Service Level Agreement
Our commitment to providing reliable and responsive support
Problem Resolution Support
Break-fix support: Assistance for problems with specific symptoms encountered while using Microsoft cloud services ("incident"), where there is a reasonable expectation that the problems are caused by Microsoft cloud services. Severity definitions, our estimated initial response times, and submission requirements are detailed in the table below.
Microsoft will deduct the hours or Incidents it expends in performing reactive services as needed, whether expended with Partner or End Customer, from the prepaid incidents in the Work Order.
The incident severity determines the response levels within Microsoft, initial estimated response times, and your responsibilities. You are responsible for outlining the business impact of the incident and, in consultation with us, Microsoft will assign the appropriate severity level. You can request a change in severity level during the term of an incident should the business impact require a change to a higher or lower severity.
Table: Incident Response
Incident Response
Expected Response
Critical business impact, significant loss, or degradation of services (application down)
First call response in 1 hour or less with escalation management
Moderate business impact; moderate loss or degradation of services but work can reasonably continue in an impaired manner
First call response in 2 hours or less; available during business hours only
Minimum business impact; substantially functioning with minor or no impediments to services
First call response in 4 hours or less; available during business hours only
Available during business hours only
24/7 escalation management available
Frequently asked questions
How can you provide such competitive M365 rates?
Our cost efficiency is driven by our Microsoft CSP Partner status and a direct distribution model. By eliminating intermediary margins and agency overhead, we pass volume-based savings directly to you, providing the exact same Microsoft services at the most competitive enterprise rates on the market.
What is the deployment process for new licenses?
Select your licenses via our calculator to receive an invoice and a secure partner invitation, then confirm the CSP partnership within the Microsoft Partner Center. After the invoice is settled, licenses are automatically provisioned and activated within your tenant. Our support team provides end-to-end guidance throughout the entire process.
Is connecting to our Microsoft tenant secure?
All licensing operations are conducted exclusively through the Microsoft Partner Center protocol. This integration is strictly limited to license fulfillment and does not grant access to your internal environment, private data, or security configurations. Your tenant remains entirely autonomous and under your full internal control.
Can we try the licenses before a full commitment?
We provide M365 trial licenses directly within your tenant before any formal commitment. Try all features in your real-world environment while our support team provides guidance to ensure the setup perfectly aligns with your business needs.
Will there be any downtime during the transition?
None. We do not remove your existing licenses or modify your current configuration. We simply add new license seats to your tenant. Your operations remain 100% uninterrupted.
