Viadex Microsoft
Support Services
Microsoft cloud. Supported globally.
Optimised continuously.
partnership
Modern organisations rely on Microsoft for productivity, collaboration, and cloud infrastructure.
But as environments grow, support needs change. From simple guidance to proactive management and SLA-backed incident ownership.
With Viadex, you can choose the right level of support and evolve as your needs change - without changing partners.
Support
We offer tiered support to meet different operational need: whether you’re self-managed and want occasional guidance, or you need assured SLAs and end-to-end incident ownership.
Included support (Standard CSP Support)
Included with all licences/subscriptions transacted via Viadex, this provides advisory-only assistance - we guide you to the right Microsoft documentation and knowledge articles, without taking ownership of issue resolution.
Best for: organisations that self-manage day-to-day operations and want expert direction when needed.
Microsoft 365 support
Standard 365 CSP Support (Included)
Advisory guidance only (best practice articles and knowledge base direction).
Best-effort response aligned to Viadex business hours (no defined SLAs).
No Microsoft escalation included.
Premium 365 CSP Support (Paid)
Premium support adds structure and accountability when Microsoft 365 is business critical.
What you get:
SLA-backed reactive and proactive support across Microsoft 365.
End-to-end incident ownership, monitoring, and escalation management.
Defined response times aligned to Microsoft standards, with escalation to Microsoft engineering where required.
Pricing model: priced per licensed user per month.
Best for: customers who need assured response, expert-led resolution, and ongoing optimisation.
Concierge
Concierge can be combined with Standard or Premium support.
What you get:
Access to Microsoft engineering teams for incident resolution alongside Viadex triage teams.
Use advisory hours for vendor-led sessions and workshops across Microsoft technologies.
Vendor-led support options for on-premises workloads via problem resolution hours.
Pricing model: priced by number of tickets and resolution/advisory hours.
Azure Excellence (Paid)
Azure Excellence delivers structured support plus continuous optimisation and governance.
What you get:
SLA-backed reactive and proactive support across Azure, including incident ownership and escalation to Microsoft engineering teams.
Regular cadence calls with Viadex cloud experts to help optimise and secure your Azure estate, plus professional service time to maintain and govern your investment.
Pricing model: priced as a percentage of your Azure spend.
Best for: customers with business-critical Azure workloads who want assured support plus ongoing improvement.
Concierge (Optional add-on)
Concierge can be paired with Standard or Azure Excellence.
What you get:
Microsoft engineering access for incident resolution, plus the ability to consume advisory hours for workshops and vendor-led sessions.
On-premises vendor-led support via problem resolution hours (where applicable).
Included vs paid support
What’s included with licensing and what’s not?
Included (with licences/subscriptions bought via Viadex):
Advisory guidance and signposting to Microsoft best practice / documentation for Microsoft 365 and Azure.
Paid options (when you need more):
SLA-backed incident response, ownership, escalation, and proactive optimisation (Premium 365 CSP Support / Azure Excellence).
Optional Microsoft engineering escalation and vendor-led advisory hours through Concierge.
Go beyond support with continuous improvement. When you want more than reactive support, our managed services help you strengthen security, governance, and cost control across your Microsoft estate.
Azure Excellence (Managed service)
Turn Azure into a strategic powerhouse - not just a support structure. Azure Excellence is designed to help you unlock the full potential of Azure by implementing best practices across cost management, security, and compliance—so your cloud investment doesn’t just support operations, it powers your path forward.
Monthly reviews focus on:
- Security review: TLS settings, NSGs, firewalls, data flow, update management. - - Availability review: backups, disaster recovery, redundancy.
- Cost review: reserved instances, savings plans, runbooks, utilisation. - Simplification: moving from IaaS to PaaS and towards “serverless”.
Key capabilities:
Monthly spend analysis, trend analysis, budgeting guidance, and spend alerts/limits.
Role-based access control (RBAC) with least privilege and quarterly access reviews.
Risk register tracking and quarterly service reviews to proactively manage risk.
Azure Policy compliance enforcement, including pipeline-based deployment and resource locking.
F.R.A.M.E. (Framework, Roadmap, Adoption, Measurable Value & Enablement)
IT optimisation made easy. F.R.A.M.E is a methodology that helps you modernise and optimise your IT estate over time - at your pace, within your budget, and aligned to your business goals.
Why customers choose F.R.A.M.E:
A monthly recurring fee aligned to investment and budgets, shifting spend from CAPEX to OPEX.
Access to an agile portfolio of solutions integrated over time at a controlled pace.
Enhanced security and compliance, plus a fully optimised IT estate aligned to business needs.
A collaborative approach with a dedicated consultant—no call-centre runaround.
Designed to support major change, including mergers/acquisitions and overstretched IT teams needing the right level of support.
get ın touch
Next steps
Want to understand the right support level for your Microsoft environmentor explore managed services like Azure Excellence or F.R.A.M.E?
Talk to our team
info@viadex.com
+44 208 739 1000 (Viadex)