Telstra will administer, manage, and provide user support for each of these licences, as per Microsoft standards and policies.  Management will be provided at a tenancy level, and across the whole licence environment.

Business Hours Support:

8:30AM to 5PM Monday to Friday (excluding public holidays)

Service Elements:

• Policy Configuration and Self-Healing
• Remote management setup, configuration, & testing
• Monitoring & Alerting 
• Proactive Service Desk
• Incident & Problem Management
• Monthly Service Reporting
• Licence & Configuration Management
• Service Improvement

The Managed Microsoft 365 service is limited to the administration, management and support of the Microsoft 365 platform and applications as per the table above.  Troubleshooting, support, and resolution activities for associated ICT components impacting the Microsoft 365 software and application experience will be at Telstra's discretion.

Detailed deliverables for each service engagement can be found on the Service Description.  Items not listed as included above or in the Service Decription are not included in the Service.

Examples of additional services and devices not included are:

• Initial setup of new Microsoft 365 licences. Please see our Microsoft 365 Professional Installation services for assistance with deployment of new Microsoft 365 tenancies, plans and licences
• Microsoft 365 software plan/licence costs, and is only available to Microsoft licences listed within this Service Description
• The service does not include hardware or device supply and installation, cabling, or any other underlying requirements, equipment or infrastructure installation unless explicitly specified
• The service does not include management or administration of any software outside the Microsoft 365 Business environment
• Site Visits:  See Other Fees below.  Before we perform any service outside standard included service deliverables for the management service, we will provide a quotation for the non-standard services for your confirmation.