Covered Services Matrix
The following options describe the services to be performed by Magenium Solutions as described in this services level agreement.
| Magenium Solutions | Managed Services Offerings | |||
| Office 365 Administrative Services (OAS) | Silver | Gold | Platinum |
| Office 365 Account Support and Management | |||
| User Management (provisioning/de-provisioning of accounts) | ● | ● | ● |
| Password Resets | ● | ● | ● |
| Custom Branded Office 365 Login Page and Office 365 theme | ◊ | ● | ● |
| Monthly Usage Reports | ◊ | ● | ● |
| Office 365 Monitor Service Health | ◊ | ● | ● |
| Planned Maintenance Notification | ◊ | ● | ● |
| Issue submission to Microsoft via web ticketing system | ● | ● | ● |
| Office 365 Subscription and Licensing Management | |||
| Assign/remove licenses | ● | ● | ● |
| Monitor subscription levels | ● | ● | ● |
| Exchange Online (E-mail, Calendar & Contacts) Management and Support | |||
| Recipient Management | ◊ | ● | ● |
| Mailboxes, Groups, Resources, External Contacts, Shared Mailboxes | ● | ● | ● |
| Manage Permissions | ● | ● | ● |
| E-Mail Flow and Protection | ● | ● | ● |
| Anti-Virus/Anti-Spam filters and policies | ● | ● | ● |
| Quarantined Messages | ● | ● | ● |
| Additional Domains Setup | ◊ | ● | ● |
| Troubleshooting Exchange Online Issues | ● | ● | ● |
| External Calendar Sharing | ◊ | ● | ● |
| Teams/Skype Management and Support | |||
| Enable/Disable users for Web Conferencing and Instant Messaging | ● | ● | ● |
| Manage Teams/Skype Audio, Video, and Media settings | ◊ | ● | ● |
| Manage Federation and Public IM Connectivity | ◊ | ● | ● |
| Manage Teams Live Events | ◊ | ● | ● |
| Troubleshooting Teams/Skype for Business Online issues | ● | ● | ● |
| Manage Teams/Skype for Business Online PSTN Conferencing Settings | ◊ | ◊ | ● |
| Manage Teams/Skype for Business Online PSTN Calling | ◊ | ◊ | ● |
| Troubleshooting Teams/Skype for Business PSTN Issues | ◊ | ◊ | ● |
| Basic Teams Settings Configuration | ◊ | ● | ● |
| Enable/Disable users for voicemail | ◊ | ◊ | ● |
| Manage user’s voicemail settings | ◊ | ◊ | ● |
| Reset user’s voicemail PIN | ◊ | ◊ | ● |
| Manage Unified Messaging mailbox policies | ◊ | ◊ | ● |
| Manage Unified Messaging dial plans | ◊ | ◊ | ● |
| Manage Voice mail greetings, announcements, menus, and prompts | ◊ | ◊ | ● |
| Investigate the audio quality of voice calls in your organization in Teams | ◊ | ◊ | ● |
| Investigate the audio quality of voice calls for a user in Teams | ◊ | ◊ | ● |
| Troubleshoot Voicemail issues | ◊ | ◊ | ● |
| OneDrive for Business | |||
| Manage document deletion policies for OneDrive for Business | ◊ | ● | ● |
| Troubleshooting OneDrive for Business Issues | ● | ● | ● |
| Identity Federation and Directory Synchronization (If installed) | |||
| Active Directory Federation Services (ADFS) health and status | ◊ | ● | ● |
| Directory synchronization health and status | ◊ | ● | ● |
| Troubleshooting Identity Federation and Synchronization Issues | ◊ | ● | ● |
| External Sharing | |||
| Troubleshooting external sharing issues | ◊ | ◊ | ● |
| Cloud Strategy Reviews | |||
| New Features | ◊ | Annual | Semi-Annual |
| Review of cloud roadmap | ◊ | Annual | Semi-Annual |
| Collaboration Platform Support and Management | |||
| Sharepoint (Intranet and team sites for your teams to share information | ◊ | ● | ● |
| Manage Site Collections (Owners, Sharing, Capacity | ◊ | ● | ● |
| Manage User Profiles (People, Organization and My Site Settings | ◊ | ● | ● |
| Manage Search | ◊ | ● | ● |
| Yammer (Corporate social netowork) | ◊ | ● | ● |
| Manage Yammer users | ◊ | ● | ● |
| Manage features and applications settings | ◊ | ● | ● |
| Manage usage policies | ◊ | ● | ● |
| External Site Sharing | ◊ | ● | ● |
| Troubleshooting Collaboration Issues | ◊ | ● | ● |
| Mobile Device Management | |||
| Manage mobile device management policies | ◊ | ● | ● |
| Manage device security policies | ◊ | ● | ● |
| Wipe a mobile device | ◊ | ● | ● |
| Troubleshooting Mobile Device Management Issues | ◊ | ● | ● |
| Compliance Management | |||
| Support eDiscovery & Litigation hold | ◊ | ◊ | ● |
| Support retention policies and tags | ◊ | ◊ | ● |
| Data Loss Prevention (DLP) | |||
| Manage Digital Loss Prevention rules | ◊ | ◊ | ● |
| Generate Digital Loss Prevention Reports | ◊ | ◊ | ● |
| Troubleshooting Rights Management Issues | ◊ | ◊ | ● |
| Information Protection/Rights Management | |||
| Support rights policy templates for your organization | ◊ | ◊ | ● |
| Manage Rights Management users and groups | ◊ | ◊ | ● |
| Troubleshooting Rights Management Issues | ◊ | ◊ | ● |
| Office Administration Services (OAS) Monthly Recurring Fee/User | Per User | Per User | Per User |
| Availability | Weekdays 9-5 | Weekdays 8-8 | 24×7 |
| Incident response time Service Level Agreement (SLA) – Critical Severity** | 15 minutes | 15 minutes | 15 minutes |
| Incident response time Service Level Agreement (SLA) – High Severity** | 2 hours | 1 hour | 15 minutes |
| Incident response time Service Level Agreement (SLA) – Medium Severity** | 8 hours | 4 hours | 2 hours |
| Incident response time Service Level Agreement (SLA) – Low Severity | 24 hours | 16 hours | 8 hours |
| Enhancement response time Service Level Agreement (SLA) – Remote Only | Scheduled event | Scheduled event | Scheduled event |
* 24/7 support will be provided per Response Time SLA. Critical incidents must be called in to the Managed Services support hotline via phone.
** Response times for critical incidents are 24/7. Response times for high, medium, and low incidents are business hours
*** Monthly hourly allotment, no carry-over. If monthly allotment is exceeded, client will be charged time and material at discounted rate billed in 15 minute increments.
**** Silver is priced at $2/month/user, Gold is priced at $5/month/user, Platinum is $8/month/user
Information not outlined in this document are considered out of scope.
● – Included ◊ – Time & Material