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.
- Dedicated Helpdesk
- Email and Telephone Support
- User-accessible Web portal for status of incidents
- Screen Share or Secure connection to resolve incidents
- 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
£6800 per unit per year
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+44 20 8942 9708
|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 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|
|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 constraints||Support is provided remotely in the first instance, but can be onsite if required as we have consultants all around the country.|
|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 availability||9 to 5 (UK time), Monday to Friday|
|Web chat support||No|
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.
|Supplier type||Not a reseller|
|Staff security clearance||Other security clearance|
|Government security clearance||Up to Security Clearance (SC)|
|Price||£6800 per unit per year|
|Discount for educational organisations||No|