How you chose to use our services is entirely up to you. We have clients getting us to do everything, others just ask us for help when they don’t know how to do something. We aim to complete your request as quickly as possible so you can focus on getting things done. This is just the beginning, we are here to help you
Of course there are some things we can’t help with. This is commonly due to permissions, access controls, or simply too risky. Our priority is to keep you up working, and if we are not able to make a change or enhancement to your environment without a risk to your system or content, we won’t do it.
Where you have a custom developed solution, created by a 3rd party or licensed we are unable to make changes to this is almost all cases. If it is only an interface change this is ok, however configuration change or code changes we are unable to assist under this service.
If you would like support for a bespoke solution we are happy discuss this as an option. Please contact us and we can discuss some options with you.
A credit is a support request. For example, you need to to create you a new site, that would be a credit. Once the task is complete and you have confirmed it is all working we will take the credit off your balance. Each month you will get a new bundle of credits
We endeavour to complete all support requests within a business day. This can sometimes take longer if for example, we need to troubleshoot a unique issue you are experience. Or if we need to confirm something with you or get extra permissions to complete the task.
Of course you can. You can purchase additional credits and even move up a plan if you wish at any time.
Yes, those on the Builder and Productivity plan have access to Video Calls with the team. This is great for those times you can’t explain the issue in writing or would like to share screens with us to show us what is happening. On the starter plan and up we are also available via instant message.
Our team in based in Australia. Not exclusively in Melbourne (the southeast) but mainly in Melbourne.
Yes, we dont stick just to the items in the list and we will help out in every way we can. There are some things we can’t do however, see the notes above. For example, if you have some custom code or 3rd party application that is playing up, we are unable to help in these areas. We can escalate this to our consulting team if you wish and they can provide an estimate to assist.
Our monthly report includes a summary of all the tickets we have received from your team. Any trends we are seeing, maybe some training could help or common issues with a particular function. We also provide analysis from our auditing tool on any changes or recommendations we have. And finally, we summarise any new features that are currently being roled out by Microsoft.
Well firstly, we wont charge you a credit. There is one exception to this and that is troubleshooting requests. If you ask us to troubleshoot something, we will look into it and advise on what should be done. Having said all that, there isnt much we can’t do.
So we can help everyone in your organisation with their requests we would request SharePoint Administrator and Teams Administrator permissions at the tenant level. We know however this isnt possible for everyone, so at a minimum we need Site Owner level access on the site where you need assistance. We provide instructions on how to setup our account for external access. If you prefer however, you can create us an account in your environment.
We are working on plans to support other areas of Microsoft 365. Stay tuned and we will be in touch. If you can’t wait email us. support@propelle.com.au
As part of the onboarding process, we will ask you for a list of people who can create tickets. If you want us to support everyone at your organisation just let us know. There are some things however we wont action for just anyone. Requests for permission changes will go to the site owner in SharePoint or Teams, or to the Administrator of the account, which is the person who signed up for the service.
Yes you can, we hope you dont want to but you will get a link on signing up which will provide details on how to do this.
It could be a question or something more. We are happy to discuss your needs whatever they may be.
