Title: On-demand IT support > Scoped Microsoft 365 administration and troubleshooting, with clear responsibilities, agreed support hours and documented changes. Source: https://aegentra.co.uk/services/on-demand-it Publisher: Aegentra (aegentra.co.uk), United Kingdom edition. Prices in GBP excluding VAT. Published: 2026-10-21 Updated: 2026-10-21 Licence: public web content; cite the source URL. IT operations / United Kingdom # On-demand IT support Scoped Microsoft 365 administration and troubleshooting, with clear responsibilities, agreed support hours and documented changes. Last reviewed 21 October 2026. Fees in pounds sterling plus VAT. [Discuss your scope](https://aegentra.co.uk/contact?subject=On-demand%20IT%20support) [See a working example](https://aegentra.co.uk/services/on-demand-it#working-example) A defined task. A controlled change. A useful handover. Scope and fee ## Agree the work. Know the boundary. The written proposal defines the scope, responsibilities, price and delivery timetable. ### What shapes your quote - Complexity and urgency of the agreed task - Access, third-party dependencies and support window - One-off work versus agreed ongoing hours [Request a scoped proposal](https://aegentra.co.uk/contact?subject=On-demand%20IT%20support) The requirement in context ## Support that leaves a record your team can use. A scoped IT task should identify the business owner, required permissions, expected result and evidence of completion. We separate troubleshooting from security assurance and confirm any ongoing support arrangement before work starts. Primary references [NCSC: cloud security principles](https://www.ncsc.gov.uk/collection/cloud/the-cloud-security-principles) Inside the work ## What a useful change handover contains. Original example of a support record—not an existing customer ticket or a promise of response time. | Before | During | After | | --- | --- | --- | | The affected service, users and business impact. | The authorised action and person approving it. | What changed and what was tested. | | Access permissions and an agreed support window. | Observed result, exceptions and rollback decision. | Known limitations, owner and next action. | Fictional example · Not a client result, legal determination or complete audit checklist. [Download this working example (CSV)](https://aegentra.co.uk/downloads/on-demand-it-working-example.csv) What you take away ## Evidence. Ownership. A practical next step. Scoped Microsoft 365 administration and troubleshooting, with clear responsibilities, agreed support hours and documented changes. - Agreed support boundary and authorised contacts - User-access and administration tasks within scope - Troubleshooting and change records - Escalation arrangements and a practical handover ### Separate responsibilities This is not an unlimited support or 24/7 response promise. Hours, response arrangements, exclusions and licences are confirmed in the engagement. How the work moves forward ## From the requirement to a usable result. Responsibilities and access are agreed before the engagement. Work stays connected to the outcome—not the number of documents produced. - ### Define the task Describe the issue, affected systems and required outcome. - ### Approve the work Confirm permissions, timing, dependencies and a change window where needed. - ### Test and hand over Record the result, exceptions and next steps so the team retains control. A practical starting point ## Can we start with a defined piece of work? Yes. Describe the issue, affected systems, business impact and preferred timing. The proposal should define what will be done, how access is authorised and how completion will be demonstrated. Fictional working exampleA scoped access review can reconcile current users, privileges and joiner/leaver records, with changes approved by the relevant business owner. Before you commission the work ## Your questions. Clear answers. **Can we book a one-off piece of Microsoft 365 work?** Yes, subject to scope and availability. Describe the outcome and affected services; we confirm what is included and how completion will be checked. **Is support unlimited or available around the clock?** No such promise is made. Hours, response arrangements, escalation, exclusions and fees are agreed upfront. **Can you manage joiners and leavers?** User administration can be included when authorised contacts, approvals and the scope are defined. We do not change access solely on an unverified request. **Will our team retain access and documentation?** The engagement should define ownership, approved access and the handover record. Changes and unresolved issues are documented; administrator credentials must be handled securely, not sent through the public form. **Is this Microsoft customer support or Aegentra IT support?** This is scoped Aegentra support for business Microsoft 365 administration and operations, not Microsoft’s own customer-service channel. Agree tenant boundaries, permissions, responsibilities, support hours and escalation arrangements in advance. **What should a completed support request leave behind?** Record the authorised request, action taken, affected configuration, verification and any follow-up or rollback information. Access should be limited to the agreed work. Support hours and response commitments are agreed in writing; 24/7 support is not automatically included. **What should we prepare for a scoping conversation?** Describe the organisation, product or service, customer requirement, systems and preferred timing. Do not send passwords or confidential records through the enquiry form. We agree secure evidence handling separately. Choose the right route ## Connected work. Distinct responsibilities. Commission organisational support, build your own knowledge or clarify what a customer has requested. ### Related services [Microsoft 365 security assessment](https://aegentra.co.uk/services/harden/microsoft-365-security-assessment) [Email security](https://aegentra.co.uk/services/harden/email-security) ### Clarify your requirement [Read the decision guide](https://aegentra.co.uk/knowledge/course-or-consultancy) ## Let’s define the work you actually need. Tell us what you need to achieve, what is in scope and where you are starting. [Talk about your project](https://aegentra.co.uk/contact)