Support and Managed Services Description

Last updated May 7, 2025

BEMO support and managed service scope is dependent on which service Customer has purchased.

 

 Microsoft
License Only		 BEMO Managed Services
BEMO Managed Security BEMO Managed Helpdesk BEMO Managed Compliance

Availability Options
(Eastern Time)

Mon-Fri 8 AM-8 PM

Mon-Fri 8 AM-8 PM

Mon-Fri 24/5

Mon-Sun 24/7

Mon-Fri 8 AM-8 PM

Mon-Fri 24/5

Mon-Sun 24/7

Mon-Fri 8 AM-8 PM

Scope Definition
  • Microsoft License Functionality Break Fix Support (Basic Troubleshooting)

 

  • Escalation to Tier 2 and Tier 3 (Microsoft) support.

     
  • Microsoft License Scope
  • BEMO’s security policy and configuration deployment
  • Maintenance of new and old Microsoft features as relevant to security policies and configurations deployed
  • Breach Response Support
  • Proactive management of BEMO’s security policy and configuration deployment
  • Monitoring, alerting, and remediation as per security level deployed
  • Proactive vulnerability management (Platinum Security required)
  • Quarterly security review
  • Microsoft License Scope
  • Escalation to Tier 2 and Tier 3 (Microsoft) support
  • Onboarding and Offboarding
  • Tier 1 Line of Business App Support
  • Anydesk Remote Access
  • Quarter review

     
  • Microsoft License Compliance Scope
  • GRC Platform Management and Support
  • Proactive management of BEMO’s compliance setup in GRC platform
  • Monitoring and alerting as per the compliance framework
  • Follow up with policy owners and security personnel for remediation action guidance
  • QBR
  • Proactive compliance framework updates and communication

     

Dedicated Team

BEMO does not provide a dedicated CSM or service team

Dedicated Security Engineers + Dedicated CSM

Faster Response Support Team + Dedicated CSM

Dedicated Compliance Engineers + Dedicated CSM

 

To get support with BEMO, we recommend using our Helpdesk Portal, which is available on our website: https://www.bemopro.com/support. Customers can submit tickets via the portal, call BEMO’s helpdesk, or submit an email. Customer points of contact can manage the organization’s tickets via the helpdesk portal.

Escalation Paths

  1. Assigned Support Engineer (via ticket or call)
  2. Escalation to Manager of Engineering Services (for Support, Delivery, or Managed Services)
  3. Escalation to Senior Director of Customer Success

Third-Party Line of Business Application Support

As mentioned in the Managed Helpdesk scope, BEMO will provide the following limited support for third-party, line-of-business applications as follows:  

  • BEMO’s support is limited to supporting the end-user and their interactions with the third-party application providers. In addition, because BEMO does not develop or provide these applications, BEMO cannot guarantee 100% successful resolution.  
  • BEMO will make every reasonable effort to assist the end-user in reaching a resolution with the application provided on a best-efforts basis.  
  • BEMO is not responsible for supporting the functionality of the application.  
  • The Customer is responsible for ensuring they have access to support for the line of business applications agreed upon at the time of contract or onboarding that are not part of the Microsoft 365 suite of applications used via licenses purchased from BEMO.  
  • New applications not listed on this SOW will require review and acceptance by BEMO to be added as a supported, third-party line of business application.