Technical Services and Support
Expertise ‘on tap’ to design, maintain, manage and improve your Microsoft 365 environment
How can we help you?
We're not here to leave you high and dry with your new modern workplace, if you don't have an inhouse administrator or would like ongoing access to expertise in 365 training, consultancy, technical services and information management, we can support you.
Scheduled Monitoring
Peace of mind with weekly checks and a monthly written report
Technical support calls
Expertise on tap to resolve your problems or provide ad-hoc advice
Support availability
Regular, after hour, or on demand technical support to suit your business
General problems and queries
Advice and problem solving for all aspects. Also on-premise SharePoint support, training and coaching
Systems Architecture
New designs or upgrades drawing on proven expertise
Workflow, forms & business processes
Analysis, design, build and go-live. Includes Nintex, Power Apps & Flow
What is an SLA and why do we need one?
A Service Level Agreement, SLA, ensures your modern workplace receives regular maintenance, improvements and reporting without the need for an inhouse administrator.
We see it all the time - an organisation rolls out workspaces, runs some training sessions, and then calls the project a success. But do they really know if users are adopting their new workspace? Or will the real picture become clear only when documents are no longer findable, a security breach impacts the bottom line, or users have quietly gone back to using their local drives - ultimately leaving them with a new and expensive cloud-based mess.
An SLA ensures that you are simplifying access to information and strengthening information management while at the same time increasing security and consistency to lower risk.
Benefits & flexibility of an SLA
Service Level Agreements (SLA) or as and when needed (time/materials), our expert team is always here for you.
Service Management
Dedicated customer success team with service delivery management
Service level targets
Response and resolution timeframes agreed
Ticket prioritizations & standards set
Support metrics are clear between IL and your own internal IT timeframes
First touch
For email and queue management cost is included in operational support fees
Scheduled Reporting
Gives you oversight of your data, security and utilisation across SharePoint, OneDrive and Teams
Allocated Budget
Can be used to pay for support services, training or professional services
What customers say
“I’m very happy with the support I receive from the customer success team – they’re very thorough and quick at identifying the issue and coming up with a solution.”
Catherine Campbell
SharePoint Business Analyst, Sport NZ
Huge thank you to entire technical team. While often under pressure, you are all level headed and great at what you do. I feel very well supported - you guys make our busy and somewhat high-pressure jobs easier and this is much appreciated.
Nick Elder
IT Manager, Southern Institute of Technology
Over the last half decade I have always found Information Leadership excellent to deal with. Their staff are always helpful, highly skilled, and armed with up-to-date knowledge. The enterprise class platforms they have architected and installed for us are both robust and secure, and have never let us down.
Rob Simpson
ICT Operations Team Leader Hawkes Bay Regional Council
Our Information Leadership SLA has often been a lifesaver - a number of quite complex changes or fixes that have been in the “too hard basket” for quite some time were quickly, patiently and effectively resolved by Ivan and others in the IL team.
Their skill set always goes beyond what is in scope e.g. having to produce a pretty gnarly Nintex workflow to meet demanding end-user requirements.
Having the SLA there is definitely peace of mind for any minor SharePoint changes that need to be done quickly and efficiently.
Kevin O’Donnell
Knowledge Manager, Chorus
Join our Resource Centre
Looking for more information? Join our Resource Centre to gain access to webinars, whitepapers, case studies and more.
Talk to an Expert
Get put in touch with one of our technical experts and let's talk about how we can support your business.
Why work with us?
You’ve moved your files into SharePoint and OneDrive but don’t have an inhouse administrator.
You’ve implemented your 365 migration. What next?
You need access to a variety of resource types and expertise in 365 training, consultancy, technical services and information management.
A Microsoft 365 technology partner that can provide advice, valued insights and ongoing support for your business.
What we do
Scheduled monitoring
Peace of mind with weekly checks and a monthly written report
Support availability
Regular, after hour, or on demand technical support to suit your business
Systems Architecture
New designs or upgrades drawing on proven expertise
Technical support calls
Expertise on tap to resolve your problems or provide ad-hoc advice
General problems and queries
Advice and problem solving for all aspects. Also on-premise SharePoint support, training and coaching
Workflow, forms and business processes
Analysis, design, build and go-live. Includes Nintex, Power Apps & Flow
Benefits and flexibility of SLA
Service Level Agreements (SLA) or as and when needed (time/materials), our expert team is always here for you.
Service management, dedicated customer success team with service delivery management
Service level targets, response and resolution timeframes agreed
Ticket prioritisation and standards set, support metrics are clear between IL and your own internal IT timeframes
First touch for email and queue management cost is included in operational support fees
A scheduled report which gives you oversight of your data, security and utilisation across SharePoint, OneDrive and Teams
An allocated budget which can be used to pay for support services, training or professional services
Operational Support Fee: Office 365 support engineer available at standard consulting rates for support cases 8:30am – 5pm, Monday to Friday (excluding public and statutory holidays). An operational support fee ensures that you have access to dedicated resources, response times and delivery timeframes.
Support Case Resolution and Advisory Services: Resolving incidents and requests raised through a formal support case procedure.
Scheduled Reporting Services: This will take the form of a health, adoption, security and governance check (e.g. storage resource quotas, sharing, user profile service). We review search query data, compile, and advise configuration enhancements to improve findability withing your SharePoint.
Benefits & flexibility
Peace of mind
Immediate expertise, no matter what's happened or is being considered
Resources on tap
Why have expensive full-time deep expertise in-house?
Choose your service model
Service Level Agreement or on demand - we'll fit your needs and your budget
Mix and match
Technical support, system architecture, information architecture, record keeping, user support, training, change management, workflow
Budget flexibility
SLA's allow funds to be allocated in advance and time not spent passed forward, leaving you equipped for emergencies