Managed Services & Licensing
Support
An ITIL 4 aligned service desk, staffed around the clock, where a ticket that turns out to be a configuration problem goes to the people who configure these environments for a living. Valto provides service desk and remote support for your people and their devices, onsite engineers where remote will not do, and major incident management when something significant breaks. We manage your third-party suppliers so chasing somebody else's vendor is not your job, and we raise and pursue Microsoft support cases on your behalf, which as a partner holding every Microsoft Solution Partner designation we are better placed to do than you are.
TRUSTED BY ORGANISATIONS LIKE YOURS
Support that can fix the cause, not just close the ticket
Most support arrangements handle the routine well. A password reset, a new laptop, a mailbox permission. The difficulty is the other category: the recurring issue nobody has got to the bottom of, the problem affecting one team, the fault that turns out to be how something was configured two years ago. That is where a generalist provider reaches a ceiling. The ticket gets escalated to Microsoft, or to whoever built the environment, or it gets closed with a workaround and reopened next month. Valto's support runs inside a business that builds these environments. First and second line handle the day to day: incidents, requests, starters, leavers, devices, access, with every issue logged and tracked and a qualified engineer rather than a triage script at the other end. When something needs deeper knowledge, third line is a Microsoft consultant in the same organisation, not a case sitting in somebody else's queue.
What our support covers
What is included is set out in writing before you commit, along with what stays with your team.
Service desk and remote support
Incidents and service requests handled by qualified engineers rather than a triage layer, with every issue logged and tracked, and remote support so most problems are resolved without anybody travelling.
24/7/365 cover
Support available outside working hours, because a failure at six on a Friday is worse than one at eleven on a Tuesday, not better.
Onsite support
Engineers who attend when remote will not do it: hardware failures, network faults, site installations and the problems that need somebody physically present.
Starters, leavers and changes
New user setup, licensing, device provisioning, access changes, and the leaver process handled properly, including removing access and reclaiming licences rather than leaving both in place.
Major incident management
When something significant breaks, somebody owns it: coordination, communications to your stakeholders, escalation to Microsoft or a third party where needed, and a written follow-up on cause and prevention.
Microsoft support case management
We raise, describe, pursue and escalate Microsoft support cases on your behalf. As a partner holding every Microsoft Solution Partner designation, we get further with them than a customer raising a case alone.
Third-party vendor management
Chasing your telecoms provider, line-of-business software vendor or hardware supplier when an issue crosses a boundary, so coordinating four suppliers is not your job.
How support works
One route, several ways in
Raise a ticket by portal, email or phone, whichever suits the person and the urgency. Every issue is logged and tracked, triaged against agreed priority criteria rather than by who shouted loudest, and you can see the status of anything open. Available 24/7/365.
Why work with Valto for support?
Third line is the team that builds
When a ticket turns out to be a configuration problem, it goes to a Microsoft consultant in the same organisation rather than to Microsoft's queue or to whoever originally built it.
Qualified engineers on first line
Every issue is logged and tracked, and the person who picks it up is an engineer rather than a triage layer reading from a script.
ITIL 4 aligned
Incidents, requests, problems and changes handled to a recognised framework, which is why our service management stands up to procurement scrutiny as well as to daily use.
Around the clock, and onsite when needed
Cover outside working hours, and engineers who attend site when a problem cannot be fixed remotely. Plenty of providers offer one of those.
We handle Microsoft on your behalf
Raising, describing, pursuing and escalating cases with Microsoft is a skill in itself, and as a partner holding every Solution Partner designation we are better placed to do it than a customer raising a case alone.
We fix causes, and tell you about them
Recurring issues get investigated rather than repeatedly worked around, and major incidents get a written follow-up. A support arrangement that never reduces ticket volume is not working.
WHAT WE TYPICALLY FIND
What tends to have been left
This is not a criticism of anybody's service desk. These are the things that get left when nobody has time to look past the ticket queue.
- Recurring issues worked around repeatedly and never investigated
- No documented runbook, so every incident depends on who happens to be available
- Leavers whose access was never fully removed, and whose licences are still being paid for
- Devices in active use that no management or patching policy reaches
- Major incidents with no written follow-up, so the same one happens again
What good support changes
The point of outsourcing support is not to have somewhere to send tickets. It is for the volume to fall.
We're one of the UK's few Microsoft partners to hold all Microsoft Solution Partner designation badges, across all Solution Partner designation pathways. On a support arrangement that matters in two practical ways: the people escalating your ticket are the same specialists who design and deliver Microsoft projects, and when a case genuinely needs to go to Microsoft, it goes with our standing behind it rather than yours.
WHY ORGANISATIONS CHOOSE VALTO
CONNECTED, ACROSS MICROSOFT
Support that can change the environment, not just maintain it
A support-only provider can restore a service. It cannot tell you that the service keeps failing because of how identity was configured, that the licence you keep adding is the wrong one, or that the recurring mailbox problem is a governance issue in SharePoint. Valto's support sits inside a business delivering Microsoft 365, Azure, SharePoint, Power Platform, security, data and AI projects, with a dedicated Power Platform development unit rather than developers borrowed from elsewhere. That means a recurring problem can be met with a change rather than another workaround, and a support conversation can turn into a proposal when that is genuinely the answer. The result is a support arrangement where ticket volume should fall over time rather than becoming a fixed cost of running the business.
The team driving you forward
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Questions, answered plainly
Practical answers on hours, response times, escalation, onsite attendance and whether we can help without a contract.