Need SharePoint Support?

Do you have SharePoint problems or SharePoint administration or development needs without the time, resources, or expertise to address them? Let our SharePoint Practice augment your SharePoint team to assist with the tasks you need accomplished. By using our SharePoint-based ticketing system you manage your own task list, assign tasks’ priorities, and easily track both the time each task takes and how much time you have left to spend. Be sure you’re in control and have the expertise to support your needs.

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Managed by our Support Team!

Total Solutions can provide support for a wide variety of SharePoint services.

ARE YOU A SUPPORT CANDIDATE?

Does any of the following scenarios apply to you?

  • I need a SharePoint help desk for internal IT staff and/or end-users.
  • I need part-time SharePoint staff augmentation to offset my internal workload and/or supplement internal SharePoint skill I have an outstanding SharePoint job opening, but need immediate help until the position is filled.
  • I want to be proactive about the condition of my SharePoint environment with routine health assessments and scheduled maintenance.
  • I have multi-faceted SharePoint needs and want a broad team of experts without hiring an entire team.
  • I need to support a project that requires a very small SharePoint consulting role.

 

Working with the TSI Support Team is easy as 1-2-3!

  1. Submit a ticket for an issue, repair, enhancement, maintenance, training, or other consulting session.
  2. Manage your ticket list and track progress.
  3. Review and approve completed tickets.

You can also use multiple views of open tickets to effectively manage your queue by recently modified, priority, status, or tickets awaiting review and approval. A historical log of all closed tickets is also provided.

What versions of SharePoint are supported?

Total Solutions support covers any on premises or online SharePoint Farm.  This includes 2003, 2007, 2010, 2013 and SP Online SharePoint stacks.

What if I have an emergency support situation?

If you need a more immediate response, call your Support Manager and we will do our best to accommodate your needs while respecting existing obligations and commitments to our other clients. There is no uplift in rate for ad-hoc or emergency requests.

What if I want or need to talk to someone in person?

If you need or want to talk to a team member, the Support Manager is available during business hours. The Support Manager oversees the team and is your primary contact for immediate questions or concerns. If you need to talk with a consultant about a ticket, request a call, and they will contact you. Our goal is to make SharePoint support easy, not to erect barriers.

What if I want or need on-site support?

Most SharePoint support can be performed remotely. However, we recognize that there are instances where work must be performed onsite. You may request on-site performance of Service Blocks. However, additional travel costs apply and will be invoiced separately under a separate Purchase Order

What if I need maintenance or am having issues with the SQL Server back-end to my SharePoint farm?

SQL Server is foundational to SharePoint, and we have experience performing SQL Server health checks and tuning SharePoint farm performance from a SQL Server perspective. However, such SQL work, including a health check, requires much more than 4 hours of effort and is best suited for a separate engagement or project.

Do you support SharePoint custom application development?

The answer here is both Yes and No. Our delivery team has custom application developers available for Support clients to implement. While bug fixes and enhancements may be appropriate, we strongly discourage clients form using the Support services to build or refresh applications. To ensure effective results, broader price controls, and quality, such efforts should be scoped as part of a separate engagement or project.

Do you support other products besides SharePoint?

While SharePoint is our main focus, we have consulting and development experience with the entire Microsoft stack. Our support services cover any software products layered on SharePoint, and we have partnerships with most SharePoint 3rd party product vendors. Our support also covers work on any vetted and approved custom applications.

Ad Hoc Support

Total Solutions is here to provide support for any issues that arise with the Customer’s use of Microsoft SharePoint or related technologies. This agreement provides the Customer with a SharePoint Technical Lead with whom such issues can be discussed via their scheduled weekly meeting. Ad Hoc support provides additional support coverage that allows the Customer to contact Total Solutions Support outside of the hours of their normal weekly meeting with their SharePoint Tech Lead.

 

Ad Hoc Support:

  • Should be used for more critical issues that cannot wait until the next meeting with the Customer’s SharePoint Tech Lead
  • Allows the Customer direct access during normal business hours to their SharePoint Tech Lead for critical issues (as described below) only
  • Allows the Customer access to Total Solutions Support during normal business hours for all non-critical issues that need to be resolved in a more timely manner
  • Is charged at premium rates described below

Ad Hoc Support does not:

  • Apply to issues that can wait and be discussed with your SharePoint Tech Lead
  • Allow the Customer direct access to their SharePoint Tech Lead for non-Critical Issues

Complete Policies and Procedures

3rd Party Maintenance
Total Solutions will act as a first line of support and an intermediary between the submitter and the 3rd party whose software is covered by the Maintenance agreement. Total Solutions is bound by the conditions of each relevant 3rd Party’s own maintenance agreement. Therefore, Total Solutions cannot deliver anything that is not provided by the 3rd Party’s Maintenance Agreement.

3rd Party Maintenance entitles ​current Subscribers to the following benefits:

  • Software updates (typically via download)
  • E-mail support for suspected software issues
  • Information and advice regarding prerequisites for the operating systems and host systems for the operation of the 3rd Party software

Items not included under you maintenance agreement include, but are not limited to:

  • Information and advice pertaining to the installation, configuration, or use of 3rd Party software
  • Any issues not specifically related to the 3rd Party software.

​​Complete Policies and Procedures

Application & Process Support
Total Solutions is here to cover any issues that arise with the application or process made by Total Solutions.

Application and Process Support:

  • Covers any and all issues related to the source code of the process or application built by Total Solutions
  • Ensures that Total Solutions will have on hand the source code for the Customer’s application or process
  • Ensures the Customer that Total Solutions will maintain a debugging environment to test any issues with the process or application
  • Allows the Customer access to Total Solutions Support

Application and Process Support does not:

  • Allow the Customer direct access to a Total Solutions Tech
  • Apply to Feature Requests or Change Orders (such requests or orders will be directed to our sales department for additional contact with the Customer)

Complete Policies and Procedures

Bucket of Hours Support
Total Solutions is here to cover any issues that arise with the application, process, or software from Total Solutions.

Post-Launch Stabilization Support:

  • Covers any and all issues related to the process, application, or software pertinent to the Customer’s agreement with Total Solutions
  • Is always charged on a Time and Materials (use or lose) basis

Post-Launch Stabilization Support does not:

  • Allow the Customer direct access to a Total Solutions Technician
  • Continue once the bucket of hours has been depleted (unless the Customer wishes to purchase additional hours)

Complete Policies and Procedures

DocPipes Maintenance
Maintenance entitles current Subscribers to the following benefits:

  • Software updates (including fixes)
  • Minor version releases
  • E-mail support for suspected DocPipes issue
  • Information and advice regarding prerequisites for operating systems and host systems for the operation of the DocPipes software

Items not included under your maintenance agreement include, but are not limited to:

  • Information and advice pertaining to the installation, configuration, or use of DocPipes software
  • Any issues not specifically related to DocPipes software
  • If you are in need of support that does not fall within your maintenance coverage you will be given the opportunity to contract Total Solutions for additional support options.

Complete Policies and Procedures

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