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Support

We don’t just offer innovative IT solutions.

Our ongoing support packages give you peace of mind that your tech is running seamlessly and efficiently, so that you can get on with maximising your business.

From making small changes to increasing performance, regular health checks and incident management, we provide a range of support packages tailor-made to your requirements.

Are you an existing customer?

If you’re an existing customer and need to raise a ticket, log in to the support portal where a member of our experienced support staff will be happy to help you.

Log In

ThirdSpace support helps you:

Optimise spend

Remove recruitment costs and the need for expensive training – everything is already taken care of.

Reduce risk

Our experienced and accredited Microsoft technology experts are a safe pair of hands for your IT systems.

Increase performance

Your IT solutions run smoothly, eliminating distractions and keeping your workforce focused.

Levels of support

We offer Essential, Advanced and Premium support packages for identity management, enterprise mobility and CIAM solutions.

All packages include:

  • Comprehensive incident management
  • Small change and enhancement requests

Additional server support, regular health checks and/or reporting recommendations are also included depending on the product and level of support selected.

Optional add-ons

Enhance your peace of mind with additional support measures, if not already included with your package. Not sure what you need? Contact us and we can create a personalised support plan for your business.

24/7 support

Out-of-hours, round-the-clock support for critical incidents from an on-call support analyst on a dedicated phone number.

Extended support hours

Extend your daily support hours from Monday to Friday, between 7.30am and 6pm.

Monitoring and alerting

We’ll alert you to any potential issues in real-time, and provide immediate corrective action.

Expert reviews

Comprehensive quarterly or half-yearly reviews with our experienced architects, with a full day on-site and thorough assessment report.

Hypercare

Increased support during critical times, such as launches or enrolment periods.

Microsoft product support

Access to support and learning from ThirdSpace’s advanced Microsoft partner support agreement.

ThirdSpace's consultants worked closely with our team throughout the process. They have always been very responsive to our needs. They’re flexible and extremely knowledgeable.

RSA Group

Skilled and professional staff who add to the level of assurance we need.

Hampshire Constabulary

Excellent product knowledge, as you would expect, but on top of this they demonstrated their ability to translate this to our environment and exercised a great deal of flexibility in delivering the solution we needed.

Yodel Delivery Network

We’re now doing a lot less manual processing which has freed up resources. And we deliver a faster and far more reliable service to our end users.

Staffordshire University

Without question the best out there. They provide a very well rounded and detailed service from initial consultation to implementation, project management and training, and offer quality guidance and advice at every step.

Programme Manager Hampshire Constabulary

We support the following technologies:

Identity and Access Management
  • Microsoft Identity Manager (MIM) 2016
  • Azure Active Directory Connect (AADC)
  • Azure Active Directory Federation Services (ADFS)
  • Azure Active Directory (AAD)
  • Azure Active Directory Premium (AADP P1 & P2)
Enterprise Mobility and Security
  • Azure Active Directory Connect (AADC)
  • Active Directory Federation Services (ADFS)
  • Azure Information Protection P1 & P2
  • Intune
  • Advance Threat Analytics
  • Azure ATP
  • Office 365 ATP
  • Microsoft Cloud App Security
  • Privileged Identity Management
  • Azure Active Directory B2C
  • Azure Active Directory B2B
CIAM
  • Azure Active Directory B2C
  • Azure Active Directory B2B
Access Centre
  • Access Centre B2E Activation
  • Access Centre B2E Self-service

FAQs

What does comprehensive incident management actually mean?

This means you can raise as many incidents as you need, with no limit in terms of how long the incident can be worked on. So you won’t have to worry about the time and cost of the incident.

What's included in small change and enhancement requests?

These requests include the addition, modification or removal of anything that would cause the solution to differ from the original design that was accepted and transitioned into support under the normal ThirdSpace processes.

Changes that are estimated to take up to eight hours will be included under this. If a change is estimated to take under eight hours but ends up taking longer, there is no additional charge. Changes that take over eight hours will be chargeable.

What would be considered a small change and enhancement request?

Below are some examples of what would be considered a small change and enhancement request.

MIM Sync Engine

  • An attribute flow rule needs to change (for example, display name changing from FIRSTNAME SURNAME to SURNAME FIRSTNAME)
  • Adding new attribute flows (using existing attributes)
  • Changing attribute flow precedence
  • Changing MA schema
  • Small MV schema updates

MIM Portal

  • Changing an existing workflow (not a complete rewrite)
  • Setting criteria changes
  • RCDC changes

Generic

  • Databases moving to a new server/instance

Intune

  • Configuration changes

Access Centre

  • Configuration changes
Can I raise multiple requests at once?

Yes, but only one request can be worked on at a time.

What if it takes longer than eight hours?

We will not charge you if work estimated to take eight hours or less ultimately takes longer.

If the estimate is longer than eight hours, then we will agree the charge with you upfront.

What does the Identity Management health check involve?

If you’ve purchased the health check add-on, we’ll monitor your system and provide advice and guidance as frequently as stipulated by your package.

Our engineers will access your system remotely to carry out tasks, including:

  • Checking MIM run cycles, exception reports, error logs and the backup service
  • SQL server optimisation
  • Performance monitoring
  • Checking disk space
  • Back-end systems checks
  • Carrying out remedial work which has been identified in the intervening period

Contact us to learn more about our support packages and add-ons.

Free roundtables in London (limited availability)

These roundtables will help your organisation understand how to:

  • Meet security and compliance demands
  • Successfully transition to the cloud
  • Protect customer identities and data
Learn more

Get in touch

We'd love to hear from you! Our friendly team can be reached Monday through Friday, from 9am to 5pm.

Contact Us
Award-winning solutions Award-winning solutions

Eight-time winner of the Microsoft Partner of the Year Award for Identity Management, Enterprise Mobility, Security and Compliance.

ThirdSpace

Welcome to ThirdSpace, the new home (and new name) for Oxford Computer Group UK.

Oxford Computer Group UK officially rebranded as ThirdSpace in the UK on 16 October. This rebrand reflects our broadening identity and security solutions, as working practices extend from the office and home into working flexibly and collaboratively from anywhere – Your "ThirdSpace".

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