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An all-around support service for your SharePoint operations.

Live Support

Live Support (Hereinafter Live Support or LS) is a time consumption based support service. Our professional engineers with full of implementation experiences with a wealth of knowledge about Microsoft products provide a wide range of support with flexibility to meet with customers' requirements.

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  • LiveSupport

    • Service Features

    • LS support staff are professional engineers with experience of implementing various Microsoft products and a wealth of operational knowledge.Our engineers provide answers to a range of questions and concerns you may have within the monthly number of hours allotted in the contract.
    • We have an extensive LS service menu including operation support, maintenance, version change after deployment.
    • LS does not only offer responses to your inquiries but also have our engineers create and provide customers with sample modules and mini-apps upon request at the customer’s convenience so you can get the most out of LS even in months when you do not have any problems or inquiries.

    Live Support can solve your problems!

    • Engineers deeply versed in each product support your business to the fullest.
    • We can flexibly customize our support to your needs.
    • Flexible payment schemes adjust usage time to each phase – when you need service, and only when you need it – letting you make additional purchases in an ad-hoc fashion.

    Microsoft 365

    Case 1

    • You are planning on installing Office 365, but don’t have enough information on its features
    • You are not sure you can install ADFS at your company and would like technical support

    Case 2

    • You want to know about installation and setup methods with regard to new features
    • You would like information on upgrading to the latest version of Office 365

    Example Installations

    • Manufacturing Employees:15,000
      Migrated from Notes to Exchange Online
    • Distribution Employees:4,000
      Created a coexistence environment with Exchange Online and on-premises Exchange 2003 / 2010

    Enterprise Mobility + Security

    Case 1

    • You are not sure which product to install
    • You’ve installed it but are not getting the most out of it, because you’re unsure of how to set up and use

    Case 2

    • You want technical expertise on the new features
    • You would like an agent to handle the work of wiping, regardless of time

    Example Installations

    • Municipality Employees:30,000
      MFile encryption and access control in Azure Information Protection
    • Education Employees:6,000
      Mobile device management with Intune

    Microsoft Azure

    Case 1

    • We will be building our own cloud and need technical support
    • Need advice from experts in order to make more effective use of Azure IaaS

    Case 2

    • We want to implement a particular solution but don’t know if it is possible in Azure Iaas
    • Considering automation in order to reduce operational strain on employees

    Example Installations

    • Insurance Employees: 9,000
      Project for development of new core system / infrastructure built on Azure IaaS / 200 server scale
    • Insurance Employees: 7,000
      Support of building insurance computing system / basic build of HPC infrastructure on Azure IaaS / 300 server scale

    Dynamics 365

    Case 1

    • You would like to know about operation and features when evaluating products in a trial environment
    • You want to set it up yourselves and would like technical support

    Case 2

    • You would like to secure an escalation contact for post-installation support
    • You want some information for upgrade

    Example Installations

    • Major Sporting Goods Manufacturer Users:30
      Incident management for integrating all in-house help desk functions
    • Information Services Users:25
      Replaced existing Access-based sales management system with the use of Dynamics CRM

    Service Flow

    Contract

    • Select a Pack
    • Select a Time Period ( Min. 3 months )
    • Select a Person in Charge ( One or Two )

    Initial Hearing

    • About How & Who Uses the Service ?
    • About Hardware / Software / Middleware / Client Environment / Network
    • About 3rd party's tools
    • About Any Linkage / Connection ?
    • About how to escalate the issues
    • About Maintenance Agreement in Place ?
    • If further investigation is required, we will give a quote accordingly.

    Start of Service

    • Format
      Format Specified by JBS
    • Response from JBS
      Title includes Incident Number ( Ex. 【SLS0001】 SCCM Agent Push Install Failure )
      The initial response should be sent out within three days after the inquiry.
      When the assumed time for troubleshooting exceeds 3 hours per incident, we will ask you if further investigation is required with the initial response. When the incident is closed, we will notify you of the time spent for the troubleshooting.
    • Reporting
      We provide reports every three months on ongoing open and closed incidents.
    • Note that changes may occur depending on your environment.
    • The expansion pack can be purchased as an add-on service if your contracted time in the monthly basic pack is insufficient.

    Disclaimers

    • The minimum contractual period for Live Support is three months.
    • Contractual time is limited to that used within the month. Unused time is not carried over or advanced to the next month.
    • Note that we may adjust the final start date.
    • This is a remote support service provided from our offices.
    • On-site support is also available per request, but you will be charged for travel time between our offices and yours. Travel expenses are also converted to time and charged as applicable.
    • Note that the date and time of on-site visits may be adjusted. Time elapsed is charged at a rate of 1.5 times actual time.
    • For locations outside of the Tokyo Metropolitan Area, you will be billed separately for travel expenses, lodgings, and incidentals.
    • Documents and scripts provided via Live Support are based on general knowledge. Where using at your site, you must first confirm and test their applicability.
    • Escalation support of products and services provided by other vendors conforms to the support terms of those respective vendors.
    • Some products presume entering into a support contract with us first.
    • Where using paid support beyond that in your contract, we will first confirm with you and, where obtaining your consent, escalate the service on your behalf.
    • The costs of paid support services are the responsibility of the customer or their actual cost is billed to the customer.
    Related Tag

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