Description #

Provide continuous, high-touch support to users, ensuring they can effectively utilize the Microsoft platform's features and capabilities to enhance productivity and collaboration. Hyper Care for End Users is a comprehensive support service meticulously designed to facilitate a seamless and effective transition for users adopting Microsoft 365. Our service emphasizes personalized assistance and proactive support to address any issues or concerns users might encounter during and after the deployment of Microsoft 365. By leveraging this service, organizations can significantly enhance user adoption, minimize downtime, and maximize the value derived from their Microsoft 365 investment.

Our dedicated team of experts is committed to providing continuous, high-touch support to users, ensuring they can fully harness the features and capabilities of the Microsoft platform. This support includes: • Proactive Issue Resolution: Identifying and addressing potential issues before they escalate, minimizing disruptions and ensuring a seamless user experience. • Dedicated Support Channels: Providing multiple support channels, including chat, email, and phone, to ensure users can easily reach out for assistance whenever needed. • User Feedback Integration: Actively seeking and incorporating user feedback to continuously improve the support service and address any emerging needs or concerns.

With Hyper Care for End Users, organizations can ensure that their users are well-supported throughout their Microsoft 365 journey, leading to increased productivity, enhanced collaboration, and a higher return on investment.

Prerequisites #

1. Access to Microsoft Teams, email, and the ability to participate in remote sharing sessions.
2. Prompt communication of issues to the support team for efficient resolution.

IT Partner responsibilities #

1. Provide a responsive and knowledgeable support team available through Teams, email, and remote sharing sessions.
2. Offer proactive assistance, including anticipatory support, automated alerts, and preventive measures.
3. Set up 24/7 device monitoring services with notifications to prevent problems before they occur and to enable prompt investigation and resolution.

Client Responsibilities #

1. Ensure users have the necessary access and tools to communicate with the support team.
2. Encourage users to report issues promptly and provide detailed information for quicker resolution.
3. Collaborate with the IT partner to facilitate regular system checks and updates

Additional Cost Items Not Provided by the Project #

1. Specialized training sessions beyond the standard support scope.
2. Hardware replacements or upgrades not covered under the project terms.

Success Criteria #

1. Measurable reduction in user-reported issues and downtime.
2. Positive feedback from users regarding the support experience.