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Service description
Managed 365

Reference: VIR-31002
Version 1.0
Updated: 24th June, 2020

SERVICE OVERVIEW

Manged 365

Virtuoso Managed 365 is a package of services focused at Microsoft 365 customers, which empowers IT administrators to get more out of their Microsoft cloud.

We provide Microsoft expert-level support, combined with state-of-the-art management tools, to keep your systems stable and secure.

Managed 365 includes AvePoint’s Cloud Backup for Office 365, protecting email, files, Teams and more with a virtual agent to save time on end-user restore requests.

Our award-winning Hub 365 management portal is your home for issue management, compliance monitoring, reporting and much more.

We even provide software agents for you to deploy to your Windows devices, unlocking actionable intelligence that compliments Microsoft’s own mobile device management.

SERVICE SCOPE

Service

Description

Support Scope

Managed Billing

We combine all the features of Managed 365 into a single monthly bill, covering the software, support, management and backup you need to get on with managing your IT. You can change license quantities at any time in an easy-to-use licensing portal, or by contacting us at any time.

  • Manage Microsoft CSP billing
  • Single monthly bill for Managed 365 per user
  • Per user bill includes Microsoft 365 or Office 365 licensing

Admin Support

Our Microsoft support team are available at any time to assist your IT administrators with issues or queries about your Microsoft 365 environment. As a Microsoft Gold Partner and CSP partner we are capable of resolving most issues, but can escalate to Microsoft’s product support if required.

  • Unlimited technical support (24x7x365) for up to 5 nominated contacts
  • Microsoft-certified team, based in the UK
  • Hands-on troubleshooting through to resolution of Microsoft issues
  • Expert guidance to improve productivity and security in Microsoft 365
  • Managed escalation to Microsoft support

Hub Portal

With access to our award-winning management portal, you:

  • Compliance Reporting across 78 different policies
  • Usage Reporting, such as data and licenses
  • Domain monitoring, with expiry notification
  • Warranty monitoring of your endpoints
  • Device Health and Security dashboards
  • Security monitoring, such as data breaches and MFA status
  • Support for desktop app and device agent deployment via Intune (Windows only)
  • Assistance with Hub features
  • Warranty reporting for Dell, Lenovo and HP

AvePoint Cloud Backup for Microsoft 365

Platform Protection – Unlimited backup of content in Microsoft 365—including Microsoft 365 Exchange Online, SharePoint Online, Project Online, OneDrive for Business, Groups, Teams, Planner, and Public Folders. Protects your business beyond Microsoft’s native features. Threats mitigated include:

  • Loss of data due to malicious insiders, hacktivists, malware or ransomware
  • Recovery from prolonged outages
  • Loss of data due to departing employees and deactivated accounts
  • Long-term accidental deletion coverage with selective rollback
  • Unlimited technical support (24x7x365) for up to 5 nominated contacts
  • Support for setup and policy configuration
  • Product and technical support for backup and recovery of Microsoft 365 data
  • Managed escalation to AvePoint support

Exclusions

  • Device onboarding
  • Manual application deployment
  • User training

Customer Responsibilities

Certain responsibilities remain with our customers:

  • Your usage of Microsoft Office 365 and related products is governed by the applicable Microsoft Cloud Agreements for your region.