This schedule (S1) applies when you buy managed Microsoft 365 services from us, including our Essentials, Growth and Scale bundles. It forms part of your Contract with our Customer Agreement.
Key points
- Your bundle sets out what is included. Anything outside it is charged separately.
- We respond to support requests within target times based on their priority.
- Charges are per user per month. You can add users at any time.
- Managed services run for a minimum of 12 months and renew for 12 months unless either of us gives 90 days' notice.
- When you leave, a one-off exit support fee of £199 plus VAT covers the handover and removing our access.
1. The managed services
1.1 Our managed services look after your Microsoft 365 environment and the people who use it. Depending on your bundle, they include:
- a service desk for your users,
- user administration, such as setting up joiners and removing leavers,
- administration of your Microsoft 365 tenant, including Exchange Online, SharePoint, Teams and OneDrive,
- security configuration and monitoring, such as multi-factor authentication and conditional access,
- device management through Microsoft Intune,
- backup of Microsoft 365 data and
- regular service and roadmap reviews.
1.2 The services included in each bundle are set out in the bundle description on our website at the date of your Order, or in your Order. If they differ, your Order applies.
1.3 Microsoft licences are supplied under our Microsoft Licensing Schedule. Projects such as migrations, intranets or new systems are provided under our Professional Services Schedule.
2. Onboarding
2.1 At the start, we review your environment, agree administrative access, document your set-up and apply our baseline configuration for your bundle. Any onboarding Charge is shown in your Order.
2.2 If onboarding finds issues that need fixing before we can support your environment properly, such as unsupported software or missing security controls, we will tell you and quote for the work.
3. Support
3.1 How to contact us. Your users can raise support requests by email to support@saueglobal.com or by any other channel set out in your Order.
3.2 Support hours. Support is provided during Business Hours, which are 9am to 5.30pm on Business Days. Out-of-hours support for Priority 1 incidents is included only where your bundle or Order says so.
3.3 Priorities. We set the priority of each request using this table, taking into account what you tell us.
| Priority | Meaning | Response target |
|---|---|---|
| P1 Critical | Your organisation cannot work, for example email is down for everyone or there is an active security breach | 1 hour within Business Hours |
| P2 High | A key service or group of users is seriously affected and there is no workaround | 4 hours within Business Hours |
| P3 Normal | A single user or non-critical function is affected, or a workaround exists | 1 Business Day |
| P4 Low | A request for information, a change or a minor issue | 2 Business Days |
3.4 A response means a qualified engineer has acknowledged the request and started work on it. We work to resolve requests as quickly as reasonably possible but do not promise a fixed resolution time, because many issues depend on Microsoft or other third parties.
3.5 Response targets are Service Levels under clause 5.2 of the Customer Agreement. They are targets and do not carry service credits.
4. What is not included
4.1 Unless your bundle or Order says otherwise, the managed services do not include:
- projects, migrations and new configurations beyond routine changes,
- support for software, hardware or services not supplied or approved by us, including line-of-business applications,
- on-site visits,
- repair or replacement of hardware,
- training beyond short how-to guidance and
- work to fix problems caused by changes made by you or a third party without telling us.
4.2 We may agree to carry out work outside the managed services at our then-current rates, under clause 8 of the Customer Agreement.
5. Security
5.1 We configure and maintain the security controls included in your bundle and recommend further improvements in our service reviews.
5.2 If you decide not to follow a security recommendation we have given you in writing, we are not responsible for losses that following it would have prevented.
5.3 No security measures can prevent every attack. If a security incident happens in your environment, we will provide initial triage and containment as part of the managed services, up to 2 hours per incident. Further work, including investigation, forensic analysis and recovery of data or systems, is charged at our then-current rates unless your bundle includes it.
5.4 You remain responsible for your organisation's security decisions, policies and staff training, and for any regulatory reporting.
6. Backup of Microsoft 365 data
6.1 Microsoft 365 includes limited retention and recovery features, but they are not a full backup of your data unless you buy a backup product. Where your bundle includes backup, we back up the Microsoft 365 data covered by the bundle using a third-party backup service, at the frequency and for the retention period shown in your bundle description.
6.2 We will restore data from backup on request. Large restores may be charged where the bundle says so.
6.3 Where your bundle does not include backup, clause 6.1 of the Customer Agreement applies.
7. Your responsibilities
7.1 In addition to clause 6 of the Customer Agreement, you will:
- name at least one authorised contact who can approve changes and new users,
- keep enough Microsoft licences for your users,
- tell us promptly about joiners, leavers and changes to your organisation,
- keep devices and software we support on versions that their makers still support and
- not give anyone else global administrator access to your environment without telling us.
8. Charges and user numbers
8.1 Managed service Charges are per user per month, at the rate for your bundle in your Order. They are billed monthly in advance, based on the number of users at the start of each month.
8.2 You can add users at any time. Added users are charged from the start of the following month, or from the date added if your Order says so.
8.3 You can reduce the number of users with effect from the next billing month. During the Minimum Term, the number of users cannot fall below the number in your Order, unless we agree in writing.
8.4 For clause 11.7 of the Customer Agreement, the Charges that would have been payable are calculated using the greater of the number of users in your Order and the number of users billed in the month before notice is given.
8.5 We may review our managed service Charges once a year under clause 10.9 of the Customer Agreement.
9. Service reviews
9.1 Where your bundle includes them, we hold regular service reviews to report on support activity and security, and to agree a technology roadmap. The frequency is shown in your bundle description.
10. Term and leaving us
10.1 Managed services run for the Minimum Term and renew under clause 11.2 of the Customer Agreement.
10.2 When the managed services end, for any reason, we charge a one-off exit support fee of £199 plus VAT. For this fee we will:
- hand over the documentation we hold about your environment, including administrator details and configuration records,
- hold one handover call with you and your new provider and
- remove our administrative access once the handover is complete, when you ask or 30 days after the managed services end, whichever is earliest.
10.3 Further exit help is charged under clause 12.3 of the Customer Agreement.