Service coverage decision

Match a partner situation to a delivery line-and qualify what must enter and leave it.

A catalogue is useful only when it identifies inputs, outputs, exclusions, and the commercial decisions the partner still owns.

Four delivery lines

User supportYour firm needs a repeatable lane for day-to-day user issues without transferring account ownership.

Microsoft 365 administrationRecurring tenant administration is consuming senior time or falling between project engagements.

Endpoint managementQualified managed devices need consistent routine attention across a defined client set.

Security baselineThe partner wants practical configuration follow-up attached to the Plus reference band without presenting a managed SOC.

Delivery line

User support

Your firm needs a repeatable lane for day-to-day user issues without transferring account ownership.

Inputs required: Branded intake, entitled users, supported device pattern, known context, escalation owner.
Useful output: Request handling record, user-facing update in the agreed identity, resolution or a bounded escalation.
Explicit exclusions: Undefined emergency coverage, unsupported devices, procurement, projects, and promises outside the agreed request lane.

Delivery line

Recurring tenant administration is consuming senior time or falling between project engagements.

Inputs required: Tenant assumptions, delegated role plan, approved administration tasks, change authority, vendor ownership.
Useful output: Documented routine administration, change context, exception routing, and recurring hygiene follow-up within scope.
Explicit exclusions: Automatic security operations, migrations, licensing advice beyond agreed responsibility, and unrestricted tenant authority.

Delivery line

Qualified managed devices need consistent routine attention across a defined client set.

Inputs required: Device profile, management tooling, supported configurations, access method, ownership and replacement path.
Useful output: Agreed routine endpoint work, documented exceptions, and escalation when a device falls outside the supported pattern.
Explicit exclusions: Unknown legacy estates, onsite work not agreed, warranty ownership, hardware procurement, and every possible operating system.

Delivery line

The partner wants practical configuration follow-up attached to the Plus reference band without presenting a managed SOC.

Inputs required: Agreed baseline, systems in scope, review cadence decision, remediation authority, incident and escalation ownership.
Useful output: Configuration observations, agreed follow-up actions, and a clear record of issues requiring partner or client decisions.
Explicit exclusions: Continuous monitoring, incident-response promises, certification, penetration testing, or a guarantee against compromise.

Commercial qualification

Your firm keeps retail pricing and client terms. These variables turn a candidate line into a specific client promise.

Variable	Why it changes the decision	Owner to name
Environment and tooling	Determines whether work is repeatable, reachable, and supportable.	Partner confirms client context; delivery validates fit.
Users, devices, and tenants	Defines entitlement and the boundaries of recurring demand.	Partner owns the client agreement.
Access and authority	Controls which actions can proceed and which require approval.	Partner/client authorize; delivery uses agreed access.
Projects and exceptions	Keeps non-recurring work visible as a separate operating and commercial decision.	Partner owns quoting and expectation.
Response and coverage expectations	Turn service windows, escalation, and urgency into written commitments.	Partner and delivery agree before the client promise.

Service deliverables

These planning documents make the proposed model easy to review before client-facing delivery begins.

Scope decision

Use the situation, inputs, outputs, exclusions, and commercial variables to decide whether the line belongs in your offer.