SELISE provides comprehensive Level 2 support for Variosystems’ Microsoft 365 environment, ensuring timely resolution of technical issues, maintaining operational continuity, and optimizing their M365 infrastructure. In addition to support, SELISE delivers Level 1 training to Variosystems’ technical teams, empowering them to effectively manage the platform. Our services are delivered under a Service Level Agreement (SLA) to guarantee high service standards.
Key Features:
Level 2 Technical Support: SELISE’s expert team acts as the extended workbench for Variosystems, providing in-depth Level 2 support for Microsoft 365 services, initially covering E5 license-related products. This includes resolving complex technical issues related to Microsoft products and services.
Efficient Incident Management: SELISE’s support function responds to support requests and incidents via a ticketing system, ensuring proper logging, tracking, and resolution of issues escalated from Variosystems’ Level 1 support team. For major incidents, tickets may be routed directly to Level 2 support.
Proactive System Monitoring and Health Checks: While not explicitly detailed as “daily health checks” like in the OrderMonkey example, the 24/7 service availability and SLA imply continuous monitoring and a focus on proactive issue resolution to maintain system health.
Microsoft 365 Service Support: SELISE provides support across various Microsoft 365 packages/services, including tenant management, identity and authentication, Exchange Online, SharePoint Online, Microsoft Teams, and more. Support can be extended to other services as mutually agreed.
Training and Knowledge Transfer: SELISE provides training and guidance to Variosystems’ users and the Level 1 support team, empowering them to manage day-to-day operations and resolve common issues. SELISE also assists in maintaining an up-to-date knowledge base and documentation.
Collaboration and Communication: SELISE collaborates with other support teams and departments within Variosystems to escalate and resolve complex issues. Clear task management and communication procedures and channels are essential for effective support delivery.
Service Level Agreement (SLA) Adherence: SELISE ensures adherence to agreed-upon service level agreements (SLAs) and performance metrics, guaranteeing service quality and responsiveness.
System Optimization Guidance: SELISE assesses Variosystems’ needs and provides guidance on optimizing their Microsoft 365 environment, including recommendations for changes in licenses/services.
Outcome:
SELISE’s Level 2 Microsoft 365 support ensures Variosystems has a stable and efficient M365 environment through expert technical assistance, user training, and strict SLAs. This partnership enhances Variosystems’ technical capabilities and platform efficiency, enabling a smooth and productive M365 experience.
