LegaSystems’ Premium Support Services for Office 365 are designed to provide superior, ongoing tech support for your environment. Finding and retaining expert administrators with deep knowledge in each Office 365 component can be challenging and waiting for issue resolution can significantly hinder employee productivity. LegaSystems is one of the Office 365 providers which has successfully deployed and supported Microsoft SharePoint, Lync, Exchange and Azure Active Directory including Federation and Sync solutions in both cloud-based and on-premises environments. Let our team of dedicated, expert administrators, developers and engineers complement your resources, reduce the ongoing administrative burden and maximize your Office 365 investment with a predictable monthly operating expense.
After your initial deployment to the Cloud, your environment, usage and needs will change. LegaSystems keeps an eye on your service and ensures you get the most reliability and productivity out of Office 365. We monitor and report service health, site collection quota/usage; audit permissions, subscriptions and license availability as well as service health issues on the Microsoft Shared Services infrastructure.
For hybrid environments, LegaSystems’ services leverage the power of Systems Center Operations Manager (SCOM) to provide 24/7, 365-days-a-year monitoring of applications and servers used for managing the synchronization between your on-premise and Office 365 environments. Our services go far beyond traditional monitoring services with in-depth health checks, analysis and trending to proactively identify issues requiring remediation. LegaSystems will provide:
Once your systems administrators have identified an issue exists on the Office 365 platform or we receive an alert via automated service monitors LegaSystems’ experts step in to remediate. Your dedicated team members are familiar with common Office 365 issues and your unique environment, expediting your resolution times. All along the way, you will have visibility into the resolution process as we track, troubleshoot, and resolve each issue until complete customer satisfaction and 100% recovery. Finally, we provide a root cause analysis to prevent future issues from recurring.
As a Microsoft Cloud Hosting Partner, we leverage our dedicated partner relationship to obtain accelerated support from Microsoft’s expert Office 365 engineers whenever necessary.
We will identify and document the issue, log and reproduce as necessary. We will engage in troubleshooting the issue, escalate it directly to the Microsoft Shared Services team responsible for managing the Office 365 hosting environment and establish an escalation succession path with that team. We manage the communication regarding any escalated issue, ensuring you are kept up to date on the status and next steps, until the resolution is implemented and validated.
The following Service Level Agreements will be met by LegaSystems:
PLEASE NOTE: it is our goal to respond to each incident within minutes, however, in the past we have experienced what is known as “cascading effect” where multiple Office 365 customers had called or e-mailed in because of a common issue with Office 365 Shared Services. In these rare cases we try to reach out to premium support customers first to let them know that such an issue exists whenever possible.
(available but not included in the monthly support agreement)
Whether serving as your primary Administrator or acting as an expert for escalation support, your LegaSystems team member can perform a comprehensive set of Office 365 administration tasks.
Our certified Office 365 consultants perform the management tasks required for optimal performance of your online solutions. Sample services include:
Whether developing new enhancements to your environment or supporting existing ones, you need expert developers on your team. Our certified Office 365 consultants perform the initial configuration and customization as well as assist with add-ons and reconfigurations. LegaSystems’ Managed Services customers are eligible for recurring customization services at pre-paid, discounted rates. These services are designed for ongoing new and existing enhancement needs that require consultants familiar with your environment.
LegaSystems Design and Integration services include: