Microsoft Support
Services
Microsoft Support Services Portfolio
Way-Wise Technology delivers enterprise-level Microsoft support services through our team of certified experts who bring extensive hands-on experience from leading Microsoft support partners. Our technical professionals have previously delivered exceptional Microsoft customer support through various third-party companies, giving us proven capabilities to immediately handle Microsoft projects and ensure seamless service delivery with exceptional customer satisfaction.
Key Differentiators
Proven Microsoft Support Pedigree: Our team comes directly from Microsoft's premier support partners with verified track records.
Immediate Project Readiness: We can onboard and handle Microsoft support projects with minimal ramp-up time.
Dual Expertise: Extensive experience in both partner-managed cases and direct customer engagements.
90%+ Customer Satisfaction: Consistently maintained across previous roles.
24/7/365 Global Support: Multi-lingual resources available around the clock.
Dual Support Channel Expertise
Partner-Managed Cases
- Deep experience with Microsoft Partner Center case management
- Advanced troubleshooting within partner support frameworks
- SLA management and reporting for partner ecosystems
- Multi-tenant support coordination
Direct Customer Support
- End-to-end case ownership from initial contact to resolution
- Direct customer communication and expectation management
- Enterprise-level service delivery management
- Customized support workflows for large organizations
Technical Skills
Identity & Access Management
Core Technologies:
- Azure Active Directory / Entra ID
- Hybrid Identity with Azure AD Connect
- Conditional Access Policies
- Multi-Factor Authentication (MFA)
- Single Sign-On (SAML, OIDC, WS-Fed)
- Privileged Identity Management (PIM)
Advanced Skills:
- SCIM provisioning and synchronization
- Identity Protection and risky events
- Directory synchronization troubleshooting
- Custom security attributes
Exchange & Messaging
Exchange Online:
- Mail flow and transport rules
- Anti-spam/anti-malware policies
- Mobile device management (MDM)
- Public folders and shared mailboxes
- Compliance and retention policies
Exchange Server/Hybrid:
- Database Availability Groups (DAG)
- Migration batches and endpoint management
- Hybrid configuration wizard (HCW)
- Transport services and queue management
- Certificate management and SSL configuration
SharePoint Online & OneDrive
Migration & Integration:
- SharePoint Migration Tool (SPMT)
- Third-party migration tools
- API integration and Power Automate flows
- Search schema and result sources
Microsoft Teams & Collaboration
- Direct Routing configuration
- Auto Attendants & Call Queues
- Call Quality Dashboard (CQD) analysis
- Teams Phone System deployment
- Meeting policies and configurations
- Live events and webinar management
- Teams application setup and policies
- Network assessment and optimization
Microsoft Azure
- Virtual Machines and scaling
- Azure Networking (VNet, NSG, Load Balancers)
- Storage accounts and backup solutions
- Monitor and Alert rules
- Azure App Services
- Azure SQL Database
- Azure Kubernetes Service (AKS)
- Logic Apps and Function Apps
Security & Compliance
Microsoft 365 Security:
- Microsoft Defender for Office 365
- Data Loss Prevention (DLP) policies
- Information barriers
- Communication compliance
Azure Security:
- Microsoft Defender for Cloud
- Key Vault and secret management
- Security Center recommendations
- Sentinel SIEM integration
Microsoft Copilot & AI Services
- Copilot for Microsoft 365 deployment
- License assignment and management
- Prompt engineering support
- Integration troubleshooting
SUPPORT DELIVERY FRAMEWORK
Support Delivery Framework
1Tier 1 Support
- Initial contact and basic troubleshooting
- Documentation and information gathering
- Target: 50% case resolution
2Tier 2 Support
- Advanced troubleshooting and analysis
- Cross-service issue resolution
- Target: 20% additional case resolution
3Tier 3 Support
- Complex problem analysis and root cause investigation
- Microsoft TA collaboration and coordination
- Solution design and implementation
4Tier 4 Escalation
- Structured escalation to Microsoft engineering
- Comprehensive documentation and reproduction steps
- Customer liaison and expectation management
Severity Level Definitions
| Severity | Response Time | Resolution Target | Description |
|---|---|---|---|
| Severity 1 | < 15 minutes | 4 hours | Critical business impact, service down |
| Severity 2 | < 1 hour | 8 hours | Significant business impact, major features down |
| Severity 3 | < 4 hours | 3 business days | Moderate business impact, workarounds available |
| Severity 4 | < 8 hours | 5 business days | Minimal business impact, general guidance |
Performance Metrics & Commitments
| Metric | Our Commitment | Industry Standard |
|---|---|---|
| First Response Time | < 10 minutes (Sev 1) | 30 minutes |
| First Contact Resolution | 70% | 45% |
| Customer Satisfaction (CSAT) | 90%+ | 85% |
| Mean Time to Resolution | < 4 hours (Sev 1) | 8 hours |
| Escalation Accuracy | 95% | 70% |
| Knowledge Base Articles | 100% of resolved cases | 40% |
Certifications & Qualifications
Current Team Certifications
Training Roadmap
| Quarter | Technical Focus | Certification Goals | Team Coverage |
|---|---|---|---|
| Q1 2024 | Security & Compliance | SC-200, SC-300 | 75% |
| Q2 2024 | Azure Infrastructure | AZ-104, AZ-305 | 60% |
| Q3 2024 | Modern Work | MS-102, MS-203 | 70% |
| Q4 2024 | Specialized Solutions | AZ-500, MS-700 | 50% |
Support Infrastructure
Monitoring & Management
- Microsoft 365 Admin Center
- Azure Portal and Resource Manager
- PowerShell and Graph API
- Third-party monitoring solutions
- Microsoft internal diagnostic tools
Communication
- Microsoft Teams for internal collaboration
- Direct customer communication channels
- Status page and outage notifications
Documentation
- Confluence knowledge base
- Microsoft-compliant documentation practices
- Continuous knowledge sharing
Our Commitment
Maintaining 24/7/365 support coverage
Achieving and maintaining all target KPIs
Providing transparent reporting and regular reviews
Continuous training and certification maintenance
Proactive knowledge sharing and process improvement
Our Clients
Recommend Us.
The web app design looks clean and professional. Navigation is smooth, and the responsive layout works well across devices. A few minor UI polishings could make the experience even better.
Nichol
CEO, Bullet-Proof
The software is developed with a well-structured codebase, which makes it easier to maintain and scale. The overall functionality works as expected, and adding new features will be efficient.
Jeson Morgan
CEO, Fidden
Way-Wise Tech delivered a highly professional web app for our business. The development process was smooth, and the team was responsive to our needs. The final product exceeded our expectations in both design and functionality.
Brandon
CEO, Seat-Waves
We were impressed by the professionalism and expertise of the Way-Wise Tech team throughout our web app development. They provided valuable insights, communicated clearly, and delivered a robust solution tailored to our requirements.
Jad Shoueip
Founder, WeOut
Our experience with Way-Wise Tech for web app development was outstanding. The team demonstrated deep technical knowledge and a commitment to quality, resulting in a seamless and reliable application for our group.
Management Team
Search Force group
Have a Project Idea?
Let's get started
We'll schedule a call to discuss your idea. After discovery sessions, we'll send a proposal, and upon approval, we'll get started.
Firoz Bari
Chairman
Seung Lee
CEO