1. Scope
This policy applies to covered existing services identified in the customer’s Order Form. Support includes operational administration, incident troubleshooting, break/fix work, service requests and vendor-case coordination within purchased hours. The service is remote unless otherwise stated.
2. Support channels
- Authorized portal: the customer-specific 365 Help center ticketing portal provided during onboarding;
- Support email: websales@evigur.com;
- Emergency channel, if purchased: the method identified in the applicable Order Form or onboarding record.
Only authorized customer contacts may submit tickets. Chat or informal messages do not start SLA measurement unless expressly integrated into the ticketing system.
3. Working and coverage hours
Standard support is provided Monday–Friday, 9:00 a.m.–6:00 p.m. Eastern Time, excluding published holidays. Extended-hours, after-hours, on-call or 24×7 coverage must be discussed and agreed to during contracting, applies only if stated in the Order Form, and will incur additional charges.
Work outside standard working hours or beyond purchased capacity is charged at the applicable hourly rate stated in the Order Form. 365 Help center will perform such overtime work only after advance written approval from the Customer’s Designated Client Authority. The Customer must identify authorized approvers during onboarding. Unless the Order Form authorizes a defined emergency-spend limit, 365 Help center may pause work until approval is received.
4. Priority levels and targets
| Priority | Example impact | Target initial response | Customer update target |
|---|---|---|---|
| P1 Critical | Covered production service broadly unavailable; severe business interruption; no reasonable workaround. | 1 hour during purchased coverage | Every 2 hours while actively worked |
| P2 High | Major degradation affecting multiple users or a critical function; workaround is limited. | 4 business hours | Daily or as agreed |
| P3 Normal | Limited-user incident, routine break/fix request, or noncritical operational issue. | 1 business day | Every 2 business days |
| P4 Request | Information request, planned operational administration or low-impact request. | 2 business days | As scheduled |
These are default response targets unless the Order Form states different targets. They are not resolution guarantees. Resolution depends on complexity, access, customer response, Microsoft or third-party action, and service availability.
5. SLA measurement
Measurement begins when a complete ticket enters the authorized system during coverage hours. Tickets received outside coverage hours are deemed received at the next coverage opening unless 24×7 service was purchased. Time is paused while 365 Help center awaits customer information, authorization, access, third-party action or an agreed maintenance window.
6. Capacity, overages and authorization
Work consumes pooled monthly engineering hours in 15-minute increments. 365 Help center will notify Customer near 80% utilization. Work beyond capacity requires advance written authorization from the Designated Client Authority and is billed at the Order Form hourly rate or scheduled for a later period. P1 triage may proceed only within any emergency authorization limit expressly stated in the Order Form.
Unused hours expire monthly unless limited rollover is expressly stated. All unused hours expire without refund or credit when the contract ends and cannot fund Professional Services work.
7. Existing apps and workflows
Power Apps, Power Automate flows, Dataverse solutions, Fabric workloads, pipelines and other custom or configured solutions are supported only after documentation review or knowledge transfer and written acceptance. Support is limited to incident analysis and restoring accepted existing behavior. 365 Help center may decline changes that alter functionality or architecture.
8. Exclusions
- Unlicensed, end-of-support, unauthorized or materially altered products;
- Issues caused by customer or third-party changes, malicious activity, unsupported customization, capacity limits or force majeure;
- Data recovery where no usable backup exists;
- Microsoft or third-party outages outside 365 Help center’s control;
- Security incident response, forensic investigation or regulatory reporting unless separately contracted;
- New configuration, engineering, development, migration or project work.
9. Customer cooperation
Customer will provide accurate impact details, logs, authorized access, documentation, test accounts, backups, prompt responses and an escalation contact. Failure to cooperate may pause targets or move a ticket to pending status.
10. Service credits
No service credit applies unless the Order Form expressly includes one. If included, Customer must request the credit within 10 business days after the affected month and provide ticket references. Credits are Customer’s exclusive remedy for an SLA miss, apply only to future subscription fees, and may not exceed 10% of the affected month’s subscription fee. Exclusions and paused time do not qualify.
11. Escalation and review
Customer may escalate through its named Customer Success Manager, through the authorized portal, or by emailing websales@evigur.com. Monthly reports may include ticket volume, hours used, recurring issues, risks and recommendations. Recommendations that require implementation are referred to Evigur Professional Services under a separate SOW.