Managed Services: Managed Microsoft 365

Microsoft 365 Business Plan		Basic	Standard	Premium
Monthly Charge 12 month term
Monthly Charge		$80 per user assigned licence
Monthly Charge 12 month term or casual month to month
Standard Pack Cost
Standard Pack Cost with Netflix
Minimum Term
Entertainment Pack
What's Included		Telstra will administer, manage, and provide user support for each of these licences, as per Microsoft standards and policies. Management will be provided at a tenancy level, and across the whole licence environment. Business Hours Support: 8:30AM to 5PM Monday to Friday (excluding public holidays) Service Elements: Policy Configuration and Self-Healing Remote management setup, configuration, & testing Monitoring & Alerting Proactive Service Desk Incident & Problem Management Monthly Service Reporting Licence & Configuration Management Service Improvement
What's Not Included		The Managed Microsoft 365 service is limited to the administration, management and support of the Microsoft 365 platform and applications as per the table above. Troubleshooting, support, and resolution activities for associated ICT components impacting the Microsoft 365 software and application experience will be at Telstra's discretion. Detailed deliverables for each service engagement can be found on the Service Description. Items not listed as included above or in the Service Decription are not included in the Service. Examples of additional services and devices not included are: Initial setup of new Microsoft 365 licences. Please see our Microsoft 365 Professional Installation services for assistance with deployment of new Microsoft 365 tenancies, plans and licences Microsoft 365 software plan/licence costs, and is only available to Microsoft licences listed within this Service Description The service does not include hardware or device supply and installation, cabling, or any other underlying requirements, equipment or infrastructure installation unless explicitly specified The service does not include management or administration of any software outside the Microsoft 365 Business environment Site Visits: See Other Fees below. Before we perform any service outside standard included service deliverables for the management service, we will provide a quotation for the non-standard services for your confirmation.
Minimum Cost Standard Pack with Netflix Includes set up costs (with Self Install Kit option)	Casual month by month
Maximum Early Termination Charges (ETC)
Maximum Early Termination Charges (ETC) 12 month term
Maximum Early Termination Charges (ETC) 24 month term
Maximum Early Termination Charges (ETC) Casual month to month
Devices
Allowances
Managed Features		Exchange Online, Azure Active Directory, Teams, Office Web Apps, SharePoint Online and OneDrive	Exchange Online, Azure Active Directory, Teams, Office Web Apps, SharePoint Online, OneDrive and Office Apps for Business	Exchange Online, Azure Active Directory, Teams, Office Web Apps, SharePoint Online, OneDrive, Office Apps for Business, Endpoint Manager (Mobile Device Only) and Defender for 365	OneDrive
Minimum Monthly Cost Casual month to month		$80

Monthly Charge
$80 per user assigned licence

What's Included?

Telstra will administer, manage, and provide user support for each of these licences, as per Microsoft standards and policies. Management will be provided at a tenancy level, and across the whole licence environment.

Business Hours Support:

8:30AM to 5PM Monday to Friday (excluding public holidays)

Service Elements:

Policy Configuration and Self-Healing
Remote management setup, configuration, & testing
Monitoring & Alerting
Proactive Service Desk
Incident & Problem Management
Monthly Service Reporting
Licence & Configuration Management
Service Improvement

What's Not Included

The Managed Microsoft 365 service is limited to the administration, management and support of the Microsoft 365 platform and applications as per the table above. Troubleshooting, support, and resolution activities for associated ICT components impacting the Microsoft 365 software and application experience will be at Telstra's discretion.

Detailed deliverables for each service engagement can be found on the Service Description. Items not listed as included above or in the Service Decription are not included in the Service.

Examples of additional services and devices not included are:

Initial setup of new Microsoft 365 licences. Please see our Microsoft 365 Professional Installation services for assistance with deployment of new Microsoft 365 tenancies, plans and licences
Microsoft 365 software plan/licence costs, and is only available to Microsoft licences listed within this Service Description
The service does not include hardware or device supply and installation, cabling, or any other underlying requirements, equipment or infrastructure installation unless explicitly specified
The service does not include management or administration of any software outside the Microsoft 365 Business environment
Site Visits: See Other Fees below. Before we perform any service outside standard included service deliverables for the management service, we will provide a quotation for the non-standard services for your confirmation.

