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Work 365 — Ad-Hoc Support Services

Applies To: Work 365 (All Editions)
Audience: System Administrators, Implementation Partners, Customer Success Managers

Overview

The standard Work 365 Support Plan covers core product assistance. For one-off, specialized, or time-sensitive needs outside that scope, Ad-Hoc Support Services provide paid, targeted help with customizations, troubleshooting, upgrades, integrations, and advanced training—without changing your existing support contract.

What’s Included

  • Category: Run a Job Examples: Manually trigger Work 365 jobs (e.g., subscription/data sync, invoice post-processing, LCL reconciliation) when automation needs correction.
  • Category: Data Management Examples: Clean up or correct subscription, provider, Partner Center, price/cost, or Azure usage data; resolve checksum/sync discrepancies.
  • Category: Consultation & Training Examples: Deep dives on billing, Azure consumption & margins, product catalog & unit mapping, pricing policies, reporting/Power BI.
  • Category: Upgrade Assistance & Health Checks Examples: Solution upgrades, environment health validation, performance reviews, tenant/environment migration readiness.
  • Category: Integration & Customization Examples: Configure or repair ERP/accounting connectors (e.g., QBO/BC/NetSuite), payment gateways, portal branding, document templates, notification flows/Power Automate.

When to Use Ad-Hoc Support

  • You need specialized or one-time assistance not covered by your plan.

  • You require urgent help (data correction, failed jobs, missed billing).

  • You’re planning customizations, integrations, or portal branding beyond standard configuration.

  • You’re preparing for upgrades, tenant moves, or environment realignment.

Prerequisites

  • A named technical contact who can approve changes.

  • Admin access to the target environment(s) and connected systems (e.g., Partner Center, ERP, payment gateway).

  • Change window agreed if work affects production.

  • (Recommended) Sandbox available for validation before production.

How It Works

  1. Submit your request
    Contact your CSM or Work 365 Support with a brief description, target environment, urgency, and desired outcomes.

  2. Scope & estimate
    We review requirements, define deliverables, dependencies, and provide an estimated effort/cost.

  3. Purchase
    Approve and purchase ad-hoc hours (time & materials) or a fixed-fee package.

  4. Delivery
    Scheduled remote session(s): hands-on execution, guided workshop, or pair-config with your team.

  5. Completion
    You receive outcomes (fixes/config), admin notes, and any training materials or a short summary report.

Typical deliverables

  • Change log of actions taken and artifacts updated.

  • Export/backup files (as applicable).

  • Validation steps and rollback notes.

  • Recommendations for stabilization or next steps.

Key Considerations & Best Practices

  • Define scope clearly: Align on goals, prerequisites, success criteria, and acceptance tests.

  • Be proactive: Engage early to prevent data drift, provisioning backlogs, or integration failures.

  • Document changes: Capture scripts, flows, roles, and settings modified during the session.

  • Governance first: Fold ad-hoc outcomes into SOPs/runbooks for sustainability.

  • Track budget: Monitor hours consumed and clarify out-of-scope activities upfront.

Service Boundaries (What’s Out of Scope)

  • Onsite work (remote only unless otherwise contracted).

  • Custom code development beyond light extensions/flows (separate SOW may be required).

  • Third-party product support outside integration touchpoints.

  • Security/compliance audits (can be referred to separate services).

Security & Access

  • Work performed under your organization’s NDA and least-privilege access.

  • Temporary credentials should be time-boxed and revoked after completion.

  • No production data is exported off tenant without written approval.

Request Template (Copy/Paste)

Subject: Ad-Hoc Support Request – [Environment] – [Brief Title]
Environment: Prod / Sandbox (name & URL)
Area: Billing | Provisioning | Integrations | Portal | Reporting | Other
Issue/Goal: 2–3 sentences
Urgency/Deadline: Date/Time & impact
Access Contacts: Names/emails
Approvals: Who can approve changes & spend
Attachments/Links: Screenshots, error IDs, run histories, docs