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

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