What is NOT included in Westcoast Support?

Much like Microsoft there are support boundaries (referred to as "out of scope"). A list of examples of what is defined as out of scope includes, by is not limitted to:

Licenses not purchased via Westcoast

Please see the guidance provided by Microsoft:

DNS

  • Where Westcoast confirm that the cause of the issue is due to a DNS issue. This is usually managed by the partner or an external DNS hosting provider. Microsoft and Westcoast provide troubleshooting steps to assist in diagnosing DNS issues.

Localised Network Issues

Individual Client Office Issues

  • Where errors and issues are experienced by individual users on a PC or laptop. Microsoft and Westcoast provide troubleshooting steps to assist in diagnosing issues experienced in the Office suite (e.g. Word, Excel, Powerpoint) with a 'best effort' approach. In these cases however beyond these steps and tools, a support case should be raised via Assisted Support as they are not supported via CSP.
  • Individual client issues are difficult to pin point issues as in most cases only one/a few users are affected, after troubleshooting from Westcoast and Microsoft the end resolution could be to re-install the Operating System and Office suite. 

    Operating System Issues
  • Where errors and issues are experienced by individual users on a PC or laptop. Issues diagnosed as due to Operating System errors, cases should be raised directly to Microsoft Business Support

Apple and Android App Support

  • All Apple and Android app device support must be raised directly to the respective support service on the device in question. As instructed by Microsoft the user should:

    "Reproduce the problem you are having, and then tap Settings -> Help -> Contact Support"

Migration - Microsoft Out of Hours High Priority Calls

  • Migration service requests cannot be raised as a High Priority Service Request as this is not caused by a Microsoft outage. Therefore during the planning stage of the migration it is good practise to ensure that a service request is raised so an engineer can be available to assist in the appropriate timezone.

 Root cause Analysis 

  • Westcoast support provide a break/fix service. Where an issue has been investigated and resolved but a root cause analysis is required this may be a chargeable service. 
  • The cause of the issue may be offered during diagnosis, however is not guaranteed for every support case, if root cause analysis is required please visit this site.

 

 

 

 

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