Our support services team
Pythagoras has a team of Microsoft-certified consultants who support our customers’ deployments of Microsoft Dynamics 365, SharePoint and Azure. Our consultants maintain accreditations in all of our key technologies to ensure they can deliver support across each version of these platforms, as well as any development or customisation.
98%
of our SLA’s are consistently hit
100+
customers currently in support with Pythagoras
19
years of experience delivering support for our customers
20+
full time, Microsoft accredited support consultants
Support services programmes
We have adopted a flexible approach to our support packages to ensure we can always deliver a service to suit you. We offer two core support programmes which can be personalised according to estimated incident numbers and optional service add-ons.
Link to: Essentials
Essentials
Our Essentials agreement provides access to our managed services team via our customer portal, email and phone.
Link to: Premier
Premier (Managed Services)
Our Premier agreement builds upon our Essential agreement by providing and enhanced and proactive service.
“I have been very pleased with the support provided by Pythagoras. They are professional and easy to work with. Response times have been good and support staff have been knowledgeable and helpful.”
8Build
Supported technologies
Support for
Azure
Support for
Evolve
The benefits of our support services
Transparent, secure service across our support team
All programmes offer target Service Level Agreements for response and resolution of incidents, giving our customers peace of mind their issues will be handled within appropriate time-scales. We store system access credentials in a secure central location to ensure we can autonomously resolve issues on behalf of our customers.
Microsoft escalation path and roadmap awareness
Our Advanced Support agreement with Microsoft allows us to escalate customer issues directly for quick resolution should this be required. We have a dedicated Technical Account Manager within Microsoft who acts as a point of escalation for our customers’ incidents as well as providing us with frequent roadmap and technical updates to keep the team up to speed with the very latest developments.
Long-term customer relationships
Our aim is to ensure you are maximising the value of your solution. Our supported customers have an assigned Service Delivery Manager who will notify you of any Microsoft changes that may affect you; make recommendations for system improvements based on tickets raised, and act as a liaison between the support team and your Account Manager to ensure a high quality of service.
Consistency from project to support
Our Managed Services team is based in our head office, giving them access to the wider team of over 100 full-time technical staff. Working closely with consultants and project managers gives the support team awareness of our projects before each organisation transitions to a supported customer, and means they can quickly speak to the individuals involved in delivering each project should they require further insight into the system.
Adherence to Microsoft best practices
We embrace the standards of Information Technology Infrastructure Library (ITIL) and have incorporated ITIL related guidance and processes within our team. We always recommend deploying support fixes through the stages of development, user acceptance testing, and then into production to ensure a smooth deployment to your users.
Access to our support knowledge base
All of our supported customers have access to our Support Knowledge base which can be used to research issues prior to raising a ticket with our help desk. We encourage customers to be self-sufficient where possible to ensure their ticket allowance is maximised and used for more challenging questions or issues.
Our support channels
Portal
Telephone
Remote Assistance
On-site
Some of the organisations we support
