Support & Operations
Plan the ongoing operation and support for your system – with SLAs, escalation processes and maintenance plan.
SLA definition
Response and resolution times
Escalation process
Clear escalation levels
Maintenance plan
Regular maintenance
What is Microsoft 365 support and AI-powered IT helpdesk optimisation?
Microsoft 365 support covers the ongoing management, optimisation, and helpdesk operations for Microsoft 365 environments — including SharePoint, Teams, Exchange, and Azure. CNEXT combines traditional IT support with AI-powered support agents (built on Microsoft Copilot Studio and Azure AI Foundry) that automatically answer common requests, classify tickets, and escalate issues. The result: fewer tickets to handle, faster resolution, and lower support costs.
of all IT support tickets are standard requests that AI agents can resolve entirely without human intervention (Gartner, 2024)
Gartner 2024response SLA for Microsoft 365 incidents with CNEXT support — email, Teams, and SharePoint issues handled with priority
CNEXT SLAentry-level support package for Microsoft 365 with CNEXT — including proactive monitoring, patch management, and AI helpdesk
CNEXT Pricing“Good Microsoft 365 support is no longer just a helpdesk. With AI agents, we resolve 70% of tickets automatically — employees get an answer in minutes without waiting for a human.”
Marcel Haas— CEO & Solution Architect, CNEXT
Last updated: July 2026