XrossRoots — Microsoft 365 security and Copilot engineering XrossRootsManaged Services & Support
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Service desk online · M365 managed services

Microsoft 365, fully run.
Your people, fully supported.

XrossRoots Managed Services stands up your tenant, keeps improving it, and gives every employee a real support team behind them — a tiered service desk, a proper ticketing system and engineers who know your environment by name.

See the ticketing system Talk to the practice
FardeenPractice leadFardeen KomalClient liaisonKomal
Service desk · live flow
0Tickets handled today
0%Fixed at first contact
0%Within SLA

Example data · illustration only

Go-to-market & engagement

Two ways in. One standard of delivery.

Work with us directly, or let us deliver quietly behind your own brand. Flip the switch to see how each model runs.

Direct client engagement

    Engagement map · Direct
    M365 lifecycle · onboarding to optimization

    A tenant's first year, handled in sequence.

    Implementation doesn't end at go-live. Click any milestone to see what happens — this is a live process, not a one-time project.

      01

      Tenant implementation

      Planning, designing and executing secure migrations from legacy email and file servers into Microsoft 365.

      02

      Post-onboarding optimization

      Continuous audits after launch to cut licence spend, clean up SharePoint and refine security settings.

      03

      Adoption tracking

      Training sessions and usage telemetry so employees actually adopt the tools the business pays for.

      Support base

      A real support team, not a shared inbox.

      Every request lands with the right level first time — and escalates fast when it needs to. Security issues go straight to our SOC.

      Tiered support model
      L0Self-serviceKnowledge base, how-to guides and an AI assistant that answers common questions instantly.24/7
      L1Service deskFirst-line analysts: passwords, MFA, access, Outlook and Teams issues — most fixed on first contact.First response
      L2M365 engineersExchange, SharePoint, Intune and identity specialists for anything deeper than a quick fix.Escalation
      L3Architects & vendorSenior architects and direct escalation to Microsoft support for complex or platform issues.Expert
      SOCSecurity incidentsPhishing, compromised accounts or suspected breaches route straight to our 24/7 SOC.Immediate
      Support portalRaise, track and update tickets, see SLA timers and browse the knowledge base — branded for you or your partner.
      EmailEvery email to the support address becomes a ticket automatically, with a reference number back in minutes.
      Microsoft TeamsA support app inside Teams — ask a question, log an issue or check status without leaving work. Built with XrossAgents.
      PhoneA direct line for urgent issues, answered by people who know your environment.
      Standard

      Business hours

      Monday to Friday, your local business day. Ideal for most small and mid-sized teams.

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      Extended

      Extended coverage

      Early and late shifts plus Saturday — for teams across time zones or with shift workers.

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      Critical

      24/7 for critical issues

      Round-the-clock response for P1 incidents, with security issues handled by our SOC.

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      Ticketing system

      Every request tracked, from raised to resolved.

      This is how your users and our engineers see the queue. Raise a test ticket and watch it move through the board — SLA timers, assignment and resolution included.

      XrossRoots service desk · interactive demo

      Raise a ticket

      Try it — your ticket joins the demo queue below. Nothing is sent anywhere.

      Real clients raise tickets through the portal, email, Teams or phone — see the support channels above.

      New0
      Assigned0
      In progress0
      Resolved0
      Open: 0 · Resolved today: 0Avg first response: 11 min · Demo data
      End-user support

      Everything your people need help with.

      From a forgotten password on Monday morning to a full office move — our service desk covers the everyday and the exceptional.

      Password & MFA resets

      Fast, verified resets and MFA re-registration — without opening a security gap.

      Joiners, movers & leavers

      Accounts, licences, mailboxes, groups and devices ready on day one — and locked down on the last.

      Outlook & email

      Shared mailboxes, calendars, rules, signatures, delivery issues and mobile mail set-up.

      Teams & meetings

      Teams, channels, permissions, meeting rooms, calling and guest access that just works.

      SharePoint & OneDrive

      Sites, sharing, sync problems, restores and tidy permissions so files are where people expect.

      Devices & Intune

      Laptop and phone enrolment, Autopilot builds, app deployment and compliance policies.

      Licensing & billing

      Right licence, right person — with regular reviews so you stop paying for unused seats.

      Office apps & Copilot

      Word, Excel, PowerPoint, OneNote and Copilot questions answered by people who use them daily.

      Planned changes

      Scheduled updates, policy changes and new features rolled out with notice and minimal disruption.

      Phishing & suspicious email

      Report it, we check it — and if it's real, our SOC contains it before anyone else clicks.

      Training & adoption

      Short live sessions, how-to guides and onboarding packs that get people productive faster.

      VIP & executive support

      Priority handling and white-glove help for leadership, including travel and event support.

      Service levels

      Clear priorities, clear clocks.

      Every ticket gets a priority, and every priority has a response and resolution target written into your agreement.

      PriorityExampleFirst responseTarget resolution
      P1 · CriticalEmail down for the whole company30 minutes4 hours
      P2 · HighA team can't access SharePoint1 hour8 business hours
      P3 · MediumOne user's Outlook won't sync4 business hours2 business days
      P4 · LowRequest a new shared mailbox1 business day5 business days

      Typical targets shown. Final service levels are agreed per client and written into the service agreement.

      Monthly service review · sample
      Tickets by category
      Access & MFA31%
      Outlook & email22%
      Teams16%
      Devices13%
      SharePoint10%
      Other8%
      Within SLA
      97%of tickets
      First-contact fix
      72%solved by L1
      Ticket volume · last 6 months
      Fewer tickets month on month as root causes get fixed−38%
      Reporting & service reviews

      You'll always know how support is going.

      Every month you get a clear service review — and every quarter we sit down to plan what to fix, automate or improve next.

      • SLA performance — response and resolution times against target.
      • Trends & root causes — what's driving tickets, and how we'll make them stop.
      • User satisfaction — short surveys after every resolved ticket.
      • Licence & adoption insights — where money is wasted and which tools are underused.

      Dashboard shows sample data for illustration.

      Who runs the practice

      Your people on our side.

      Managed services is led by a named practice lead and a dedicated client liaison — so you always know who owns your environment.

      Fardeen Practice lead · M365 managed services & support

      Fardeen

      Owns tenant delivery and the service desk — from onboarding and migrations to optimization, adoption and day-to-day end-user support.

      View profile       Komal Client liaison · Co-Founder & Director

      Komal

      Your point of contact for the relationship — onboarding, service reviews, escalations and making sure the service keeps fitting your business.

      View profile
      Questions

      Good to know.

      Can you take over from our current IT provider?
      Yes. We run a structured handover — documenting your tenant, users, devices and open issues — so support continues without a gap.
      Do our users need to learn a new system to raise tickets?
      No. They can email, message us in Teams, call, or use the portal. Every route creates a tracked ticket automatically.
      Can partners resell this under their own brand?
      Absolutely. Our white-label model gives partners a branded portal and support address while our engineers do the work behind the scenes.
      What happens with security issues?
      Anything security-related — phishing, suspicious sign-ins, compromised accounts — is handed straight to the XrossSOC for immediate investigation and containment.
      Is there a minimum number of users?
      No fixed minimum. We support small teams and large organisations — the support plan is sized to your users and coverage hours.
      Get started

      Let us run it, so you don't have to.

      Tell us about your team and your current set-up. We'll come back with a support plan, coverage options and a clear quote.

      One inbox · New clientbridge@xrossroot.com
      It's about

      Request a call

      Tell us what you need and pick two time slots on different days, in your own time zone. We'll confirm one within one business day.

      Request a call

      Prefer email? bridge@xrossroot.com