Support Charter

Support Charter 

Customer Support Process and SLAs 

Support Levels: Standard, Standard Plus, and Premium 

Each support level is designed to provide tailored assistance based on customer requirements: 

 

For more detailed information on pricing for each support level, please refer to our website at evco.ltd/pricing. 

How to Contact Us 

Business Hours Support 

During regular business hours 9am – 5pm GMT/BST, all initial queries must be placed either via email or through the web portal. 

• Email: Send an email to support@evco.ltd  
• Web Portal: Log in to our customer portal at https://support.evco.ltd  
• If your support request cannot be addressed via the support portal, please call us on 0333 444 2999

Out-of-Hours Contact

For urgent issues or outside business hours contact, please go via the web support portal:

• Web Portal: Log in to our customer portal at https://support.evco.ltd

When You Contact Us, What Do We Need from You? 

When reporting an issue, please provide the following details: 

• Your Name and Contact Information 
• Company Name 
• Description of the Issue: Be as specific as possible. 
• An understanding of the Severity Level: Critical, High, Medium, or Low. 
• Affected System/Service: Specify the product or service related to the issue. 

How We Manage Your Query/Issue 

Troubleshooting and Resolution 

Our technicians will: 

• Investigate the issue. 
• Communicate with you for additional information if needed. 
• Work towards resolution based on the severity level. 

Case Closure and Feedback 

We will: 

• Inform you when the issue is resolved. 
• Close the ticket after your confirmation. 
• Close tickets automatically if the issue has been resolved or responded to with no subsequent response from the customer after 3 business days. 
• This can be reopened should the issue need to be revisited. 

Customer Feedback 

We value your feedback! Please always leave us feedback on how we did via any of communication options. 

Products/Services We Support 

Overview 

This Support Charter outlines the scope, boundaries, and guidelines for the support services provided exclusively for Microsoft 365. It details the assistance available for Microsoft 365 applications, cloud services, and account management, with a strict exclusion of customer-owned devices, peripherals, and networking infrastructure (such as laptops, desktops, or internet connectivity) unless otherwise specified in an addendum agreement. 

Scope of Microsoft 365 Support 

Supported Services and Applications 

Our Microsoft 365 support service encompasses the following areas: 

Microsoft 365 Suite of Applications 

Support for core applications, including: 

• Microsoft Outlook, Word, Excel, PowerPoint, Teams, OneNote, Access (where applicable), and Publisher (where applicable). 
• Our support encompasses troubleshooting, feature guidance, and resolution of application-specific errors for Office 365 applications. However, it does not extend to general usage assistance. 

Microsoft 365 Administration and Management 

• Support for tenant administration tasks within the Microsoft 365 Admin Centre. 
• User and licence management, including user provisioning, de-provisioning, and role assignments, as well as licence allocation, management, and troubleshooting. 

Exchange Online 

• Assistance with email management, including mailbox creation, shared mailboxes, aliases, and forwarding. 
• Troubleshooting email delivery issues within the Microsoft 365 environment. 

OneDrive for Business 

• Support for file storage, sharing, syncing, and access management. 

SharePoint Online 

• Assistance with site creation and management within Microsoft 365, document library support, file sharing, and permissions. 

Microsoft Teams 

• Support for channel and team setup, troubleshooting access, permissions, and functionality, along with integration with other Microsoft 365 services. 

Security & Compliance Features 

• Guidance on configuring security policies, such as Multi-Factor Authentication (MFA), Data Loss Prevention (DLP), sensitivity labels, and information protection. 

Microsoft 365 Cloud Services 

• Support for general cloud service issues, including availability and accessibility, as well as storage management for OneDrive, Exchange, and SharePoint. 

Service Requests and Change Management 

• Assistance with routine service requests, such as adding or removing users, configuring mail flows, and compliance configurations. 

Out of Scope Services 

The following items are explicitly out of scope and are not covered under this Microsoft 365 Support Charter: 

Customer-Owned Devices and Peripherals 

Troubleshooting or configuring customer-owned laptops, desktops, or mobile devices, as well as physical hardware support or repairs. 

Network and Internet Connectivity 

Assistance with local network setup, router configurations, or internet connectivity troubleshooting. 

Non-Microsoft 365 Applications and Software 

Support for any third-party software or applications not listed within the Microsoft 365 suite. 

Advanced Customisation and Development 

Custom code development, PowerShell scripting, or advanced API configurations. 

On-Premises Infrastructure and Hybrid Configurations 

Support for on-premises server integration or hybrid environments with Microsoft 365, including directory synchronisation with Active Directory. 

SkyKick Exchange and Microsoft 365 Backup Support 

As part of our commitment to data protection and recovery, we support backup services through SkyKick for Microsoft Exchange and Microsoft 365.  

