Build the escalation boundary
Name the supported tenants, workloads and ticket types. Agree what your help desk investigates first, which evidence accompanies an escalation and who communicates with the end customer. Branding and customer-contact arrangements are written into the engagement.
Work through approved operational tools
The portfolio includes ConnectWise, N-able and Zendesk among the operational tools used by the practice. Access, ticket routing, documentation, data handling and license responsibilities must be agreed for the tools your team uses.
Scope recurring support and projects separately
- Level 3 Microsoft administration and escalation.
- Tenant consolidation and hybrid Exchange migrations.
- Intune, Autopilot and Conditional Access projects.
- Azure infrastructure, AVD and Windows 365 work.
- Support hours, priority definitions and handover procedures in writing.
Questions buyers ask
Does this replace our Tier 1 help desk?
The portfolio describes co-managed Level 3 support with the customer help desk retaining Tier 1. Any different division of work must be assessed and agreed.
Are white-label terms or non-solicitation commitments automatic?
No. Branding, customer access, confidentiality and commercial terms must appear in the signed engagement.
Related services
Scope MSP escalation support
Describe your Microsoft tenants, workloads, users, current responsibilities and target date. Access and confidential evidence are arranged separately.
Remote delivery across the United States and Canada. Hours, price, on-site exceptions and recovery responsibilities are confirmed in your written proposal.
Updated October 15, 2026. Monitoring, support response and project work have distinct scopes. Capability and credential information · Company details.