Microsoft Support Outside Your Local Hours

    White-Label Microsoft 365 Support for MSPs

    Australian-based Microsoft 365 support delivered under your brand. Effixion covers Microsoft 365 administration, Entra ID, Conditional Access, Intune, Exchange Online, Teams, SharePoint and Defender triage during the hours your local team is offline.

    Discuss MSP Coverage Follow-the-Sun Service Desk

    Microsoft Capability Across L1 and L2

    Microsoft 365 Administration

    • Tenant and service configuration
    • Licence assignment and group management
    • Service health and incident investigation
    • Admin centre tasks within agreed scope

    Entra ID Identity & Access

    • User, group and role administration
    • Sign-in and access troubleshooting
    • Guest and external access queries
    • Privileged access checks within scope

    MFA & Conditional Access

    • MFA registration and reset assistance
    • Conditional Access policy troubleshooting
    • Blocked sign-in investigation
    • Policy change requests under your approval

    Intune Endpoint Management

    • Device enrolment and compliance issues
    • Configuration and policy troubleshooting
    • Application deployment support
    • Windows and mobile device queries

    Exchange Online

    • Mail flow and delivery investigation
    • Mailbox, permission and delegation tasks
    • Quarantine and anti-spam review
    • Shared mailboxes and distribution groups

    Microsoft Teams

    • Teams client and meeting troubleshooting
    • Membership, policy and channel queries
    • Voice and calling issues within scope
    • Guest access support

    SharePoint & OneDrive

    • Permission and sharing investigation
    • Sync and access troubleshooting
    • Site and library administration tasks
    • Restore requests within agreed scope

    Defender & Security Triage

    • Defender for Endpoint alert triage
    • Defender for Office 365 investigation
    • Microsoft Defender XDR incident review
    • Escalation per your agreed model

    Monitoring, investigation, triage and escalation only. This is not a full SOC or MDR service.

    Onboarding & Offboarding

    • New starter account and licence setup
    • Group, mailbox and device provisioning
    • Leaver disablement and access removal
    • Documented completion in your ticket

    Escalation and Morning Handover

    Incidents that cannot be resolved within the agreed scope are escalated using your documented model and contacts. Everything else is closed out and documented, so your team starts the day with a clear picture rather than an unexplained queue.

    • Client-facing communication under your MSP brand where agreed
    • Your ticket templates, tone and priority definitions
    • Your escalation contacts and approval thresholds
    • Named administrative accounts with MFA, never shared logins
    • Least-privilege access aligned to the work in scope
    • Written end-of-shift handover into your morning

    When MSPs use this

    • Overnight Microsoft 365 incidents that would otherwise wait until your morning
    • Extended-hours or round-the-clock customer agreements
    • Cover for annual leave, sickness, vacancies and peak periods
    • Weekend and holiday coverage windows agreed in advance
    • Migration cutover weekends where extra hands are needed
    • Reducing on-call load on your senior Microsoft engineers

    Microsoft 365 Support Questions

    Does Effixion work directly with our customers?
    Only where you want us to. Communication can operate under your MSP brand using your templates and tone, and your MSP keeps ownership of the customer relationship.
    How do you access our customers' Microsoft 365 tenants?
    Through named administrative accounts with MFA, provisioned by you under least-privilege principles and scoped to the work agreed. We do not use shared logins.
    Can you make Conditional Access or policy changes?
    Changes follow your documented approval and change procedures. Investigation and triage happen within the coverage window; changes are made only where they are pre-approved or approved by you.
    Do you provide Microsoft security monitoring?
    We provide alert triage, investigation and escalation across Defender for Endpoint, Defender for Office 365 and Defender XDR within the agreed scope. We do not present this as a full SOC or MDR service.
    Which coverage windows are available?
    Windows are agreed per engagement and expressed in your local business hours rather than fixed time conversions, so seasonal clock changes do not move your cover.
    Follow-the-Sun Service Desk L3 Infrastructure Support for MSPs

    Extend Your Microsoft Coverage

    Tell us which Microsoft services and customers you need covered and we will work through a coverage window with you.

    Discuss MSP Coverage