Hyper Care for End Users — Microsoft 365 Adoption Support
Hyper Care for End Users is a 20-day support service for organizations adopting Microsoft 365 and needing high-touch end-user assistance during daily work issues and during and after deployment. IT Partner provides support through Microsoft Teams, email, and remote sharing sessions, with proactive assistance and issue-resolution support intended to reduce user-reported issues and downtime. 24/7 support, continuous monitoring, and ongoing maintenance are not included by default, but are available as optional extra-cost add-ons delivered through IT Partner's NOC, third-party support partnerships, and a Microsoft Premier Support agreement.
What this engagement is
SKU: ITPWW630IMPRC. Price: 40; currency and billing basis are not specified in the source. Duration: 20 days. Manager: Mike Mackey. Hyper Care for End Users provides high-touch support to help users effectively use Microsoft 365 features for productivity and collaboration. The service is designed to support users during daily work issues and during and after Microsoft 365 deployment by providing responsive assistance, proactive issue resolution, dedicated support channels, user feedback integration, automated alerts, and preventive measures. 24/7 support, continuous monitoring, and ongoing maintenance are not included by default, but are available as optional extra-cost add-ons delivered through IT Partner's NOC, third-party support partnerships, and a Microsoft Premier Support agreement.
Success criteria
What you receive
How the work unfolds
Kickoff and operating model confirmation. Confirm the 20-day hyper care window, client stakeholders, user groups in scope, escalation contacts, support channel usage, expected response workflow, issue categories, and reporting cadence.
Readiness and access validation. Validate that users can access Microsoft Teams, email, and remote sharing sessions; confirm any optional monitoring notification setup if separately purchased; and verify that IT Partner has the agreed permissions, contact paths, and tenant or device visibility needed to investigate issues.
User communication and launch. Publish the support instructions to users, including how to request help, what information to include, when to use Teams or email, and how remote sharing sessions will be initiated.
Active hyper care support. Provide high-touch support during the engagement, triage incoming user issues, assist through the agreed support channels, conduct remote troubleshooting where appropriate, and escalate issues that require deeper tenant, device, licensing, or third-party investigation.
Active issue and daily review. Review recurring user issues, open items, and emerging risks; prioritize actions with the client; and apply preventive measures or user guidance where appropriate. Continuous monitoring is available only as a separately purchased optional add-on.
Feedback and knowledge loop. Capture recurring questions, user feedback, and common blockers; provide practical guidance to users; and share trends with the client so adoption and support can improve during the hyper care period.
Closure and handoff. At the end of the 20-day period, review issue trends, remaining open items, user feedback, and recommended next steps, including whether ongoing managed support, additional training, or a follow-on Microsoft 365 service is needed.
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 Hyper Care for End Users?
Hyper Care for End Users is a 20-day support service for organizations adopting Microsoft 365 and needing high-touch assistance for end users during daily work issues and during and after deployment. IT Partner provides support through Microsoft Teams, email, and remote sharing sessions, along with proactive assistance, issue-resolution support, automated alerts, and preventive measures. 24/7 support, continuous monitoring, and ongoing maintenance are not included by default, but are available as optional extra-cost add-ons delivered through IT Partner's NOC, third-party support partnerships, and a Microsoft Premier Support agreement.
Who is Hyper Care for End Users designed for?
Hyper Care for End Users is designed for organizations rolling out or using Microsoft 365 that want responsive, high-touch support for end users. It is especially relevant when users need help staying productive during deployment, immediately after deployment, or while resolving day-to-day Microsoft 365 work issues.
How long does the Hyper Care for End Users service last?
The stated duration for Hyper Care for End Users is 20 days. During that period, IT Partner provides end-user support, proactive assistance, and issue-resolution help within the service scope.
What is included in Hyper Care for End Users?
Hyper Care for End Users includes a responsive and knowledgeable support team available through Teams, email, and remote sharing sessions; proactive assistance; automated alerts; preventive measures; proactive issue resolution; and user feedback integration to help improve support and address emerging user needs or concerns. 24/7 support, continuous monitoring, and ongoing maintenance are not included by default, but are available as optional extra-cost add-ons delivered through IT Partner's NOC, third-party support partnerships, and a Microsoft Premier Support agreement.
What support channels are available during Hyper Care for End Users?
The service content identifies Microsoft Teams, email, and remote sharing sessions as support channels, and also references dedicated channels including chat, email, and phone. Because the source lists channels in more than one way, buyers should confirm the final published support channel list with IT Partner before purchase or launch.
Does Hyper Care for End Users provide 24/7 support?