Basic	Standard	Premium
Managed Features
Exchange Online, Azure Active Directory, Teams, Office Web Apps, SharePoint Online and OneDrive	Exchange Online, Azure Active Directory, Teams, Office Web Apps, SharePoint Online, OneDrive and Office Apps for Business	Exchange Online, Azure Active Directory, Teams, Office Web Apps, SharePoint Online, OneDrive, Office Apps for Business, Endpoint Manager (Mobile Device Only) and Defender for 365			OneDrive

Minimum Monthly Cost Casual month to month
$80

Add-On: Extended Hours Support		Extended Hours support is only available at selected locations
Monthly Charge 12 month term
Monthly Charge
Monthly Charge 12 month term or casual month to month
Standard Pack Cost
Standard Pack Cost with Netflix
Minimum Term
Entertainment Pack
What's Included		Extending Helpdesk support hours to 8:30AM to 8PM Monday to Friday + Saturday 9AM to 12PM (excluding public holidays at the relevant site) NOTE: Support hour options can only be applied for ALL users across the Microsoft 365 tenancy.
What's Not Included
Minimum Cost Standard Pack with Netflix Includes set up costs (with Self Install Kit option)	Casual month by month
Maximum Early Termination Charges (ETC)
Maximum Early Termination Charges (ETC) 12 month term
Maximum Early Termination Charges (ETC) 24 month term
Maximum Early Termination Charges (ETC) Casual month to month
Devices
Allowances
Per Licence Charge		$30 per month per licence
Minimum Monthly cost		Standard Licence Management + Extended Hours Support is $110 per licence

What's Included?

Extended Hours support is only available at selected locations

Extending Helpdesk support hours to 8:30AM to 8PM Monday to Friday + Saturday 9AM to 12PM (excluding public holidays at the relevant site)

NOTE: Support hour options can only be applied for ALL users across the Microsoft 365 tenancy.

Extended Hours support is only available at selected locations
Per Licence Charge
$30 per month per licence

Extended Hours support is only available at selected locations
Minimum Monthly cost
Standard Licence Management + Extended Hours Support is $110 per licence

Information about the service

The Managed Microsoft 365 service provides customers with administration, proactive monitoring, management, and user support of their Microsoft 365 Business plans, ensuring the Microsoft environment is always performing at its best, minimising downtime and vulnerabilities utilising the latest policies and updates from Microsoft.

The service also includes a service desk providing proactive support through automated ticketing, and also reactive support for all Microsoft 365 request.

Eligibility

You can order this service if:

you are a Telstra business customer with an ABN
you have separately purchased applicable a Microsoft 365 Business subscription from Telstra, Microsoft, or an authorised Microsoft Cloud Service Provider (CSP); and
you acknowledge and agree that extended business hours support is only available at certain locations

Information about pricing

The charges for your service depend on the types and quantity of licences you wish to have managed. Daily rating charges apply to all active licences within a customers tenancy with a user assigned.

Refer to the Plan Cost table above for standard service charges. Early Termination charges are not applicable.

Other Fees

Detailed deliverables for each service engagement can be found on the Service Description. Any work outside the pre-defined services inclusions will incur extra costs. Examples of these are on-site visits, new tenancy setup, data migrations, SharePoint site creation.

Any additional services costs considered as non-standard service requests will be communicated to, and agreed to you, before we commence work.

All packages include remote service only. If site visits are required call out fees will apply.

Call Out fees are applicable if an on-site installation service is requested. Work outside the standard Service package inclusions will attract additional fees, as separately agreed with you. For further details on call out fees visit telstra.com.au/small-business/online-suppport/business-software/call-out-fee or speak to your Telstra Business Technology Centre representative.

Bill payment charges

Fees and charges may apply for bill delivery and payment of your invoice, depending on the method.

We do have fee free options available - more information is available at:

Personal: telstra.com/payment-fees

Business: telstra.com/fees-on-payment-methods

Other Information

Fair Use Policy

Use of this service is governed by a fair use policy, which deals with excessive use. For further details visit telstra.com.au/customer-terms/business-government

Understand my bill

You're billed in arrears for the minimum monthly charge. Your first bill will be higher if you start your plan part way through a billing period.

Need help? We're here for you

Please visit telstra.com.au/contact-us us if you have questions about your offer, technical support, service or connection. Alternatively, you can call us on 13 22 00 or 1800 808 981 (TTY). To report technical issues while overseas, you can call our 24/7 International Roaming Helpdesk on +61 439 12 5109.

Complaints or disputes

If you have a problem or complaint about your service, go to telstra.com/complaints where you'll find full contact details and information about how to resolve it.

Further investigation

If you can't resolve your complaint to your satisfaction, you can contact the Telecommunications Industry Ombudsman by phone on 1800 062 058. For full contact information, visit tio.com.au/about-us/contact-us

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