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    ENGAGEMENT MODEL · MANAGED & EVOLVE

    Someone who continues to take care of it.

    Ongoing support, evolution and Microsoft operations.

    After go-live is before the next go-live. Microsoft ships new features every few weeks, licensing shifts, your processes keep moving. We take over support, extend the solution on demand and keep your tenant (licences, governance, security) in shape — with clear SLAs and a named point of contact.

    from CHF 4,000 / mo12-month termPause clauseSLA P1 4h
    See SLAs and packages
    P1 4h · P2 1d · P3 5d
    Typical SLAs
    12 months, then monthly notice
    Term
    Monthly + semi-annual workshop
    Check-in
    Named + backup
    Point of contact
    Why now

    Why not just buy hours on demand?

    Because demand is irregular, and when it hits, what matters is reacting fast. A retainer means: we still know your environment, it sits on our monitoring dashboards, and a support call doesn't have to start with a recap. On top of that: licensing cost control, a Microsoft roadmap assessment every 6 months, proactive governance checks.

    Process

    How the retainer runs

    Month 0

    Onboarding and baseline

    2–3 days of onboarding: we learn your environment, set up monitoring, document contacts, escalation paths and the current licensing position. Baseline report.

    Step 1 / 5
    What you get

    Concrete outcomes

    What is included in the retainer — per month, no surprise invoices.

    • Named point of contact (Solution Architect) with a backup colleague for holidays
    • SLA-bound support via ticketing system
    • Monthly check-in including written monthly report
    • Monthly evolve budget for small adjustments
    • Semi-annual Microsoft roadmap workshop
    • Ongoing licence monitoring with alerts on anomalies
    • Annual security and governance check
    Packages

    Three packages for different setups

    Essentials

    from CHF 4'000 / month
    Small setups, 1–2 user groups
    • SLAs P1 / P2 / P3
    • Monthly check-in (30 min)
    • 4h evolve budget
    • Licence monitoring

    Standard

    CHF 6'000 – 12'000 / month
    Swiss mid-market, 3–10 user groups
    • SLAs P1 / P2 / P3
    • Monthly check-in including report
    • 8–20h evolve budget
    • Semi-annual roadmap workshop
    • Licence monitoring and alerts

    Enterprise

    from CHF 15'000 / month
    Multi-entity, own governance committee
    • SLAs P1 / P2 / P3 · 24/5 support
    • Monthly check-in + quarterly review
    • 20h+ evolve budget
    • Semi-annual workshop + architecture reviews
    • Licence monitoring + annual security audit
    • Prioritised escalation
    Monthly cancellation after 12 months · Pause clause · Clear SLAs.
    Investment

    Three packages · from CHF 4'000 / month

    Annual commitment, monthly notice afterwards. From the second contract year, you can pause for up to 3 months per year — during the pause SLA and monthly check-in are suspended, incidents remain covered at a reactive hourly rate. We agree the right package tier with you during onboarding.

    Common questions

    FAQ

    Larger work items (more than 16 hours of effort) we handle as mini-projects — separate quote, fixed price. That prevents one big request from eating your monthly budget. Incidents don't count against the evolve budget at all — they go through the SLA.

    Yes, from the second contract year. Pause for up to 3 months per year — during the pause, SLA and monthly check-in are suspended, but incidents remain covered (at a reactive hourly rate).

    That's exactly what the knowledge-transfer path is for. Every managed contract includes it. After 12–24 months your team runs large parts itself — we stay on for licensing topics, Microsoft roadmap reviews and strategic adjustments.

    Only in the Enterprise package, and only 24/5 (Mon–Fri). True 24/7 would push pricing up by 2–3x and rarely fits the Swiss B2B profile. We're honest about this: if you genuinely need 24/7, Microsoft Premier Support is the better partner for night cover.
    Typical use cases

    What we typically support

    Microsoft Operations
    Sales & CRM
    Customer & Member Platforms
    Microsoft stack

    What we deliver this with

    Microsoft Power PlatformPower Platform
    Microsoft Dynamics 365 Customer ServiceDynamics 365 Customer Service
    Microsoft AzureAzure
    Microsoft Power BIPower BI
    Microsoft DataverseDataverse
    30-minute setup call

    We'll keep taking care of it — if you want us to.

    30 minutes for a setup talk: SLAs, the right package, transition out of implementation or onboarding of an existing solution. No sales pitch.

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