End User Hyper Care Service — Microsoft 365 User Support
End User Hyper Care Service provides high-touch support for users during critical project phases and during and after Microsoft 365 deployment. It is for organizations adopting Microsoft 365 that need responsive support through Teams, email, and remote sharing sessions, plus proactive assistance to help users report and resolve issues efficiently.
What this engagement is
End User Hyper Care Service supports users as they adopt Microsoft 365 and work through critical project phases. The service focuses on helping users use Microsoft platform features effectively, addressing issues that arise, and reducing support-related disruption. Support is provided through Teams, email, and remote sharing sessions. The source description also references proactive issue resolution, dedicated support channels including chat, email, and phone, and integration of user feedback to improve the support experience.
Success criteria
What you receive
How the work unfolds
Kickoff and scope confirmation — confirm the 30-day hyper care window, target user groups, project phase, support channels, escalation contacts, expected support hours, and reporting cadence.
Readiness setup — validate that users can access Microsoft Teams, email, and remote sharing sessions; confirm issue intake procedures; prepare known-issue tracking and escalation paths for Microsoft 365 or project-related issues.
User communications — provide clear instructions for how users should request assistance, what information to include when reporting issues, and when to use Teams, email, or remote support sessions.
Hyper care launch — begin responsive support coverage for the agreed user population, triage incoming requests, assist users with Microsoft 365 usage questions, and document recurring issues or common blockers.
Proactive triage and issue management — review support patterns, identify repeat issues, coordinate preventive actions where practical, and escalate configuration, access, deployment, or third-party dependencies through the agreed project contacts.
Feedback and adoption checkpoints — collect user feedback, review support themes with the client, and adjust guidance or communications to improve the support experience during the hyper care period.
Closeout and transition — summarize support activity, open items, recurring themes, and recommendations; transition unresolved items to the client’s standard support process or a separately scoped follow-on service.
Prerequisites
Who does what
IT Partner
- Provide a responsive and knowledgeable support team available through Teams, email, and remote sharing sessions.
- Offer proactive assistance, including anticipatory support, automated alerts, and preventive measures.
Your team
- Ensure users have the necessary access and tools to communicate with the support team.
- Encourage users to report issues promptly and provide detailed information for quicker resolution.
- Collaborate with the IT partner to facilitate regular system checks and updates
What's not included
Frequently asked questions
What is the End User Hyper Care Service?
End User Hyper Care Service is a 30-day, high-touch support service for users during critical project phases and during or after Microsoft 365 deployment. It helps organizations reduce support disruption by providing responsive assistance through Microsoft Teams, email, and remote sharing sessions, plus proactive issue resolution and user feedback integration.
Who is this service best suited for?
This service is best suited for organizations adopting Microsoft 365 that need extra end-user support during a deployment, rollout, or other critical project phase. It is especially useful when users need fast help with Microsoft platform features, issue reporting, and productivity or collaboration questions during change periods.
What is included in the End User Hyper Care Service?
The service includes a responsive and knowledgeable support team available through Teams, email, and remote sharing sessions. It also includes proactive assistance such as anticipatory support, automated alerts, preventive measures, proactive issue resolution, and user feedback integration to improve the support experience.
What support channels are available during the service?
Support is provided through Microsoft Teams, email, and remote sharing sessions. The service description also references dedicated support channels such as chat, email, and phone, so organizations should confirm the exact channel mix with IT Partner before the engagement begins.
How long does the End User Hyper Care Service last?
The End User Hyper Care Service lasts 30 days. Because the listed duration is 30 days, any extension, renewal, or additional support period should be confirmed separately with IT Partner.
How much does the End User Hyper Care Service cost?
The listed price for the End User Hyper Care Service is 50. The service page does not specify whether that price is per user, per tenant, per engagement, or subject to other billing terms, so buyers should confirm the pricing basis and currency with IT Partner before purchasing.
What Microsoft 365 support does this service provide to end users?
The service helps users effectively use Microsoft platform features and capabilities to improve productivity and collaboration. It is focused on end-user support during adoption and project phases, not on unrelated consulting, hardware replacement, or advanced third-party troubleshooting.
Does this service include proactive issue resolution?
Yes, proactive issue resolution is included as part of the service. IT Partner helps identify and address potential issues before they escalate, using anticipatory support, automated alerts, and preventive measures where applicable.
What are the prerequisites for starting the service?
Users need access to Microsoft Teams, email, and the ability to participate in remote sharing sessions. The client should also be familiar with the project objectives and current phase details, and users should be prepared to communicate issues promptly for efficient resolution.
What are the client’s responsibilities during the engagement?
The client is responsible for ensuring users have the necessary access and tools to communicate with the support team. The client should also encourage prompt, detailed issue reporting and collaborate with IT Partner to facilitate regular system checks and updates.
What are IT Partner’s responsibilities during the engagement?
IT Partner is responsible for providing a responsive and knowledgeable support team through Teams, email, and remote sharing sessions. IT Partner also provides proactive assistance, including anticipatory support, automated alerts, and preventive measures within the stated service scope.
What is not included in the End User Hyper Care Service?
The service does not include specialized training sessions beyond the standard support scope. It also excludes advanced troubleshooting requiring third-party consultancy and hardware replacements or upgrades not covered under the project terms.
Does the service include formal Microsoft 365 training sessions?
No, specialized training sessions beyond the standard support scope are not included. The service can help users use Microsoft platform features effectively, but formal or specialized training should be scoped separately with IT Partner.
Does this service cover hardware problems or device upgrades?
No, hardware replacements or upgrades are not included unless they are separately covered under the project terms. The service is focused on end-user Microsoft 365 support, issue resolution, and reducing disruption during critical project phases.
Does the service include advanced third-party troubleshooting?
No, advanced troubleshooting that requires third-party consultancy is outside the stated scope. If an issue depends on a third-party system or specialist vendor, the organization should confirm the best escalation path with IT Partner.
Will this service reduce downtime for end users?
The service is designed to reduce support-related disruption by helping users report and resolve issues efficiently. One success criterion is a measurable reduction in user-reported issues and downtime, but the service does not state a guaranteed downtime reduction or service-level commitment.
How is success measured for this service?
Success is measured by reduced user-reported issues and downtime, positive user feedback about the support experience, and achievement of project milestones without significant support-related delays. These criteria align the service to both user experience and project execution outcomes.
What happens during the 30-day hyper care period?
During the 30-day period, IT Partner provides responsive end-user support, helps users work through Microsoft 365 questions or issues, and uses proactive assistance to prevent or address issues before they escalate. The service also incorporates user feedback to improve support and address emerging needs or concerns.
Is there a defined implementation plan or milestone schedule for this service?
The provided service information does not include a detailed implementation plan or milestone schedule. Buyers should confirm kickoff timing, support procedures, escalation paths, reporting expectations, and any phase-specific milestones with IT Partner before the service begins.
What happens after the 30-day End User Hyper Care Service ends?
The stated service duration is 30 days, and the service information does not define post-completion support or renewal terms. Organizations that need continued hyper care, managed support, training, or follow-on services should confirm available options with IT Partner before the engagement concludes.