• Visit https://support.microsoft.com to see all the self-help resources that are available from Microsoft. You can navigate quickly for help with specific topics or applications, or search for what you need.
• Setup Microsoft 365 applications and email on your mobile device.
• Learn how to Install Microsoft 365 applications on a computer
• Check out the Microsoft’s Microsoft 365 Quick Starts to help you become productive on individual applications.
• For helpful videos on how to work with Microsoft Outlook click here.
• For helpful videos on how to work with Microsoft Teams click here.
• Learn how to upload and save files and folders to OneDrive for Business
• Learn how to share files and folders in OneDrive for Business
• To find and release quarantined messages go to https://security.microsoft.com/quarantine.
• For detailed instructions on how to work with your message quarantine click here.
• Setup your user accounts with Multi-factor authentication

Product Description

With Microsoft 365, businesses of all sizes can work easier, work together, and worry less. This cloud-based platform always stays up-to-date, keeps Customer data private and secure, and gives users the ability to access their data from anywhere, anytime.  Microsoft 365 is a subscription-based platform that provides flexible and familiar tools for collaboration across teams, devices and platforms so organizations can work efficiently and stay productive.  Microsoft 365 service from TPx complements Microsoft 365 perfectly by employing expert resources to migrate you into the Microsoft 365 Cloud and manage the environment to ensure it remains secure, available, and performing optimally.  Refer to  Microsoft 365 Product Description for more details.

Service Onboarding

The first step in the service relationship is Onboarding. Onboarding includes the start-up activities necessary to ensure that the ongoing service meets your specific technical and customer-service requirements.  This includes creating and configuring the Microsoft 365 tenant, enabling users and applying licensing, migrating existing email data if applicable, setting up standard support procedures and schedules, and establishing communications processes. The onboarding process is led by the TPx team and with your engagement is typically completed within 35 business days.  Refer to What to expect during Microsoft 365 Onboarding for more details.

Ongoing Support

Once the Onboarding project is complete, Our Onboarding team will update all documentation in the customer runbook and transfer responsibility for supporting your  Microsoft 365 service to the Support Team. You have access to the support team any time 24x7x365 via phone and online service request. To learn more about placing support tickets or contacting TPx visit https://www.tpx.com/contact-us/contact-support/

Account, Billing & Service Management

We recognize that your needs may needs change and you may have questions that do not require a technical support call.  We’re here to help!  As a valued customer, you will be assigned a dedicated Account Manager to help you manage these changes, answer your questions, and facilitate access to additional TPx resources as needed to ensure your complete satisfaction.  You can also access the support department directly for simple changes such as adding additional Endpoints, or reassigning an endpoint to a different user, or to escalate a service issue.  Billing inquiries can be directed to our finance department as needed.

It is our goal to deliver a frictionless customer experience for you during the onboarding process.  As part of this you will be assigned a dedicated Managed Service Delivery Specialist.  This individual will be a single point of contact to manage the onboarding process and coordinate the other TPx experts that are part of your onboarding team. In addition, TPx will create a “Runbook” that will house all important documentation regarding your service and systems.  This Runbook will be maintained as your systems and/or service changes over time.

Onboarding deliverables

Service Onboarding includes the following major tasks/milestones:

1. Engineering resource request

• • Your dedicated Manages Service Delivery specialist will request and schedule an Engineering resource to lead the technical onboarding process

2. Welcome / Kickoff Call

• • Your dedicated Managed Service Delivery Specialist will schedule the initial welcome call
  • Contracted services and licenses will be reviewed
  • General project timelines, activities, and responsibilities will be discussed and confirmed
  • Microsoft 365 setup and migration process will be discussed
  • The customer Runbook will be updated

3. Technical Call

• • Your dedicated Managed Service Delivery Specialist will schedule the technical call
  • TPx Implementation Engineer will review the project Scope of Work
  • Confirm all licensing details
  • Review technical configuration options
  • Verify system prerequisites are understood

4. Partner of Record Change (if applicable)

• • Complete the Partner of Record change process to allow TPx technical support and billing management access to your existing Microsoft 365 tenant
  • Review users and license assignments with customer, adjust as needed
  • Perform a security and health check on the existing Microsoft 365 tenant (Remediation of issue is subject to additional charge)

5. New Tenant setup (if applicable)

• • Create Microsoft 365 Tenant
  • Identify mail users, aliases, shared mailboxes, distribution groups and public folders
  • Create users and apply licensing
  • Configure the Microsoft 365 tenant
  • Test mail flow
  • Migrate existing emails (if applicable)

• • • Provide discovery spreadsheet to Contact for confirmation of all that are to be included in the migration project.
    • Add additional license QTY’s to existing Subscriptions

• • Configure DNS

• • Test Impersonation (if available). Impersonation allows the Migration software tool used by TPx access to source mailbox without needing the Password.
  • If Impersonation is not available, Automated emails will be sent to each mailbox user prior to migration requesting their passwords. Customer Contact will be requested to send an email to all users to indicate the upcoming email from TPx is legitimate.
  • Determine user/license/mailbox assignments

• • Setup Connectors, if needed
  • Establish migration schedule

• • Execute migration and review status
  • Configure Skykick Backup for Email, OneDrive for Business, SharePoint, Groups and Teams as needed. (For OPTIMUM Customers only)
  • Identify and address issues

6. Support Handoff

• • Onboarding project completion will be confirmed
  • Managed Service Delivery Specialist will schedule a closing call
  • At this point the support relationship will be handed off from our Onboarding Team to our support team.
  • The TPx support representative will review final runbook details and services
  • Support active confirmation email sent to the customer.

