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Continuous management and support for applications and services to ensure efficient and stable operation, meeting enterprise business needs.
Why Choose NovaTech Microsoft 365 Outsourcing Services
13 years of helpdesk service experience.
Exclusive operations and maintenance support center located in Pudong, Shanghai.
Partnership with Microsoft experts.
Over 30 IT professionals on staff.
Implementation of a quality management system based on specialized personnel and mature processes at the company and project levels, in compliance with ISO 9001 standards.
Obtained ISO 27001 certification, ensuring the security of customer data we access.
Introduction to Help Desk Services
Novatech's IT help desk services are designed to solve user's daily IT operation and maintenance issues, allowing IT personnel to focus on the company's core business and improve work efficiency.
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IT Help Desk OutsourcingWe strictly follow ITIL standards to efficiently handle common issues (L1 help desk) and technical problems (L2, L3 help desks), improving the experience and productivity of end-users. -
Security Operations Center (SOC) OutsourcingNovaTech's SOC services ensure that your IT environment is constantly monitored, promptly detecting and addressing potential security risks, preventing data breaches and system intrusions. -
Network Operations Center (NOC) OutsourcingWe strictly adhere to ITIL standards to efficiently manage common issues (L1 help desk) and technical challenges (L2, L3 help desks), enhancing the experience and productivity of end-users. -
IT Technical Support OutsourcingRelying on comprehensive root cause analysis and continuous IT infrastructure monitoring, we ensure rapid response and efficient resolution of incidents. Our services focus on cost-effectiveness and response speed, committed to proactive management and prevention of issues. -
Architecture Management Service OutsourcingNovaTech can take over the entire help desk function, including process establishment, L1-L3 level issue handling. -
Nationwide On-Site ServicesTo meet the needs of some clients who require on-site services for maintenance and implementation, NovaTech provides professional on-site services for enterprises in first-, second-, and third-tier cities.
Microsoft 365 Support
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Service CategoryIncluded ServicesEnd-user SupportManagement Support
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Basic Service Support
7x13 (9-22:00) service and support
Email/400 phone/WeChat/Ticket account
7x13 remote support (if remote cannot resolve, provide on-site service)
Yes
Yes
Yes
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Desktop Support Services
Customer computer issue handling
Customer computer system installation
Customer computer optimization
Software and application installation and maintenance
Printer and scanner installation and maintenance
Yes
Yes
Yes
Yes
Yes
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Office 365 Support Services
Office 365 client software download, installation, and activation
Teams client issue resolution
Teams client usage consulting and support
SharePoint shared document synchronization issue resolution
One Drive configuration and issue resolution
Outlook email usage consulting and issue resolution
Office 365 account MFA setup and issue resolution
Initial user Office 365 account password setup
Office 365 group creation and member management
Office 365 mailbox migration
Office 365 management center setup and management
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
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Office 365 Backup Services
Office 365 data backup service (excluding third-party products)
Management account configuration and issue resolution
Management account user permission configuration and protection
Daily backup verification and issue resolution
Daily backup recovery request processing
Monthly backup service status report
M365 Azure Intune configuration support
Microsoft Intune endpoint device compliance check and repair
M365 Azure Purview data security setup
M365 Azure Purview sensitivity label setup
Microsoft 365 Entra ID configuration support
Microsoft 365 Entra ID zero trust condition setup
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
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Security Compliance Support
Microsoft 365 Defender for endpoint security
Microsoft 365 Defender for Office 365 phishing
Microsoft 365 DLP data leakage protection
Security log monitoring, collection, and processing
Yes
Yes
Yes
Yes
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Reporting
Monthly creation of operation SLA report
Ticket details
SLA details
Issue type details
Customer satisfaction survey
Daily report of Office365 usage
Email, Teams, SharePoint, Onedrive
Security logs
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
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Reporting
Monthly BI-Based Operations SLA Report
- Ticket Details
- SLA Details
- Fault Type Details
- Customer Satisfaction Survey
Monthly Office365 Usage Log Report
- Email, Teams, SharePoint, OneDrive
- Security log
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Maintenance Service Process
Users report issues through email, phone, and other support channels. The system will automatically or with the assistance of a support agent create corresponding tickets to ensure issues are recorded and tracked in a timely manner.
