Insight Cloud Care Service Description

Insight Cloud Care provides our clients who purchase Microsoft cloud subscriptions from Insight via Microsoft’s Cloud Solution Provider (CSP) Program, with a core set of reactive support services to assist with challenges that might arise in consuming Microsoft cloud services, whether they be technical or non-technical in nature.

Insight Cloud Care is available for the following Microsoft cloud platforms:

• Insight Cloud Care for Microsoft 365
• Insight Cloud Care for Azure
• Insight Cloud Care for Dynamics 365

Insight Cloud Care Support

Insight’s support role is to provide the following services for your Microsoft cloud subscriptions purchased with Insight:

• Troubleshoot and provide technical guidance for client issues, including escalation to Microsoft when necessary.
• Gather and validate information related to specific service requests.
• Provide issue coordination and resolution management.
• Maintain communication with the customer administrator to help ensure that issues are addressed on an ongoing basis.

Cloud Care Service Levels

Insight Cloud Care is available in two levels: Essentials, and Advanced. Please check your Order Form and Statement of Work as applicable to confirm which level applies – if neither Essentials nor Advanced is explicitly stated, then Essentials will apply.

Scope

Inclusions:

• Break/Fix for Office 365, Microsoft 365, Azure, and Dynamics 365 cloud  products purchased from Insight as a cloud subscription under Microsoft’s Cloud Solutions Provider (CSP) Program
• Licensing issue resolution (for products purchased from an Insight provided cloud subscription)
• Billing support (for products purchased from an Insight provided cloud subscription)
• Support utilising Insight’s self-service portal

Insight may, at its discretion, provide support on a case-by-case basis for the following:

• Configuration changes for Office 365, Azure, and Dynamics 365
• Break/Fix for on-premises components  of a Hybrid Microsoft 365 configuration that impact on Microsoft 365 services, for example:
  • Active Directory synchronisation
  • Exchange

Not Included:

• How-To guidance for Office 365, Microsoft 365, Azure, and Dynamics 365 administration
• Break/Fix, troubleshooting, or configuration changes for endpoint related issues
• Break/Fix for on-premises servers, networking, or bandwidth issues
• Configuration changes for on-premises servers, including those which are part of a Hybrid Microsoft 365 configuration
• Support for products or services from vendors other than Microsoft
• Support for custom developed or 3rd Party Applications
• Administration tasks which are ‘business as usual’ / ‘day-to-day’ type activities, such as Moves / Adds / Changes / Deletes (MACD) for users, groups, license allocation, and similar entities
• Migration support
• Direct support for Client users who aren’t in the Global Administrator role in the Microsoft cloud environment, except where Client has purchased Cloud Care Advanced
• Designing SharePoint sites, or other information management activities beyond Break/Fix support
• End User training
• Support for large or complex change requests or migrations/deployments (as determined by Insight – these will be deemed project work and scoped and invoiced separately)
• Patch management
• Operating system version upgrades
• Anything which is not explicitly listed as being included in scope, is not in scope

Service Level Objectives:

Ticket Management and Prioritisation Process

Insight will use the following process to manage tickets:

1. Insight’s Service Desk shall receive an incoming request via the toll-free number, ticketing system, or email, and log any further information into the ticketing system as required.
2. Client shall be directed, as appropriate, to a technical specialist who will coordinate Client request, problem determination, attempt resolution, perform root cause analysis, track calls to closure.
3. Insight support representative will assign a priority level to each reported request or problem based upon information provided by Client (reference table below).
4. Incident information will be updated in the Insight ticketing system and available on-line via the self-service portal.

Insight’s Incident Management Service Level Objectives

Insight’s Incident Management Service Level Objectives are detailed at https://www.insight.com/en_US/help/managed-services-service-levels-and-requests.html.

Request Management Service Level Objectives

Microsoft Escalation

Insight escalates issues through our support tiers as necessary and maintains a Premier Support Agreement with Microsoft for issues which are deemed by Insight as requiring Microsoft escalation. When escalating to Microsoft, Insight adheres to Microsoft’s severity levels. Severity levels are assigned to a case when it is opened, based on an assessment of the issue type and customer impact.

Issue resolution times may be dependent on Microsoft. Please refer to Microsoft documentation regarding its support Service Level Objectives, such as at https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services.

Support Contacts

Insight‘s contact details for utilising the Insight Cloud Care service are as follows:

Support Portal URL: https://services-na.insight.com/sp

By E-mail: CSP.Support@Insight.com

By Phone:

• USA: 1-800-535-1506 (Option 1)
• Australia: +61 2 8978 2142 (Option 1)
• New Zealand: +64 4831 0276 (Option 1)
• Singapore: +65 3159 1141 (Option 1)
• Hong Kong: +852 2972 8238 (Option 1)

Further Information

For service questions or additional information please contact Insight at the following email address:

• Australia/New Zealand: anz_csp@insight.com
• Singapore: ordermgt.sg@insight.com
• Hong Kong: services.hongkong@insight.com
  

Thank you for choosing to entrust your Microsoft cloud to Insight!