Service coverage
Three service areas with explicit boundaries.
Use this catalog to identify the recurring work you need covered, the decisions your practice retains, and the work that requires separate scope.
Service desk
The daily support lane.
Remote request intake, common account and access assistance, Microsoft 365 user support within scope, issue triage, and contextual escalation.
Client-facing identity, intake channel, supported users and applications, approval limits, coverage window, and escalation owner.
On-site activity, after-hours coverage, specialized applications, project delivery, procurement, and commitments not written into the agreement.
Microsoft 365
Stewardship, not silent transformation.
User, group, and license routines; agreed configuration hygiene; operational review; exception visibility; and approval routing for material changes.
Tenant group, administrative boundary, approved baseline, decision owners, change path, and the service band supporting that cadence.
Migrations, tenant redesigns, compliance attestations, large remediation programs, and specialist security projects.
Managed cadence
Repeatable baseline work.
Agreed endpoint routines, security-baseline checks, exception tracking, review cadence, and a priority path where explicitly included.
Tooling, endpoint population, baseline, review frequency, approval path, exception handling, and client-facing reporting context.
No always-on SOC, universal security monitoring, unlimited remediation, forensics, or guarantee of an incident-free environment is claimed.
Common exclusions
A professional catalog says what it does not silently contain.
Projects, migrations, redesigns, on-site work, after-hours coverage, procurement, hardware, third-party subscriptions, and specialist investigations can be valuable. They are not automatically bundled into the per-user reference bands.
The partner briefing should begin with one lane and its edge, not a request to absorb every unknown.
Compare reference plans