Specialist support for the SharePoint Online intranets, custom solutions and Microsoft 365 environments we deliver. Cover from 7am to 11pm UK, a knowledge base and AI assistant that never close, and a team who already know how your environment is put together.
Our longest-standing support client joined in 2019 and they are still with us today.
7am to 11pm UK
Sixteen hours. Covers the full working day in the UK, Europe and most of North America.
Four priority levels
Two-hour response on a P1, with commitments published below rather than buried in a contract.
Thirteen specialists
Across three escalation levels. The senior specialist on your account has usually worked on your build.
Round-the-clock self-service
Knowledge base and AI assistant, for the hours we are closed or the questions you would rather answer yourself.
Almost none of it is about the platform being down. It is about not having anyone who knows how your environment was put together – which is a different problem, and the one a general IT team is least equipped to solve.
"My team can run the tenant. They cannot fix the intranet"
Accounts, laptops, licences and access to business systems - all covered. But nobody there specialises in SharePoint, and the intranet is the thing people complain about.
"Someone deleted a page and I do not know how to get it back"
Content editors are not administrators, and they should not have to be. Recovering pages, rolling back changes and untangling permissions are the everyday requests we handle most.
"Nothing changed on our side and it stopped working"
Microsoft shipped something. A page renders differently, or a flow fails. Knowing that quickly - and having the workaround already - is most of the value we add.
"I have to translate every problem into technical language first"
A generalist helpdesk needs the issue explained before it can be triaged. Ours does not. You describe what you are seeing and we know what it means.
"I cannot justify a permanent SharePoint specialist"
The need is real but it is not a full-time role. A support agreement gives you the capability without the headcount, and you get a team rather than one person who takes annual leave.
"When it breaks, I am the one carrying the can"
The real risk is reputational. Having named specialists on record, before anything goes wrong, is what protects you - not a promise nobody can keep.
We will not promise you uptime. SharePoint Online availability belongs to Microsoft, under Microsoft’s service level agreement. We do not run the platform, so guaranteeing it would be a commitment we are in no position to make – and any supplier who makes it is promising you something they do not control either.
What we will promise is narrower and more useful. When something breaks in what we built, you get a response inside a published timeframe. When Microsoft changes something that affects your environment, we tell you what it means and give you a workaround. And when Microsoft 365 itself is down, we will tell you quickly that it is Microsoft and not you – which is usually the thing you actually need in the first ten minutes.
Not every question needs a ticket, and not every question waits for office hours.
Always open
Our support assistant answers from our own knowledge base. It handles the common questions immediately, at any hour, without anyone raising anything.
Always open
Written by the people who run the desk. For the times you would rather solve it yourself, or it is 2am and you need an answer now.
7am to 11pm UK
A real person on the specialist desk. Best for the questions that are quicker to describe than to write up.
7am to 11pm UK
Our HubSpot portal, so you can see everything open, everything closed, and where each item stands. Nobody has to repeat themselves.
7am to 11pm UK
Complex issues move to a senior consultant through a defined escalation path. No re-explaining from the beginning.
Worth knowing
We built it on our own knowledge base, so we have first-hand experience of what content structure AI actually needs to answer reliably. That is the same work we do for clients →
In practice, intranet support services means a fairly predictable set of tickets. Incident management is most of the volume; the rest is configuration changes and keeping custom work working. Microsoft 365 support services on our fuller agreements extend beyond SharePoint into Power Platform, Azure and AI.
A deleted page, a change that needs reversing, a version that needs restoring, a news post that reached the wrong audience. Some of your team will know how to do all of this. Others will not have the permissions, and most will not have done it recently enough to want to work it out while someone senior asks when it will be fixed. We do it every week.
Why one person cannot see a site, inheritance that broke, sharing that was set up years ago by someone who has left. We treat permissions as an experience problem, not a compliance one - the difference matters.
Web parts, integrations and configuration need maintaining, because the platform underneath them keeps moving - an API version retires, a rendering behaviour shifts, a feature is withdrawn. We know why yours was built the way it was, which is usually most of the diagnosis. Where one of our own products needs an update, we apply it.
Power Automate flows that fail silently, Power Apps that break after an update, and AI features built on models that Microsoft or OpenAI then change underneath you. Available on our fuller agreements.
Microsoft ships constantly. Features get deprecated, interfaces shift, API versions retire, products get renamed or withdrawn outright. For a general IT team it is unreadable noise. For a business running custom work, some of it is a landmine.
