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

Planning

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
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 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
Quality assurance and performance testing service No

Security testing

Security testing
Security services No

Ongoing support

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 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

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

Resellers
Supplier type Not a reseller

Staff security

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

Pricing

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

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions pdf document: Modern Slavery statement
Service documents
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