Microsoft 365 and Google Workspace Scope of Support
Below is the Scope of Support that we generally follow. The Scope of Support in your agreement supersedes this Scope of Support. For any questions, please reach out to your Account Manager.
| SERVICE | FREQUENCY | INCLUDED |
|---|---|---|
| Purchasing or renewing Microsoft 365 and Google Workspace licenses and subscriptions | AS NEEDED | YES |
| Explaining Microsoft 365 and Google Workspace features and benefits | AS NEEDED | YES |
| Configuring and activating users accounts and mailboxes | AS NEEDED | YES |
| Configuring groups and distribution lists | AS NEEDED | YES |
| Resetting users account passwords | AS NEEDED | YES |
| Installing and configuring licensed Office 365 desktop software | AS NEEDED | YES |
| Configuring the native email client for Android, iOS, and the Outlook mobile app | AS NEEDED | YES |
| Recovering deleted mail within the last 30 days | AS NEEDED | YES |
| Troubleshooting mail flow within client’s tenant | AS NEEDED | YES |
| Getting Started with Office 365 and Google Workspace | AS NEEDED | YES |
| Migration to Office 365 and Google Workspace | AS NEEDED | PROJECT |
| SharePoint migrations | AS NEEDED | PROJECT |
| Full Office 365 and Google Workspace backups and restoration | AS NEEDED | PROJECT |
| SharePoint file recovery | AS NEEDED | PROJECT |
| Advanced SharePoint configuration and support | AS NEEDED | PROJECT |
| Implementing security best practices | AS NEEDED | PROJECT |
| Troubleshooting connectivity issues with third-party clients | AS NEEDED | HOURLY |
| Troubleshooting network connections | AS NEEDED | HOURLY |
| Troubleshooting device operating system and hardware | AS NEEDED | HOURLY |
Escalations to Microsoft and Google
In the event that we need to escalate an issue to Microsoft or Google, we will do so on your behalf and instruct Microsoft or Google to work with you directly. If you would like us to mediate and assist with the issue, we can do so for an additional cost.
What’s not covered by the Scope of Support
- Additional labor not covered in the Scope of Support requested by Client will be billed at a discounted hourly rate.
- Labor, beyond basic, reasonable, support, for Microsoft Office 365 services, Google Workspace, or other service offerings offered by Frontier IT or Springs Hosting.
- Service and offerings that are not purchased through Frontier IT or Springs Hosting.
- Training or continual education of software, systems, processes, and policies used by Client beyond Frontier IT dashboards and portals.
- Cost of any software, licensing, or software renewal or upgrade fees of any kind.
- Cost of any 3rd party vendor or manufacturer support or incident fees of any kind.
- Cost to bring Client’s environment up to minimum standards required for services.