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Managed Support Services

Cut costs and ease the pressure on your IT department. Gain peace of mind that your IT systems are in a safe pair of hands.

Inhouse IT support is painful. Bridging the digital skills gap to build a team with the requisite knowledge and experience can often feel like mission impossible.

And the mission is never completed. The need to keep pace with an ever-changing digital landscape places an endless strain on organisational finances and staff well-being.

A team of covert IT support experts

At ThirdSpace, our support analysts will rise to the challenge of getting the best performance from your technology deployment. You’ll have complete confidence that your system is running securely and efficiently, so you can focus on achieving your organisation’s real objectives.

Our range of managed IT services have been designed to take care of all your incident and technology requirements.

Our flexible service offering includes:

Ongoing support

  • Unlimited incident management
  • Clear service level agreements
  • Flexibility for small changes

Proactive protection

  • Dedicated account manager
  • Regular health checks
  • Continuous monitoring
  • Periodic device audits

Enhancements

  • Expert architect reviews
  • Business transformation services
  • Extended support hours
  • 24/7 P1 support

Existing client?

Log in to the support portal to raise a ticket. A member of the support team will be happy to help you.

Log in

Technical support that won’t take a holiday

By outsourcing your service desk and support to us, your organisation will:

Optimise spend

Remove recruitment costs and the need for expensive, ongoing training – our experts are on hand to take care of everything.

Reduce risk

Our support team is highly experienced and accredited across a range of Microsoft technologies, with ongoing training and examinations.

Increase performance

Free up resources to focus on the issues that matter most to your business – we’ll eliminate the unnecessary distractions and keep everything running smoothly.

Make it count: Optional add-ons

As well as our standard services, we offer a range of support add-ons. This allows you to tailor a package that’s right for your organisation. These include:

24/7 support

Out-of-hours, round-the-clock support for critical incidents (P1) from an on-call support analyst on a dedicated phone number.

Extended support hours

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

Monitoring and alerting

With remote monitoring, we can alert you to any impact to your services - and in real-time.

Expert reviews

Comprehensive quarterly or half-yearly reviews with our experienced architects, including time on-site and thorough assessment report.

Hypercare

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

Questions?

No problem, we can help. Fill in a brief contact us form and a member of the team will get back to you.

Contact us

Supported technologies

As a Microsoft Gold Partner, you can trust us to support you with every Microsoft 365 technology covered by E3 and E5 licensing. This includes:

Identity and Access Management
  • Active Directory Federation Services (ADFS)
  • Technologies in Azure AD Premium P1
  • Technologies in Azure AD Premium P2
  • Azure AD Connect
  • Microsoft Identity Manager 2016 (MIM)
  • Forefront Identity Manager (FIM)
Enterprise Mobility + Security
  • Advanced Threat Protection (ATP)
  • Azure Information Protection (AIP)
  • Azure Sentinel
  • Cloud App Security (CAS)
  • Intune and conditional access
  • System Centre Configuration Manager (SCCM)
Other technologies
  • SoftwareIDM Identity Panel
  • SoftwareIDM Service Panel
  • Saviynt Identity Governance and Administration

Skilled and professional staff, which adds to the level of assurance we need as identity becomes a key enabler for our organisation.

Iain McCall Hampshire Constabulary

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

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

FAQs

What does unlimited incident management 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. You won’t have to worry about the time and cost of the incident.

Can I raise change requests through a support agreement?

As well as incident management, most of our support contracts come with the flexibility of small changes and enhancements.

Small changes and enhancements 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.

ThirdSpace will provide a documented matrix of all small changes and enhancements that are included in the support agreement at no cost.

Where a requested change is not documented within the matrix, ThirdSpace will use reasonable endeavours to evaluate the request and help where possible. However, where a change is considered out of the scope of the support agreement, the change may become chargeable.

When considering requests, ThirdSpace will take into consideration the time taken to develop, test and release the change into other environments.

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 Synchronization Service:

  • Changing existing attribute flows (for example, display name changing from FIRSTNAME SURNAME to SURNAME FIRSTNAME).
  • Adding new attribute flows (using existing attributes).
  • Changing the precedence of attribute flows.
  • Refreshing/updating management agent/connector schemas.
  • Applying a hotfix to the MIM synchronization engine or releasing a newer version of a connector.

MIM Portal:

  • Changing an existing workflow (not a complete rewrite).
  • Changing an existing management policy rule (not a complete rewrite).
  • Changing set criteria.
  • Updating e-mail templates.
  • Changing an RCDC.

MIM other:

  • Updating MIM configuration where databases are being migrated.

Intune:

  • Change/add applications.
  • Change/add compliance policy.
  • Change application protection policy.

Azure AD Connect:

  • Changing custom rules.
  • Update Azure AD Connect to a newer version.
  • Including additional organisational units in scope.

ADFS:

  • Rolling over certificates.
  • Change claims rules.
Can I raise multiple requests at once?

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

Larger requests cannot be split into multiple smaller changes if the larger change would have been considered chargeable.

What if a change is required off the back of an incident?

Where a change is required to fix a problem identified by ThirdSpace, it will be included.

This does not include changes where there has been a change to the original requirements/design.

Are service requests included?

Ad hoc service requests, such as a request for information or advice/guidance/support with activities such as exporting data are included; however, they are not subject to any service level agreement.

Where a client requires a regular activity such as a weekly export of data, this is a chargeable add on.

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

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, and Security and Compliance.

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