SharePoint Support Services

Our SharePoint support services cover the full Microsoft 365 SharePoint ecosystem: SharePoint Online administration, Microsoft Teams + SharePoint integration, OneDrive for Business, Power Platform (Power Automate, Power Apps), Microsoft Purview compliance configurations, and SharePoint Server (2016/2019) for on-premise environments. Support includes incident resolution, proactive monitoring, configuration management, security management, user access management, and strategic advisory — everything your IT team needs to keep SharePoint running smoothly without maintaining deep in-house expertise.

Our Enterprise 24/7 support tier provides a 15-minute response SLA for Priority 1 (P1) incidents — defined as SharePoint completely unavailable or a business-critical workflow failed. P2 (significant impairment affecting multiple users) receives a 1-hour response. P3 (single user or minor functionality issues) receives a 4-hour response. Professional Support provides 2-hour P1 response during extended business hours. All SLAs are contractually guaranteed with escalation procedures and credits for violations.

Yes, this is one of our most common support scenarios. We take over SharePoint environments built by other consultants, in-house IT teams, or Microsoft partners regularly. Our onboarding process includes: environment documentation (if none exists), architecture review, security audit, and a 30-day transition period where we document everything and establish our monitoring baselines. We handle SharePoint environments of all sizes, configurations, and complexity levels — including heavily customized environments with SPFx, custom workflows, and third-party integrations.

Yes, Enterprise 24/7 support includes on-site support when remote resolution is not sufficient. On-site visits are most common during: major migrations or upgrades requiring physical presence, training events for large employee groups, executive workshops, and complex infrastructure issues requiring hands-on access. On-site support is available in major U.S. metropolitan areas with travel time included for accounts outside primary coverage areas. We also have a nationwide partner network for organizations requiring local physical presence.

Support contracts are monthly or annual agreements with a fixed monthly fee based on your environment size (number of users, sites, and complexity) and the support tier you select. Monthly contracts provide flexibility; annual contracts typically include a 15-20% discount. The contract covers: defined hours and response SLAs, unlimited support tickets within scope, proactive monitoring, and included advisory hours. Work outside the defined scope (major projects, migrations, custom development) is quoted separately. You can upgrade or downgrade tiers with 30 days notice.

Enterprise 24/7 support clients have access to our 24/7 emergency line with a dedicated on-call engineer. After-hours emergencies are triaged within 15 minutes. Our on-call team handles: SharePoint Online outages (though Microsoft 365 outages are Microsoft's responsibility, we coordinate and communicate), Power Automate critical failures affecting business processes, permissions emergencies (key user locked out), and security incidents (suspected data breach). We maintain an emergency runbook for each client covering common failure scenarios and proven remediation steps.