We are friendly experts. We are available during your working hours and often outside working hours. We respond quickly, and then dedicate effort until an issue or question is addressed. We have various support plans to lower costs and add value. We never charge for quick communications. In general, we help our customers in every way possible, forever, because we never want you to feel stuck or alone. We offer ad-hoc support as well as planned maintenance and other types of ongoing support. Steve Marsh will be your dedicated, responsive, knowledgeable support contact.
Support can include:
- Issue tracking, prioritization, reporting and resolution (including risk mitigation)
- Enhancement request tracking, prioritization, reporting and processing
- Ad-hoc support via email, phone, web conferencing or in person
- On-demand Q&A and training
nuTandem can configure our proposed solution to include request tracking within the system. With the click of a button, authorized users can submit ideas and requests for enhancements, troubleshooting and support. These submissions will be stored in a request tracking list. Requests can be assigned to nuTandem and/or shared with your administrators, prioritized and systematically addressed. Assignees can automatically receive an email notification for new assignments, and they can see a list of all their assignments within the system. If desired, we have alternative ways to track support requests.
nuTandem can provide fast response during your working hours, and we will address issues promptly. Our standard working times are Monday through Friday 8 a.m. to 5 p.m. (Pacific Time), but we are often available as early as 6 a.m. and as late as 8 p.m. We also work on weekends as needed to meet deadlines or to avoid disrupting system users. We typically respond to requests within two hours (usually faster). If we can’t resolve an issue right away, we will provide an estimated resolution schedule.
We can provide links and/or buttons to submit an enhancement request form, including request description, priority, assignment, due date and other fields. Some of these fields—such as priority, assignment and due date—can be disabled or hidden on the form if needed, and available only to nuTandem and any of your users that will help manage these requests. This makes it easy for end users to submit requests, and leaves the management of the request list to a dedicated continuous improvement team.
The link/button to access a request form can appear anywhere in the system, such as on specific pages or within a persistent navigation menu. Submitted requests appear in a list that enables filtering, sorting and grouping by request type, priority, due date, assignee, submitter, date submitted and more.
nuTandem can work with you to prioritize, assign and track these requests. We can report on status during regular project meetings or in separate meetings dedicated to enhancement requests and issue resolution.
Backed by Microsoft
Microsoft monitors Office 365 and SharePoint and provides planned and unplanned updates and patches as needed. It is easy to see a list of these maintenance activities—along with their schedule, status, and other information—in the Office 365 Administration Center. nuTandem can help monitor these Microsoft activities and notify you of potentially significant issues.
Microsoft guarantees 99.9% uptime for Office 365 and SharePoint Online: “We offer 99.9% uptime via a financially backed service level agreement. If a customer experiences monthly uptime that is less than 99.9%, we compensate that customer through service credits. For more information and proof points about how Microsoft Office 365 provides assurance to customers about the questions above, please visit the Office 365 Trust Center.”
nuTandem will monitor and facilitate Microsoft updates, upgrades, health checks and analytics. When needed, nuTandem can serve as the go-between for your organization and Microsoft, such as questions and changes regarding Microsoft’s products and services.