Microsoft 365 Break/Fix Support — On-Demand Issue Resolution
Microsoft 365 Break/Fix Support is a recurring support service for clients who need help when Microsoft 365 services malfunction or work incorrectly, accounts are compromised or another security threat occurs, information must be recovered after deletion, email issues occur, or escalation to Microsoft Support is needed. IT Partner receives tickets by mail or through the service desk system, connects remotely to user devices if necessary, assists staff, helps solve user problems, and escalates issues to Microsoft Support if needed. The service is free if the client purchases Microsoft subscriptions through IT Partner as a partner, or $2 per seat per month otherwise.
What this engagement is
Break/fix support is an on-request IT support model: the client contacts the service provider when a problem occurs, and the provider helps resolve the issue. This differs from managed services, where the provider proactively monitors, manages, and maintains IT systems. With this service, IT Partner provides break/fix support for Microsoft 365-related issues, including Microsoft 365 service malfunctions or incorrect operation, security issues such as compromised accounts or other threats, recovery of deleted information, assistance with financial issues with Microsoft in cases of service downtime by documenting and sending requests, email issues including rules and spam, and escalation to Microsoft Support.
Success criteria
What you receive
How the work unfolds
Ticket intake and triage — receive the request by email or service desk, confirm the affected user, service, urgency, business impact, and whether the issue is within Microsoft 365 or Azure cloud support scope.
Access and information collection — confirm administrative access or delegated partner access where needed, gather screenshots, error messages, timestamps, affected mailboxes or users, device details, and recent changes.
Initial troubleshooting — review Microsoft 365 service health, tenant settings, user configuration, licensing, mail flow, security alerts, audit information, and known Microsoft incidents as applicable.
Remote user assistance — connect remotely to the user device when needed and authorized, reproduce the issue where practical, and test user-side configuration such as Outlook profiles, browser access, authentication prompts, or email behavior.
Remediation or recovery — apply appropriate break/fix actions within the existing environment, such as correcting configuration errors, restoring recoverable data, assisting with account compromise response, resolving mail rules or spam issues, or advising users on required steps.
Microsoft Support escalation — if the issue cannot be resolved directly or appears to be a Microsoft service-side problem, document the case and escalate to Microsoft Support with relevant diagnostic information.
Validation and communication — verify the result with the affected user or client contact, communicate the resolution, workaround, escalation status, or next steps, and identify any separate project work if the request requires new implementation or configuration.
Ticket closure — record the work performed, resolution notes, escalation references if any, and any client responsibilities or follow-up recommendations before closing the ticket.
Prerequisites
Who does what
IT Partner
- Reception of tickets by mail or from the service desk system
- Remote connection to user devices, if necessary
- Staff assistance, advice, and solving user problems
- Escalation of issues to Microsoft Support, if needed
Your team
- On-site support and presence of a specialist
- Solving equipment problems
- Support for systems other than Microsoft 365 and Microsoft Azure
What's not included
Limitations & technical notes
Frequently asked questions
What is Microsoft 365 Break/Fix Support from IT Partner?
Microsoft 365 Break/Fix Support is an on-request support service for problems with Microsoft 365 services, users, email, deleted information, compromised accounts, and similar incidents. IT Partner receives support tickets, assists users, connects remotely when needed, resolves Microsoft 365-related issues where possible, and escalates to Microsoft Support if necessary.
How is break/fix support different from managed services?
Break/fix support is reactive, because IT Partner helps when you report a specific Microsoft 365 problem. Managed services are proactive and typically include ongoing monitoring, management, and maintenance, which are not described as part of this break/fix service.
What Microsoft 365 issues are included in this support service?
The service includes help with Microsoft 365 service malfunctions or incorrect operation, email issues such as rules and spam, account compromise or other security threats, recovery of deleted information, and escalation to Microsoft Support. It also includes staff assistance, user problem solving, and remote connection to user devices when needed.
Is Microsoft 365 Break/Fix Support free?
Microsoft 365 Break/Fix Support is free if the client purchases Microsoft subscriptions through IT Partner as the Microsoft partner. If subscriptions are not purchased through IT Partner, the price is $2 per seat per month.
How do users submit Microsoft 365 support requests?
IT Partner receives tickets by email or through the service desk system. Once a ticket is received, IT Partner reviews the issue, assists staff, and may connect remotely to the user’s device if that is necessary to troubleshoot the Microsoft 365 problem.
Does this service include escalation to Microsoft Support?
Yes, escalation to Microsoft Support is included when needed. IT Partner helps handle issues that require Microsoft involvement, but the final resolution timing may depend on Microsoft Support and the nature of the incident.
Does IT Partner help with compromised Microsoft 365 accounts?
Yes, the service includes help with security issues such as compromised accounts or other threats affecting Microsoft 365. IT Partner can assist with the support process and troubleshooting, and can escalate to Microsoft Support if the issue requires Microsoft’s involvement.
Can IT Partner recover deleted Microsoft 365 information?
Yes, recovery of deleted information is included in the service scope. Actual recoverability depends on Microsoft 365 retention, deletion state, licensing, and configuration, so IT Partner can assist but should confirm what is recoverable in the specific case.
Does IT Partner help with Microsoft billing or service downtime claims?
Yes — the service includes assistance with financial issues with Microsoft in cases of service downtime, by documenting the impact and submitting the requests on your behalf. Credits, refunds, or compensation are decided by Microsoft under its own policies, so outcomes are not guaranteed.
What is not included in Microsoft 365 Break/Fix Support?
The service does not include resolving issues unrelated to Microsoft 365 or Microsoft Azure cloud services, implementing new functionality or new products, or solving hardware problems. On-site support and equipment problems remain the client's responsibility, and planning or configuration work for new features is outside this break/fix scope.
Who is responsible for on-site support?
The client is responsible for on-site support and the presence of a specialist if physical access or local hands-on work is required. IT Partner can provide remote assistance for Microsoft 365-related issues, but on-site presence and equipment-level work are listed as client responsibilities.
Is there a guaranteed response time or SLA for support tickets?
IT Partner's standard support SLA is first response within one business hour, and monthly support statistics — including months where the target was missed — are published on the website. Resolution times are not guaranteed: they depend on the issue and, where escalated, on Microsoft Support.