Program Framework

Microsoft Project Online Support

You may have purchased and set up Microsoft Project Online, and require support after implementation with issues that arise. You will benefit from Program Framework’s many years’ experience of providing support services in a cost-effective support plan.

Features

  • Dedicated Helpdesk
  • Email and Telephone Support
  • User-accessible Web portal for status of incidents
  • Screen Share or Secure connection to resolve incidents

Benefits

  • Rapid support for issues or questions relating to best practice
  • An effective way to gain, retain and apply expert knowledge
  • Reduce your downtime and get back to work fast
  • If needed, we will help escalate issues to Microsoft

Pricing

£6800 per unit per year

Service documents

Framework

G-Cloud 11

Service ID

2 7 3 8 8 8 9 6 8 7 9 9 7 1 4

Contact

Program Framework

Lawrie Siteman

+44 20 8942 9708

lawrie.siteman@programframework.com

Planning

Planning service
Yes
How the planning service works
See Microsoft Project Online Deployment Services from Program Framework.
Planning service works with specific services
Yes
Hosting or software services the planning service works with
Microsoft Project Online

Training

Training service provided
Yes
How the training service works
As an optional additional service, Program Framework can provide training to your users to allow them to improve their project management skills using Microsoft Project.
Training is tied to specific services
Yes
Services the training service works with
Microsoft Project Online

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
See Microsoft Project Online Migration Services from Program Framework.
Setup or migration service is for specific cloud services
Yes
List of supported services
Microsoft Project Online

Quality assurance and performance testing

Quality assurance and performance testing service
No

Security testing

Security services
No

Ongoing support

Ongoing support service
Yes
Types of service supported
Hosting or software provided by a third-party organisation
How the support service works
We offer full support for Microsoft Project Online Essentials, Professional and Premium, plus previous versions connecting to Microsoft Project Online.

Service scope

Service constraints
Support is provided remotely in the first instance, but can be onsite if required as we have consultants all around the country.

User support

Email or online ticketing support
Yes, at extra cost
Support response times
Silver Level: Major Issues (Most or all users impacted) - 4 business hours; Minor Issues (Few or no users impacted) - 16 business hours; Queries - 4 business days.
Gold level: Major Issues (Most or all users impacted) - 2 business hours; Minor Issues (Few or no users impacted) - 8 business hours; Queries - 2 business days.
Hours covered extended from 8 am to 5.30 pm:
Silver and Gold level support can be purchased in packs of incidents, or as unlimited annual calls.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
None or don’t know
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
No
Support levels
Support is provided at Silver Level: Major Issues (Most or all users impacted) - 4 business hours; Minor Issues (Few or no users impacted) - 16 business hours; Queries - 4 business days. Gold level is available at higher cost, with hours covered extended from 8 am to 6 pm: Major Issues (Most or all users impacted) - 2 business hours; Minor Issues (Few or no users impacted) - 8 business hours; Queries - 2 business days. Dependent on the severity level and nature of the issue, either or both the technical account manager and the support technician may be involved.
Silver and Gold level support can be purchased either in packs of incidents, or as unlimited annual calls. Silver unlimited support starts at £6,800 for up to 50 users, while the Silver level Initial call pack is 3,500 for 5 incidents, then additional packs of 5 incidents at £1,500.

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Security Clearance (SC)

Pricing

Price
£6800 per unit per year
Discount for educational organisations
No

Service documents

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