SharePoint Support & Managed Services

4 answers from our senior SharePoint consultants.

What does 24/7 SharePoint support include?

Our 24/7 managed SharePoint support covers: proactive health monitoring (alerts before issues impact users), break-fix support for outages and errors, performance optimization, security patch management, governance enforcement, end-user helpdesk support, and monthly health reports. Support is delivered through a dedicated portal with SLA tracking, and emergency issues receive a guaranteed 1-hour response from a senior SharePoint engineer — not a first-tier help desk.

What is your response time for critical SharePoint issues?

For emergency support engagements, we guarantee a 1-hour response from a senior SharePoint architect. For standard managed support, response times are: Critical (site down, data inaccessible) — 1 hour; High (major functionality broken) — 4 hours; Medium (partial degradation) — 8 business hours; Low (general questions, enhancements) — next business day. All SLAs are contractually backed with remedies for violations.

Can you provide support for a SharePoint environment that another vendor built?

Yes. We routinely take over support for SharePoint environments built by Microsoft, system integrators, or internal IT teams. Our onboarding process includes a full environment health assessment (2–4 weeks), documentation of your architecture, governance policies, and customizations, and a risk remediation plan for any issues found. This gives us the context to support your environment as effectively as if we had built it.

Do you offer user training as part of support?

Yes. End-user training and administrator training are available as standalone engagements or included in managed support packages. Training options include live instructor-led sessions (virtual or on-site), self-paced e-learning modules, quick-reference guides, and custom training for your specific SharePoint configuration. We train users on SharePoint fundamentals, Microsoft Teams + SharePoint integration, Copilot AI usage, and role-specific workflows relevant to your organization.

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