Managed Services
There whenever you need. Even when you don’t.
A parachute – you’ll only need it once. With XContents’ Managed Services, you’ll never need it. Minimise the strain on internal resources so you can focus on what matters most in your business.
Monitoring
Landscape
Optimal
IT
Our differentiator is having Microsoft Advanced Partner Support and Microsoft Premium Support in place. This is extended to our customers.
Preferential Hourly rates
Save on any additional requests or projects with preferential rates. Save up to 30%
SLA
Built-in Services Level Agreement, guaranteeing response times and best effort resolution times *
License Allocation Assistance
When required, XContent can assist to assign licenses, monitor over allocations and assist in automating license allocations as part of your business processes
Proactive Guidance
Quarterly review of tickets and license allocations to identify possible training issues, technical problem areas or over licensing.
Dedicated Account Manager
Have a dedicated resource assigned to your business who will invest time and effort to understand the business, the roadmap forward and assist in critical decisions.
Best Practice Reviews
Ensure you get the most out of your Microsoft technology investments
Managed Services XContent
E1 8 X 32
Priority Response Times (Response X Resolution): 8 Hour Response Time / 32 Hour Resolution Identification Time*
Support
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Answers to general service questions
Managed Services
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Monitor AD Connect
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Preferential Hourly Rates
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Platform & Application Support
A maximum of 32 hours is allowed for resolution identification.
Additional hours can be purchased at a preferential rate.
Managed Services XContent
E3 4 X 16
Priority Response Times (Response X Resolution): 4 Hour Response Time / 16 Hour Resolution Identification Time*
Managed Services
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Access to Microsoft Cloud Signature Support (via XContent)
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License Allocation Assistance
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Proactive Guidance
Quarterly review of tickets / best practices
A maximum of 16 hours is allowed for resolution identification.
Additional hours can be purchased at a preferential rate.
Managed Services XContent
E5 2 X 8
Priority Response Times (Response X Resolution: 2 Hour Response Time / 8 Hour Resolution Identification Time*
Support
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Unlimited support calls per month
Escalation:
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Direct to MS level 3 support
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Dedicated Technical Account Manager
Managed Services
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Monthly Alignment Meetings
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Dedicated Technical Account Manager
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Security Monitoring
Pro-Active Guidance:
• Strategic Planning
• Quarterly review of tickets
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Best practice reviews
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Monthly Alignment Meetings with system safeguarding recommendations
A maximum of 8 hours is allowed for resolution identification.
*Additional hours may be required to implement resolution via break-fix from Microsoft, falling outside the scope of the SLA.
