignment with business goals.

Does Hypercare for IT include security services?

Yes, Hypercare for IT includes regular security audits and attack simulation training. These services are intended to help identify vulnerabilities and improve user preparedness. Continuous monitoring, risky user monitoring, 24/7 support, and 24/7 security incident response are not included by default and are available only as optional extra-cost add-ons.

Does Hypercare for IT include 24/7 support?

No. 24/7 support is not included by default in Hypercare for IT. It is available as an optional extra-cost add-on, along with continuous monitoring and ongoing maintenance, delivered through IT Partner's NOC, third-party support partnerships, and a Microsoft Premier Support agreement.

Does Hypercare for IT include training for our team?

Yes, Hypercare for IT includes training services, Microsoft product demos, attack simulation training, and custom face-to-face training. These services are intended to help the client team manage and use IT systems effectively and prepare for potential cyber threats.

Can Hypercare for IT help with eDiscovery?

Yes, Hypercare for IT includes eDiscovery Assistance Desk support. This support is intended to assist with electronic discovery processes and help the organization support legal and regulatory requirements, within the service scope.

Can Hypercare for IT help implement new Microsoft technologies or solutions?

Yes, Hypercare for IT includes implementation services and consulting services. These services are intended to help integrate new technologies and solutions into the existing IT environment, but specific project scope, timelines, and any limits should be confirmed with IT Partner.

Will Hypercare for IT cause downtime or business disruption?

The service description does not specify expected downtime or business impact. Because Hypercare for IT includes support, audits, implementation, consulting activities, and optional monitoring or maintenance add-ons when separately purchased, any potential downtime should be assessed and scheduled with IT Partner based on the specific work being performed.

What outcomes should we expect from Hypercare for IT?

The intended outcomes are an IT environment that is optimized, secure, efficient, running smoothly, and aligned with business goals. Hypercare for IT also aims to identify vulnerabilities through regular security audits and improve team readiness through training. When separately purchased, optional extra-cost add-ons can provide continuous monitoring, risky user monitoring, ongoing maintenance, 24/7 support, and 24/7 security incident response.

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$750 per month
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