Content and Code Ltd

Microsoft 365 Support

Microsoft 365 support provided by our experienced team covers incidents, requests, monitoring, reporting to provide a seamless, end-to-end support experience for your Microsoft 365 users. With multiple support tiers available, we can ensure the right level of support is provided to help you maximising your investment in Microsoft 365 technologies.

Features

  • Microsoft 365 (previously Office 365) Admin Support
  • SharePoint Online Code Support
  • Incident Management & Service Request Fulfilment
  • Microsoft 365 Monitoring
  • Microsoft 365 Analytics
  • Microsoft 365 Insights
  • Change & Release Management
  • Based on ITIL Framework
  • Escalation Management
  • For more detail, please see www.contentandcode.com

Benefits

  • Leverage all the features of the Microsoft 365 stack
  • Complete end-to-end managed support in Azure
  • Priority support handling from Microsoft
  • Proactive maintenance
  • Cost optimisation
  • Reduced downtime
  • Unified support model
  • Facaded Microsoft support
  • Priority support handling
  • End-to-end support

Pricing

£550 a person a day

  • Education pricing available

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at bids@contentandcode.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

9 8 0 8 0 5 9 8 2 5 0 7 2 3 9

Contact

Content and Code Ltd Andy Sayer
Telephone: 07720 262 320
Email: bids@contentandcode.com

Planning

Planning service
Yes
How the planning service works
Content and Code specialise in providing end-to-end Microsoft 365 and SharePoint maintenance, monitoring and optimisation services. Our extensive experience and unrivalled knowledge along with a proven transition and planning methodology will ensure that we can design and plan delivery of of optimal Microsoft 365 or SharePoint support which will ensure your Microsoft 365 services are available, current, and performing at maximum efficiency.
Planning service works with specific services
Yes
Hosting or software services the planning service works with
  • Microsoft Office 365
  • SharePoint
  • Exchange
  • Office ProPlus
  • Delve
  • Teams
  • Yammer
  • Nintex Workflow Cloud

Training

Training service provided
Yes
How the training service works
Content and Code provide comprehensive user training on Microsoft 365 products as well as activities that support the training such as adoption support and business change planning. User training services includes training guides for admins and users, videos, quick-start guides, floorwalking, drop-in clinics, training project champions, execs coaching, lunch and learns, classroom-style training, and Yammer self-help sessions (Yam Jams).
Training is tied to specific services
Yes
Services the training service works with
  • Microsoft 365
  • SharePoint
  • Exchange
  • Office ProPlus
  • Nintex
  • Yammer
  • Power BI
  • Teams

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
Whenever Content and Code take on the support of a ‘new’ client running either a SharePoint or Microsoft 365 environment that we are unfamiliar with we need to conduct a Health Check comprising the following ‘on-boarding’ activities before we can provide any support services:
- A Microsoft 365 Configuration Assessment
- A Custom Code Review (covering any custom solutions that need to be supported (if relevant)

The primary objective of our Microsoft 365 Configuration Assessment is to establish if the Microsoft 365 tenant has been configured in line with Microsoft best practice and is supportable, whilst the secondary one is to familiarise ourselves with this in order that we can provide the required support and advice.

If the client has any custom solutions that they require supporting, Content and Code will also need to undertake a review of these if we are going to be able to support them.
Setup or migration service is for specific cloud services
Yes
List of supported services
  • Microsoft Office 365
  • SharePoint
  • Exchange
  • Teams
  • Yammer
  • Azure
  • Microsoft Dynamics 365

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
As we provide cloud solutions to our clients, quality assurance is critical in achieving our goal of delivering “right first time”. Testing against all client's requirements and driving the delivery of high quality code helps us to reduce User Acceptance Testing (UAT) effort and rework. We ascertain the level and depth of quality assurance necessary and tailor our QA efforts accordingly.

We utilise a Risk Based Testing, prioritising tests on functionality with highest potential impacts and propensity to failure. We continuously review test plans ensuring we identify and rectify all critical defects. On system test completion, we provide a QA Test Report summarising the test activities and any resulting recommendations. Where required, we also support client UAT needs by providing consultants able to perform UAT management and test analysis in order to guide client teams in the most effective ways to UAT the solution.

Security testing

Security services
Yes
Security services type
  • Security strategy
  • Security design
  • Cyber security consultancy
  • Security audit services
  • Other
Other security services
  • Enterprise Mobility + Security consulting
  • Microsoft Cloud Security consulting

Ongoing support

Ongoing support service
Yes
Types of service supported
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
How the support service works
This is delivered via our Managed Services function, which is underpinned by ITIL and our own service management framework.

Service scope

Service constraints
Details of services and any constraints that could apply are defined in the service design workshop and the target operating model (TOM) agreed with the client.

User support

Email or online ticketing support
Email or online ticketing
Support response times
Depends on the priority of the ticket. Initial responses are tied into our response SLAs, however response times for general questions are not targeted. Response times at weekends will depend on whether weekend support is taken up.
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), 7 days a week
Web chat support
No
Support levels
Content and Code have four tiers of support available for clients: Entry, Essential, Enhanced, and Elite. All levels of support include UK-based support desk with 8:00-18:00 M-F cover (excluding public holidays), extended hours are available as an option at an extra cost to the client; and technical support hours per month increasing from 8 (entry level) to unlimited (elite level). Essential, enhanced, and elite support additionally include service reporting, data analytics, and change management. Enhanced and elite levels have support for service and technical account management, proactive (event) management, and major incident management. Elite is the only level that includes operational run tasks (e.g. scheduled checks).

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Developed Vetting (DV)

Pricing

Price
£550 a person a day
Discount for educational organisations
Yes

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at bids@contentandcode.com. Tell them what format you need. It will help if you say what assistive technology you use.