For detailed restoration times and data recovery policies, refer to SkyKick’s support documentation. 

https://www.skykick.com/trust-center/ 

Addendum 1: Laptop and Windows Support Service 

If a customer chooses to purchase the Laptop and Windows Support Service in addition to Microsoft 365 support, the following addendum applies: 

Scope of Laptop and Windows Support 

1. Operating System Support 

• Assistance with Windows installation, activation, updates, security settings, and user account configuration. 
• To provide remote support for Windows 11 devices - Configuring and managing Windows Defender and firewall settings for security, resolving software crashes, slow performance, and connectivity issues through remote troubleshooting. We assist with driver updates and peripheral setup. Additionally, we provide support for Windows features, user account settings, and performance optimisation. 

2. Device Configuration and Troubleshooting 

• Initial setup, user profiles, connectivity, and account login assistance, along with peripheral setup. 

3. Application Installation and Compatibility 

• Installation and troubleshooting for Microsoft 365 applications on supported laptops. 

Service Exclusions under Laptop and Windows Support 

This addendum specifically excludes: 

• Physical repairs or replacement of laptop hardware components. 
• Support for non-standard laptops not purchased under this agreement. 
• Troubleshooting network issues related to external devices (e.g., Wi-Fi routers). 
• Devices under warranty should be deferred to the vendor directly. 

Support Hours and Service Levels for Laptop and Windows Support 

• See Support Levels defined at the beginning of this document. 

Addendum 2: Professional Services for Out-of-Scope Requirements 

For requirements outside the scope of this Support Charter, customers may purchase additional professional services from EVCO. Professional services are designed to address specific needs for custom configurations, integrations, or projects that fall outside the supported services outlined in this document. 

Scope of Professional ServicesProfessional services may include, but are not limited to: 

• Advanced Microsoft 365 customisations, scripting, and PowerShell configurations. 
• Integration of Microsoft 365 with third-party applications or on-premises infrastructure. 
• Consultation for complex compliance, security, or data migration projects. 
• Development of custom applications, workflows, or SharePoint sites. 

For pricing details and availability of specific services, please visit our pricing page atevco.ltd/pricing. 

Addendum 3: Mobile Device Management 

1. Purpose 

This addendum outlines the scope and responsibilities related to the use of Microsoft Intune for Mobile Device Management (MDM) as part of EVCO Services’ support provision. It defines operational policies, clarifies the roles of EVCO Services and the customer, and provides details regarding the management of business and personal devices. 

2. Definitions and Responsibilities 

2.1 Customer-Defined MDM Policies 

• The customer is responsible for defining MDM policies, including device access levels, compliance requirements, and security measures. 
• EVCO Services will configure and manage these policies in accordance with the customer’s specifications, as detailed in the associated Statement of Work (SOW). 

2.2 Lost or Compromised Devices 

• For devices that are lost, stolen, or otherwise compromised, Intune MDM provides the following options: 
• Remote Wipe: Erases all data on the device to prevent unauthorised access. 
• Selective Wipe: Removes only corporate data while leaving personal data intact, suitable for personal devices enrolled in the MDM. 
• Lost Mode Activation: Allows for enhanced tracking and management of supported business devices. 
• EVCO Services will respond to requests to wipe devices within four (4) hours of receiving notification during contracted support hours, provided the necessary information is supplied by the customer. 
• Customers can also be enabled to perform remote wipe actions themselves, if this capability is required and agreed upon in advance. 

3. Device Management 

3.1 Business Devices 

Business-owned devices are fully managed under Intune MDM, offering the following capabilities: 

• Full device enrolment, enabling the deployment of applications, configuration profiles, and enforcement of security compliance. 
• Comprehensive monitoring and reporting on device status and usage. 
• Remote actions such as lock, reset, or wipe to secure corporate data. 

3.2 Personal Devices (BYOD) 

Personal devices enrolled in Intune MDM are managed with the following considerations: 

• Enrolment is typically limited to a selective scope, employing Application Protection Policies (APP) to manage corporate applications and data only. 
• Access to corporate systems or data may be restricted based on compliance checks, such as device security posture or health status. 
• Personal applications and data remain private and unmanaged. 

3.3 Exceptions and Customer Options 

The customer may define specific exceptions or additional policies in the SOW, including: 

• Allowing limited access to corporate email or applications on personal devices without full device enrolment. 
• Tailored policies for the handling of corporate versus personal data during a selective wipe. 
• Establishing usage restrictions for non-compliant devices. 

4. Implementation and Support 

EVCO Services will support the configuration, deployment, and ongoing management of Intune MDM policies as defined by the customer. Upon request, the customer can be trained and enabled to perform specific administrative actions, such as remote wiping of devices. All requirements, exclusions, and detailed specifications will be documented in the SOW to ensure alignment with the customer’s operational and security objectives. 

5. Scope and Limitations 

• The scope of Intune MDM services provided under this addendum is subject to the technical and functional capabilities of the Intune platform. 
• EVCO Services is not responsible for the outcomes of customer-defined policies that may conflict with device capabilities or user expectations. 

6. Acknowledgement 

This addendum is supplementary to the primary service agreement and adheres to its terms. Both parties acknowledge and agree to the responsibilities and scope as defined herein.