(1) Issues such as simple configuration changes to support operational and security best practices will be resolved at no charge during onboarding. Larger issues such as major product configuration or troubleshooting may require additional billing.

Onboarding Timeline

Service Onboarding generally takes about 35 business days to complete.  Onboarding can be expedited as needed for an additional fee.

With Microsoft 365, businesses of all sizes can work easier, work together, and worry less. This cloud-based platform always stays up-to-date, keeps Customer data private and secure, and gives users the ability to access their data from anywhere, anytime.  Microsoft Microsoft 365 is a subscription-based platform that provides flexible and familiar tools for collaboration across teams, devices and platforms so organizations can work efficiently and stay productive.  Microsoft 365 service from TPx complements Microsoft Microsoft 365 perfectly by employing expert resources to migrate you into the Microsoft 365 Cloud and manage the environment to ensure it remains secure, available, and performing optimally.  Once you are successfully migrated to Microsoft 365 Our resources are there 24x7x365 to provide technical support, configuration and change management, and user administration to help you get the most out of your investment in Microsoft 365.

Solution Benefits

The unique benefits provided by this service include:

• A Seamless Transition – TPx engineers have performed hundreds of migrations for customers of all sizes. Leveraging our proven migration process, Customers will benefit from a smooth and efficient transition to the Microsoft Microsoft 365 Platform.
• Improved Productivity – TPx will configure our Customers Microsoft 65 environment according to our recommended practices. This ensures that it is built right and that Customers maximize their ability to leverage this powerful platform to improve employee productivity.
• Enhanced Security – Microsoft 365 contains many built-in Security enhancements and tools. TPx will configure and manage these per recommended practices and individual customer requirements.
• Enhanced Disaster Recovery –Microsoft 365 OPTIMUM service level includes our complete data protection and recovery solution. This solution securely backs up all Email, OneDrive and SharePoint data in Microsoft 365 to a separate Azure instance which enhances your ability to quickly recover important data by eliminating the dependence on Microsoft’s limited native capabilities in this area. This also helps provide a redundant environment to protect against ransomware attacks within Microsoft 365 itself.
• Reduced Administration Costs – TPx is one partner to handle all your Microsoft 365 needs, from billing management to technical support. Reduce the amount of administrative time your team needs to spend managing this complex environment with Microsoft 365, and never have to call Microsoft again.

​​​​​​Available Service Levels

Microsoft 365 is available in two different service levels to meet a variety of customer use cases.

• Microsoft 365 CORE:  The CORE Service Level provides license management and technical support management.  It is designed for organizations that have their own in-house IT staff that will manage and administer the Microsoft 365 environment.
• Microsoft 365 OPTIMUM:  The OPTIMUM Service level is designed for organizations that want TPx to manage and administer their Microsoft 365 environment.  It includes all features of the CORE service level, as well as User Account Management, Configuration Management and Security Administration.  In addition, OPTIMUM Service includes a Disaster Recovery solution for Microsoft 365 to protect Email, OneDrive, SharePoint and Teams data against loss.

Important Service Considerations

The following information summarizes some key service exclusions and considerations.

Technical Support:  Customer should submit support tickets directly to TPx not Microsoft.  TPx will address initial troubleshooting and escalate to Microsoft as needed

User “How-to” support: Microsoft 365 service does not include “how-to” support for end-user applications

Customer portal access: TPx does not prevent authorized customer contacts from accessing their Microsoft 365 Administration Portals or prohibit self-administration.

One Service Level per tenant:  Managed support is provided on a per user basis, each user with a Microsoft 365 license must have a corresponding Managed Service Level instance (CORE or OPTIMUM).  All users must be covered under the same Managed Service Level.

System Requirements

Email client requirements can be found here.

Outlook 2010 End-of-support roadmap can be found here.

**Note: use of IMAP/POP connections and 3rd party email clients like Thunderbird and Apple Mail are not supported by TPx.  For best operation and security TPx recommends using Microsoft Outlook 2013 or higher, or Outlook Web Access.

Cloud-to-Cloud Backup

Microsoft 365 OPTIMUM Service Level includes a comprehensive Backup solution that protects Email, OneDrive, SharePoint, Groups, and Teams data against loss.  This solution is provided to TPx through best-in-class software from  Skykick.  Skykick Cloud Backup empowers your customers to get the most out of their Microsoft 365 investment by protecting their data and productivity across the Microsoft 365 tenant.  Microsoft 365 it is not designed to quickly and easily restore lost, deleted, or corrupted data to ensure ongoing productivity.  It is designed to protect against an infrastructure failure, not a loss of Customer data.   Considering that 75% of Cloud Data loss is due to human causes (Mistakes, Malicious attacks, etc), this leaves a major gap in Microsoft’s Disaster Recovery story that puts Customer’s data at risk.  Without Skykick Cloud Backup, a single restore request can mean several hours of downtime – if the data is even recoverable (as seen in the chart below).

The unique benefits provided by this service include:

• Unlimited Retention  – When items are deleted from Microsoft 365 they are typically only retained for 30 days.  They are then no longer recoverable.  Skykick Cloud Backup makes information available for as long as you maintain an active contract with us.
• One Click Restore – Restore documents, mail items, folders, contacts, and even entire mailboxes at the click of a mouse
• Multiple daily backups – Six snapshots a day are taken to protect your data
• Unlimited Storage – Unlike many competitors who include set storage limits and charge extra for exceeding them, Skykick Cloud Backup includes no storage limits for Exchange, OneDrive SharePoint, Groups or Teams.

This cloud-to-cloud backup solution is also available as a billable add-on for CORE service.