Tickets are categorized based on issue type and urgency, and assigned to the appropriate support engineers. For Level 1 (L1) tickets, this process is automated. For more complex Level 2 (L2) to Level 3 (L3) tickets, manual handling ensures they are allocated to engineers with higher professional skills.
The assigned support agent will resolve the issue as quickly as possible. If the issue requires deeper technical support, it will be escalated to a higher-level engineer to ensure the problem is thoroughly resolved.
We will promptly inform users of any changes in the ticket status and the final resolution plan, allowing users to understand the progress and outcome of the issue handling at any time.
Our Covered IT Components
To ensure the stability and efficiency of your IT infrastructure and its key components, NovaTech's operation and maintenance services cover the following areas:
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Local Data CentersSupport for physical servers and virtualized environments to ensure the stable operation of local data centers.
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Public CloudCovering public cloud platforms such as Azure, Alibaba Cloud, Tencent Cloud, Huawei Cloud, and AWS, providing comprehensive management and support for cloud infrastructure.
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Terminal DevicesIncluding desktops, laptops, and mobile devices, compatible with Windows, Mac, and Linux operating systems, ensuring the normal operation of employee devices.
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Development InfrastructureSupporting CI/CD processes, development, and testing environments, providing reliable infrastructure support for development teams.
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Application SystemsCovering ERP, POS, CRM, OA, and custom applications, ensuring the efficient operation of various business application systems.
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Network and Network SecurityProviding network management and security services, including SIEM, IAM, firewalls, etc., to ensure network security and compliance.
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Data StorageSupporting the operation and management of databases, data warehouses, and data lakes, ensuring the security and efficient access to data.
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Customer-Facing SoftwareCovering the maintenance and support of applications, websites, and portals, ensuring smooth operation of customer-facing software and enhancing user experience.
Our IT Helpdesk Support Channels
To ensure the smooth operation of your IT infrastructure and to provide timely support, NovaTech offers the following support channels：
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User Self-Service Portal -
Service Desk Software -
Email -
Telephone -
Instant Messaging -
Social Media
NovaTech Support Center
Common Questions
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What does NovaTech's Microsoft 365 Operations and Maintenance services include?
Our services cover the maintenance and optimization of core components such as Microsoft 365 backend, SharePoint, Exchange, Teams, and OneDrive, ensuring the system runs efficiently and securely.
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How does NovaTech ensure the quality of Microsoft 365 Operations and Maintenance services?
We adopt standardized processes (such as ITIL) and a dedicated support team, regularly reviewing and optimizing service content to provide professional operational support.
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Does NovaTech offer a free current status survey service?
Yes, we provide a free survey of the current status of Microsoft 365, networking, desktop, and cloud, and develop optimization plans for customer reference.
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Can NovaTech help businesses reduce Microsoft 365-related operational costs?
Yes, by evaluating existing infrastructure and processes, we help businesses optimize resource allocation and reduce total cost of ownership (TCO).
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Does NovaTech's Microsoft 365 service support users across different regions?
Yes, our services cover regions including Mainland China, Hong Kong, Taiwan, and Singapore, ensuring seamless collaboration for global teams.
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How does NovaTech ensure a quick response to service requests?
We use an intelligent ticket dispatch system to prioritize urgent requests and resolve issues quickly through a dedicated team.
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Does the Microsoft 365 Operations and Maintenance service support multiple languages?
Yes, we provide support in both Chinese and English to meet the language needs of users in different regions.
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Does NovaTech provide operation reports and analysis services?
Yes, we regularly provide operational reports, including data analysis on system performance, ticket response time, and user satisfaction.
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Does NovaTech offer training support for end-users?
Yes, we provide training for enterprise users to help employees become familiar with the use of Microsoft 365 and best practices.
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How does NovaTech's operational services improve business efficiency?
We optimize system configurations, respond quickly to issues, and provide regular updates to ensure the efficient operation of Microsoft 365 tools.
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Does NovaTech support migration services to Microsoft 365?
Yes, we offer migration support from local systems to Microsoft 365, including planning, implementation, and optimization.
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Which industries does NovaTech's Microsoft 365 service support?
Our services are suitable for various industries such as education, manufacturing, finance, retail, and more, meeting the operational needs of different businesses.
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How can I contact NovaTech for Microsoft 365 service support?
You can contact our support team by phone at 4009029162, email at support@cloudyes.net, or through online chat (WeChat public account "NovaTech Customer Service" or self-service portal at support.cloudyes.net).