So we watch it on your behalf. We know what you have built, we track what Microsoft is changing, and we tell you which changes will actually reach you. On our fuller agreements that happens before it lands, alongside a routine health check on the intranet and the custom work around it. On all of them, if a change has already landed, it is triaged and worked around like any other issue.
Published here rather than buried in a contract. Response times apply between 7am and 11pm UK.
| Priority | What it means | Response | Our commitment |
|---|---|---|---|
| P1 | Your solution is unusable. The intranet or application we support cannot be used by the business, and it is not a Microsoft platform outage | 2 hours | We start work within an hour and keep going until it is resolved or a workaround is in place |
| P2 | A core function is unavailable and there is no way around it | 4 hours | As P1 |
| P3 | Something significant is broken but a workaround exists | 6 hours | Within the response time, an estimate to investigate and an estimate to fix |
| P4 | Minor or cosmetic. The solution works as it should | 24 hours | As P3 |
When Microsoft 365 itself is down, this table does not apply, because the resolution is not ours to give. What we do instead: confirm quickly whether the fault is Microsoft or your environment, help you decide what to tell your people, and stay on it until it clears.
The difference between them is how much Microsoft 365 capability you need us to supply.
You have Microsoft 365 capability in house and need specialist input now and then.
No service commitments or monitoring. If you rarely need us, this is the honest answer.
Your IT team can run the tenant but cannot fix or evolve the intranet.
Nobody in your IT team specialises in Microsoft 365, and you need that capability without hiring it.
Annual cost depends on user numbers, the size of your intranet and how much custom functionality you have. We will talk it through on the first call rather than guess at it here.
We work alongside your IT team and your existing providers, not instead of them. If your problem sits in the list on the right, we will say so early and point you somewhere better.
Where the permissions line falls
We handle permissions as an experience problem – why someone cannot see a site, inheritance that broke, how sharing should work. We do not handle permissions as a compliance problem: retention schedules, records management, or proving access history to an auditor. Other Microsoft partners specialise in that and do it better than we would.
We do not tie support clients into long contracts, and never have. There is nothing stopping any of them leaving at the end of a year, which makes the length of these relationships the only endorsement worth quoting.
Our longest-running support agreement began in 2019. Our eight longest-standing support clients have been with us between five and seven years – across aviation, water, rail, certification, real estate, law and architecture, in the UK, Europe and North America. Several run more than one of our products alongside their support agreement.
Five to seven years of a service nobody was obliged to renew. That is the reason the service day runs to 11pm, too – a support desk that closes at five is no use to a client in Toronto.
Microsoft. SharePoint Online availability is covered by Microsoft’s own service level agreement, and no support partner operates the platform, so none of them can guarantee it. What a support partner can reasonably commit to is response and resolution on the things they do control: your configuration, your custom work, your permissions, and workarounds when Microsoft changes something. Treat an uptime guarantee from a third party as a reason to ask more questions.
Fixes and workarounds on your intranet and custom solutions, page and content recovery, permission troubleshooting, configuration changes, product upgrades, and monitoring. Fuller agreements add training for content editors and administrators, ongoing Microsoft 365 optimisation, proactive tracking of Microsoft changes, and support for Power Platform, Azure and AI services. It should not be confused with managed IT, which covers licensing, devices, security posture and backup.
It depends what they specialise in. Most internal teams handle accounts, devices, licences and access to business systems very capably, and few of them have a SharePoint or Microsoft 365 specialist. We are designed to work alongside that team rather than replace it – they keep running the tenant, and we handle the intranet, the custom work and getting more value out of Microsoft 365.
A managed service provider covers breadth – licensing, endpoints, security posture, backup, general helpdesk. A SharePoint specialist covers depth in one area. The two are complementary rather than competing, and plenty of our clients have both. If you need retention policies, records management or device management, an MSP is the right call and we will say so.
No. SharePoint Online is part of Microsoft 365 and Microsoft has announced no end date for it. The question usually comes from something different: the on-premises SharePoint Server versions do reach end of support on published dates, and organisations still running one of those are the ones with a deadline. Microsoft’s continuing on-premises path is SharePoint Server Subscription Edition. If you are on SharePoint Online, nothing is ending and no action is needed. If you are on an older on-premises Server version, check Microsoft’s product lifecycle page for your exact end-of-support date, because it decides whether you are planning a migration or a routine upgrade. We support SharePoint Online rather than on-premises Server, so if you are still on-premises the useful conversation is about migration first.
A short conversation with someone from the support desk. We will work out which agreement fits, what it would cost, and whether you need one at all. If a retainer is enough, we will tell you that.
