MS Office 365 Premium Support

LegaSystems’ Premium Support Services for Office 365 are designed to provide superior, ongoing support for your Office 365 environment. Finding and retaining expert administrators with deep knowledge in each Office 365 component can be challenging and waiting for issue resolution can significantly hinder employee productivity. LegaSystems has successfully deployed and supported Microsoft SharePoint, Lync, Exchange and Azure Active Directory including Federation and Sync solutions in both cloud- based and on-premises environments. Let our team of dedicated, expert administrators, developers and engineers complement your resources, reduce the ongoing administrative burden and maximize your Office 365 investment with a predictable monthly operating expense.

Service Model and Highlights Continuity — Certified Office 365 administrators and engineers who are intimately familiar with your environment and function as an extension of your team. Capability — Our team of certified SharePoint, Lync and Exchange consultants support your Office 365 administrators and are ready to assist with any troubleshooting or enhancements. Reliability — Office 365 expertise combined with direct access to Microsoft Tier 2 & 3 engineers through the Cloud Hosting Partner program ensures you receive prompt and reliable issue resolution. Powershell Plugin for each service in your environment will alert both you and LegaSystems if any issue arises. Flexibility — Utilize a single agreement for LegaCloud Managed Services for all of your applicable deployed Microsoft technologies. Enhanced proactive support for hybrid Office 365 deployments including Exchange, Active Directory and SharePoint hybrid environments Proactive monitoring of customer-side Office 365 hybrid components such as Domain Controllers, Federation Services, Directory Replication, Mailbox Replication and Exchange Transport Routing 24/7/365 phone, and self-service support by Microsoft Certified engineers who know your environment Direct access and communications channels to the Microsoft BPOS (Business productivity Online Suite) Shared Services team and datacenter staff that host your data

After your initial deployment to the Cloud, your environment, usage and needs will change. LegaSystems keeps an eye on your service and ensures you get the most reliability and productivity out of Office 365. We monitor and report service health, site collection quota/usage; audit permissions, subscriptions and license availability as well as service health issues on the Microsoft Shared Services infrastructure. For hybrid environments, LegaSystems’ services leverage the power of Systems Center Operations Manager (SCOM) to provide 24/7, 365-days-a-year monitoring of applications and servers used for managing the synchronization between your on-premise and Office 365 environments. Continuous Monitoring and Review

Our services go far beyond traditional monitoring services with in-depth health checks, analysis and trending to proactively identify issues requiring remediation. LegaSystems will provide: Active Directory Federation Services (ADFS) health and status Directory Synchronization (DirSync) Product patch and installation version monitoring FIM – Forefront Identity Manager Directory Synchronization process monitoring Federation Service internal database status monitoring Event viewer, Windows Server services and diagnostic logs monitoring Disk space utilization and availability Proactive detection and notification of server health and performance issues Alerting to any potential issues or environmental health concert by , SMS and by placing a phone call to both Microsoft Shared Services team and LogicNow Systems Administrators Automated support ticket generation and assignment to a Microsoft Certified engineer with unique knowledge of your environment Continuous Monitoring and Review

Immediate Remediation Once your systems administrators have identified an issue exists on the Office 365 platform or we receive an alert via automated service monitors LegaSystems’ experts step in to remediate. Your dedicated team members are familiar with common Office 365 issues and your unique environment, expediting your resolution times. All along the way, you will have visibility into the resolution process as we track, troubleshoot, and resolve each issue until complete customer satisfaction and 100% recovery. Finally, we provide a root cause analysis to prevent future issues from recurring.

Immediate Remediation As a Microsoft Cloud Hosting Partner, we leverage our dedicated partner relationship to obtain accelerated support from Microsoft’s expert Office 365 engineers whenever necessary. We will identify and document the issue, log and reproduce as necessary. We will engage in troubleshooting the issue, escalate it directly to the Microsoft Shared Services team responsible for managing the O365 hosting environment and establish an escalation succession path with that team. We manage the communication regarding any escalated issue, ensuring you are kept up to date on the status and next steps, until the resolution is implemented and validated.

Every inbound support call is routed to an on-duty engineer between 8:30AM and 6:30 PM Eastern Standard/Daylight Time. During this time our response time commitment is 30 minutes or less. Each incoming call is logged in Service Manager issue tracking, monitoring and resolution system Between 6:30 PM and 8:30 AM calls are routed through an on-call hunt group and are logged by the first engineer to pick up a new issue. During this time our response time commitment is 60 minutes or less. Self-service tickets entered online or auto-generated by ing support are responded to within 30 minutes between 8:30AM Eastern Standard/Daylight time and 6:30 PM Eastern Standard/Daylight Time; tickets outside of that window are responded t in 60 minutes or less. Service Level Agreement commitments

SINGLE MONTHLY INVOICE UNDER A SINGLE CONTRACT FOR LEGACLOUD MANAGED SERVICES, YOU HAVE ACCESS TO OUR TEAM FOR ALL SUPPORTED MICROSOFT TECHNOLOGIES. DEPLOY A NEW TECHNOLOGY AND YOU ARE COVERED UNDER A SINGLE CONTRACT WITH A SINGLE MONTHLY INVOICE.

INTEGRATION AND MAINTENANCE SERVICES WHICH CAN COMPLEMENT YOUR SUPPORT AVAILABLE BUT NOT INCLUDED IN THE MONTHLY SUPPORT AGREEMENT

Whether serving as your primary Administrator or acting as an expert for escalation support, your LegaSystems team member can perform a comprehensive set of Office 365 administration tasks. Our certified Office 365 consultants perform the management tasks required for optimal performance of your online solutions. Sample services include: Sharepoint Online Site collection management Add/Configure Web Parts Setup/Configure InfoPath Forms Services Manage Lists, Libraries, Metadata, etc. Lync Online Manage tenant level settings Configure Lync federation settings Manage audio/video/web conferencing settings Manage IM & Presence features Exchange Online Manage limits Manage distribution groups Configure client versions Manage Unified Messaging features