The definition of large company is not set in stone. A suitable plan is available both for companies with 50 users and companies with 5,000 users.
The support service for large companies is for you if:
- your own IT resources are not enough
- you need the help of experts in short term, for one project (management, development, growth and updating process)
- you have business-critical systems that require special attention and maintenance
- you need technical problems solved quickly and professionally
- you need additional feeling of security to sleep better at night.
Enterprise Support |
hours | hours per year |
annual price | monthly price |
| Support package 10 | ||||
| Mapping of the current situation | 10 | 120 | € 6,000 | € 500 |
| Consultation & development suggestions | ||||
| Pro Support package 15 | ||||
| Mapping of the current situation | 15 | 180 | € 9,900 | € 825 |
| Consultation & development suggestions | ||||
| 2nd level of support service 8.00 a.m. to 6.00 p.m. | ||||
| Pro Support package 15+ | ||||
| Mapping of the current situation | 15 | 180 | € 9,900 | € 825 |
| Consultation & development suggestions | ||||
| 2nd level of support service 8.00 a.m. to 6.00 p.m. | ||||
| + User support service | 13€ per user x12 | 13€ per user | ||
| Pro Support package 26 | ||||
| Mapping of the current situation | 26 | 312 | € 15,600 | € 1,300 |
| Consultation & development suggestions | ||||
| 2nd level of support service 8.00 a.m. to 6.00 p.m. | ||||
| Pro Support package 26+ | ||||
| Mapping of the current situation | 26 | 312 | € 15,600 | € 1,300 |
| Consultation & development suggestions | ||||
| 2nd level of support service 8.00 a.m. to 6.00 p.m. | ||||
| + User support service | 13€ per user x12 | 13€ per user | ||
| Adv Support package 15 | ||||
| Mapping of the current situation | 15 | 180 | € 16,200 | € 1,350 |
| Consultation & development suggestions | ||||
| 2nd level of support service 24/7 | ||||
| Technical support | ||||
| SLA max 2h | ||||
| Trainings for the main user and end users | ||||
| Adv Support package 15+ | ||||
| Mapping of the current situation | 15 | 180 | € 16,200 | € 1,350 |
| Consultation & development suggestions | ||||
| 2nd level of support service 24/7 | ||||
| Technical support | ||||
| SLA max 2h | ||||
| Trainings for the main user and end users | ||||
| + User support service | 10€ per user x12 | 10€ per user | ||
| Adv Support package 26 | ||||
| Mapping of the current situation | 26 | 312 | € 21,840 | € 1,820 |
| Consultation & development suggestions | ||||
| 2nd level of support service 24/7 | ||||
| Technical support | ||||
| SLA max 2h | ||||
| Ignite pass | ||||
| Trainings for the main user and end users | ||||
| Adv Support package 26+ | ||||
| Mapping of the current situation | 26 | 312 | € 21,840 | € 1,820 |
| Consultation & development suggestions | ||||
| 2nd level of support service 24/7 | ||||
| Technical support | ||||
| SLA max 2h | ||||
| Trainings for the main user and end users | ||||
| Ignite pass | ||||
| + User support service | 10€ per user x12 | 10€ per user | ||
Mapping of the current situation* |
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Mapping of business requirements |
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Identification of the requirements of company |
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Establishing a vision for the future |
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Mapping of issues |
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Mapping of the IT solutions that are currently used |
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Result of mapping of the current situation: first assessment and next steps |
| *If the first mapping is not sufficient, move on with audit | |
Consultation* |
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Introduction of new products |
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Strategic activity plan: Overview of new developments in the IT area |
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How to migrate into cloud? |
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Sharing the best practices and recommendations |
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Help with Microsoft licensing and trainings |
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Help with implementation of Microsoft Teams |
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Detailed analysis if required |
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Creation of project plan |
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Main user trainings |
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2 sessions 2h per month |
| *Consultations to be agreed in advance; SLA 72h | |
2nd Level Support* |
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Support service for server, network and server services |
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Microsoft 365 helpdesk support service |
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Support service of cloud services |
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IT Manager and consultation service |
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Support service for consolidation and connection of systems |
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TABLOO intranet support service |
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Escalation of problems to Microsoft and help via Microsoft Advanced Support |
| *Not included: Migration and implementation of IT services; end user trainings; setup and optimization of network and servers | |
User Support Service |
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O365 admin |
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Device management |
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max 24h SLA |
Technical Support |
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Analysis of infrastructure |
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Consultation of architects of Microsoft (online) |
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Primend Azure support service |
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Management of solving of technical errors resulting from the Microsoft services by Primend* |
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Proof of Concept |
| *Primend can guarantee response time on their part and provide to the client SLA time guaranteed by Microsoft under the Microsoft Advanced Support package | |
Microsoft Advanced Support: |
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Microsoft Advanced Support provides partners with prioritised IT support and access to the architects of Microsoft. Under the programme, Primend can provide prioritised IT support to Microsoft products and consultations on cloud services using the architects of *Primend can guarantee response time on their part and provide to the client SLA time guaranteed by Microsoft under the Microsoft Advanced Support package |
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Response time of Microsoft to fault notifications: |
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| A - Critical (goal: first response in 1hour) | B - Urgent (goal: first response in 2 hours) | C - Important (goal: first response in 4 hours) |
| One or more of the services are not usable or accessible. Production, process and project deadlines suffer greatly or the impact on productivity or company profit is great. Several users and services are impacted | The service is unusable, halted. Impact to business is medium and it is possible to deal with it within a working day. One user, service, client is impacted | Minimum impact on business. The problem is important for the client but does not currently impact the service or productivity much. One user experiences the error but it is still possible to work |
| PS! Microsoft Advanced Support does not include 24/7 support. | ||