Professional Services Hours
The Service includes prepaid professional services hours that the Customer may use for projects, application support, change requests and application development pertaining to Microsoft Azure, Microsoft 365 and other products and services. A Request for Change may be required for service requests that have a tenant-wide impact. Such Requests should include approval by the Customer’s Change Advisory Board, to ensure the appropriate risk and impact assessment has been carried out.
Examples of changes to Azure and Microsoft 365 which need a Request for Change
As mentioned above certain changes in your cloud environment will be considered as change requests and require documentation and approval prior to the work proceeding. This is to ensure the customer is aware of the request, the work to be undertaken and especially the scheduling of the change, any testing required and rollback plans.
As a result requests of these nature which may arrive initially as service requests will be discussed within the support team and Service Delivery Manager and a Request for Change prepared.
These will include, but are not limited to the following:
Azure tenant network changes such as DNS, Firewall
Global changes to M365 Whitelist/Blacklist
Changes to conditional access policies
Global security related changes such as MFA application
Process
If the Customer wishes SoftwareOne to carry out a change or deliver some professional services, they should contact the Customer Success Manager (CSM) or Service Delivery Manager (SDM) and submit a Request for Change. The Request for Change Form should be requested from the Service Delivery Manager.
The CSM or SDM will validate the Customer’s request and then, working with the SoftwareOne Service Delivery Lead, will respond to the Request for Change, with a scope, schedule and estimate of effort for the Customer to approve.
In the event that a Service Request, raised by the Customer as a ticket, is deemed by SoftwareOne to require a Request for Change, the Service Delivery Manager will contact the customer and ask the Customer to submit a Request for Change, ensuring the appropriate approval is obtained from the Customer.