No, 24/7 support is not included by default in the base Hyper Care for End Users service. 24/7 support, continuous monitoring, and ongoing maintenance are available as optional extra-cost add-ons delivered through IT Partner's NOC, third-party support partnerships, and a Microsoft Premier Support agreement. Organizations should confirm support hours and response expectations with IT Partner.
What does 24/7 device monitoring include in this service?
24/7 device monitoring is not included by default in the base service. As an optional extra-cost add-on, 24/7 support, continuous monitoring, and ongoing maintenance can be delivered through IT Partner's NOC, third-party support partnerships, and a Microsoft Premier Support agreement to support monitoring notifications, investigation, and resolution workflows as separately scoped.
Does Hyper Care for End Users reduce downtime?
The service is intended to reduce user-reported issues and downtime through responsive support, proactive issue resolution, automated alerts, and preventive measures. Optional extra-cost add-ons for 24/7 support, continuous monitoring, and ongoing maintenance can provide additional coverage where separately purchased. The stated success criteria include a measurable reduction in user-reported issues and downtime, but the service content does not provide a guaranteed reduction percentage.
What happens during the 20-day Hyper Care engagement?
During the engagement, IT Partner supports users through the available support channels, assists with Microsoft 365 daily work issues, and works proactively to identify and resolve potential problems before escalation. Optional monitoring notifications may be set up or used only if the related extra-cost add-on is separately purchased. The source does not provide a formal milestone-based implementation plan, so any day-by-day schedule should be confirmed with IT Partner.
Is Hyper Care for End Users a training service?
Hyper Care for End Users is a support service, not a dedicated training program. Specialized training sessions beyond the standard support scope are specifically listed as not included, so any formal training requirement should be scoped separately with IT Partner.
What is not included in Hyper Care for End Users?
The stated exclusions are specialized training sessions beyond the standard support scope and hardware replacements or upgrades not covered under the project terms. 24/7 support, continuous monitoring, and ongoing maintenance are also not included by default, but are available as optional extra-cost add-ons delivered through IT Partner's NOC, third-party support partnerships, and a Microsoft Premier Support agreement. If an issue requires services outside end-user Microsoft 365 support or the agreed support scope, IT Partner should confirm whether additional services are needed.
What prerequisites are required before starting Hyper Care for End Users?
Users need access to Microsoft Teams, email, and the ability to participate in remote sharing sessions. The client also needs to ensure prompt communication of issues to the support team because timely and detailed reporting supports faster resolution.
What are IT Partner’s responsibilities during Hyper Care for End Users?
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, automated alerts, and preventive measures. 24/7 support, continuous monitoring, and ongoing maintenance are not included by default, but are available as optional extra-cost add-ons delivered through IT Partner's NOC, third-party support partnerships, and a Microsoft Premier Support agreement.
What are the client’s responsibilities during Hyper Care for End Users?
The client is responsible for ensuring users have the necessary access and tools to communicate with the support team. The client should encourage prompt and detailed issue reporting and collaborate with IT Partner to facilitate regular system checks and updates.
Can users get help with everyday Microsoft 365 issues during the service?
Yes, Hyper Care for End Users is intended to help users effectively use Microsoft 365 features for productivity and collaboration while addressing daily work issues. The service provides responsive assistance and proactive issue resolution during and after Microsoft 365 deployment within the defined support scope.
Does Hyper Care for End Users include remote screen sharing support?
Yes, the service content includes support through remote sharing sessions. This allows IT Partner to assist users more directly when an issue is easier to investigate or resolve through a shared session, provided the user has the ability to participate.
How is user feedback handled during Hyper Care for End Users?
User feedback integration is included as part of the service. IT Partner uses feedback to continuously improve the support experience and address emerging user needs or concerns during the engagement.
How much does Hyper Care for End Users cost?
The service listing shows a price of 40 for SKU ITPWW630IMPRC, but the source does not specify the currency, billing basis, or whether the amount is per user, per tenant, or another unit. Buyers should confirm the final pricing details with IT Partner before purchasing.
What happens after the 20-day Hyper Care period ends?
The stated service duration is 20 days, and the source does not define a post-completion support plan or extension process. If ongoing support, 24/7 support, continuous monitoring, or ongoing maintenance is needed after the Hyper Care period, the client should discuss optional extra-cost continuation options, support handoff, or a follow-on service with IT Partner.
Does Hyper Care for End Users replace the client’s internal IT team?
No, the service is structured as high-touch support and proactive assistance for end users, with responsibilities shared between IT Partner and the client. The client still needs to provide user access, encourage detailed issue reporting, and collaborate on system checks and updates.