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 and third-party support partnerships.
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 and third-party support partnerships.
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.
Hyper Care for End Users is a 20-day support service for organizations adopting Microsoft 365 that need high-touch end-user assistance during daily work and during and after deployment. IT Partner provides support through Microsoft Teams, email, and remote sharing sessions, with proactive assistance, automated alerts, and preventive measures intended to reduce user-reported issues and downtime. 24/7 support, continuous monitoring, and ongoing maintenance are optional extra-cost add-ons.
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.
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.
The service includes a responsive support team available through Teams, email, and remote sharing sessions; proactive assistance with automated alerts and preventive measures; proactive issue resolution; and user feedback integration to improve support during the engagement. 24/7 support, continuous monitoring, and ongoing maintenance are not included by default and are available as optional extra-cost add-ons.
Support is provided through Microsoft Teams, email, and remote sharing sessions as the core channels, with chat and phone available where agreed. The final channel list is confirmed with IT Partner before launch.
No. 24/7 support is not included by default. It is available as an optional extra-cost add-on, along with continuous monitoring and ongoing maintenance, delivered through IT Partner's NOC and third-party support partnerships. Support hours and response expectations are confirmed with IT Partner before launch.
IT Partner confirms the support model at kickoff, validates user access to the support channels, publishes support instructions to users, then provides active high-touch support — triaging issues, assisting through the agreed channels, remote troubleshooting, and escalating deeper problems. Recurring issues and feedback are reviewed with you, and the engagement closes with a trends review and recommended next steps.
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.
Specialized training sessions beyond the standard support scope and hardware replacements or upgrades are not included. 24/7 support, continuous monitoring, and ongoing maintenance are not included by default; they are available as optional extra-cost add-ons delivered through IT Partner's NOC and third-party support partnerships.
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.
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.
Hyper Care for End Users is $12 per seat plus a $500 tenant fee for the 20-day engagement. The total is quoted in writing before purchase based on your seat count.
At the end of the 20-day period, IT Partner reviews issue trends, open items, and user feedback with you and recommends next steps. If ongoing support or monitoring is needed, continuation options — such as a follow-on managed support service — are scoped separately.