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 service also includes 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
Limitations & technical notes
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, with dedicated support channels including chat, email, and phone. The exact channel mix for your users is confirmed with IT Partner at kickoff.
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 End User Hyper Care Service is $50 per seat for the 30-day hyper care period. The fee is quoted in writing before service begins; confirm seat counts and any extension pricing with IT Partner.
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 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.
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, and a measurable reduction in user-reported issues and downtime is one of its success criteria. Specific downtime figures are not guaranteed — results depend on your environment and how issues are raised during the hyper care period.
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.