IT Support
UHS Logic delivers Microsoft 365 administration, Dynamics 365 managed services, helpdesk and monitoring for enterprise and Government organisations running on the Microsoft platform. Defined SLAs. Documented runbooks. Microsoft specialists at the front door rather than a generic service desk paging an engineer hours later.
Why it matters
Microsoft implementations that go live without an operating partner drift. Configuration debt accumulates. Release waves land without impact assessment. The runbooks live in someone's OneNote until that person changes role. The next significant incident reveals that the environment has been operated as a series of one-off fixes rather than as a managed surface.
Environments that hold their shape do the opposite. The operating partner is defined at handover from the implementation, not negotiated in the middle of a P1 incident at 11pm on a Friday. SLAs are committed to. Runbooks are written, maintained and exercised. Release wave readiness is a standard cadence rather than a scramble.
UHS Logic delivers IT Support as an operating discipline. We support the Microsoft platforms we also implement, and we onboard against the same artefacts whether we ran the original build or not.
A managed service without defined SLAs is a billing arrangement. An operating discipline is a different category of partnership.
Delivery areas
Each surface is a distinct support shape with its own scope, runbook posture and SLA framing. Pick the surfaces in scope for your engagement and we will respond against those, not a generic managed services framing.
Tenant administration, identity and access posture, Exchange Online, SharePoint, Teams and Intune operational support. Service that keeps the modern workplace healthy rather than reactive ticketing dressed up as managed services.
Post-implementation support for Dynamics 365 across Customer Engagement, Field Service, Finance, Supply Chain and Business Central. Designed as the operating partner that keeps the implementation working and absorbing release waves cleanly.
Microsoft-specialist helpdesk for organisations that want the front door to be staffed by people who actually understand the Microsoft stack rather than a generic service desk paging an engineer hours later.
Proactive monitoring across Microsoft 365 service health, Azure workload health, Dynamics 365 environment health and Power Platform tenant posture. Issues surfaced before they reach your users where the telemetry supports it.
Engagement models
Engagement model matched to the risk profile rather than imposed from a sales template. The right shape for your operating context, not a single packaged offer.
Tiered service with availability, response and resolution SLAs, service credits where appropriate and a quarterly business review cadence. The shape for organisations that want a defined operating partner rather than a transactional vendor.
A pooled block of Microsoft specialist hours drawn down against business-as-usual tasks, minor enhancements and ad-hoc advisory work. The shape for organisations whose Microsoft surface is steady but needs expert hands when it matters.
Tasked engagement against a published rate card with no minimum commitment. The shape for one-off projects, specific configuration changes or short-term resourcing where a longer contract is not the right vehicle.
UHS Logic operates alongside your existing IT function in a co-managed shape: we cover specific Microsoft capabilities while your team retains the broader operating posture. Lines of responsibility are defined in the engagement model rather than negotiated when incidents happen.
Operating disciplines
Four standards underneath every engagement. Each is concrete: a defined commitment, a documented artefact, a published cadence. None of them is a marketing line.
Response and resolution targets are defined per priority level and contractually committed where the engagement shape supports it. Service credits apply where misses occur. SLAs are an operating discipline, not a marketing line.
Every supported environment has a runbook covering its operating posture, escalation paths and known operational characteristics. When the on-call engineer changes, the institutional memory does not change with them.
Service performance, incident trends, planned changes and roadmap conversations land on a QBR cadence rather than living in monthly status reports nobody reads. The cadence is the engagement’s steering surface.
Dynamics 365 and Power Platform release waves are assessed for impact ahead of general availability. Change communications, environment validation and rollback posture are defined before the release lands.
Methodology
Three phases. Onboard is a delivery surface, not a quiet period. Operate is the steady-state service against committed SLAs. Improve is the continuous improvement cadence that turns operating data into roadmap.
Environment discovery, runbook development, ITSM and tooling integration, knowledge transfer from your current support function (where there is one), and definition of SLAs, escalation paths and the QBR cadence. Onboarding is a delivery surface, not a 30-day quiet period.
Steady-state operations: helpdesk, monitoring, incident response, change management, release wave readiness and minor enhancements. Service performance and incident trends reported transparently against the SLAs the engagement is committed to.
Continuous improvement against the operating data the engagement generates. Recurring incident patterns turned into roadmap items, configuration debt prioritised and addressed, optimisation opportunities surfaced and decided at QBR.
RapidLogic™ is the implementation methodology of UHS Logic. Its Operate phase is the discipline that underpins our IT Support engagements.
Differentiators
The L1 ticket is taken by someone who understands the Microsoft stack. Triage is faster, the user experience is better, and escalation only happens when escalation is the right answer.
We support the Microsoft platforms we also implement. Where you ran the Dynamics 365 or Azure implementation with us, the support engagement inherits the design knowledge directly. Where you did not, we onboard against the same artefacts we would have produced.
Defined SLAs, documented runbooks, quarterly business reviews and Microsoft release wave readiness as engagement standards, not optional add-ons. The discipline that keeps a service from drifting is built into the model.
Outcome-linked managed services, block-of-hours retainers, time-and-materials engagements and hybrid co-managed shapes. The right engagement model for the risk profile rather than a single template imposed from a sales motion.
Selected engagements
Anonymised examples of typical Microsoft engagements. Named case studies are available under NDA on request.
Whole-of-agency Microsoft 365 tenant uplift with Copilot for Microsoft 365 readiness assessment. Includes data boundary configuration, Purview information protection alignment and Essential Eight Maturity Level uplift.
Dynamics 365 Customer Service implementation for a state department case management workflow. Delivered against RapidLogic™ with structured Discover, Configure and Deploy phases and a defined hypercare period.
Greenfield Azure landing zone build with hub-and-spoke topology, Microsoft Sentinel SIEM deployment, Defender for Cloud activation and Entra ID conditional access alignment to APRA CPS 234 expectations.
FAQs
Three engagement phases: onboard, operate and improve. Onboard covers environment discovery, runbook development, ITSM integration and SLA definition. Operate is steady-state helpdesk, monitoring, incident response, change management and release wave readiness. Improve is the continuous improvement cadence against the operating data the engagement generates.
Microsoft 365 tenant administration including Exchange Online, SharePoint, Teams and Intune. Dynamics 365 across Customer Engagement, Field Service, Finance, Supply Chain and Business Central. Azure workload health and operations. Power Platform tenant administration. Where Microsoft Sentinel or Defender content is in scope, see the Microsoft Security page for the security delivery shape.
Four engagement shapes: outcome-linked managed services with tiered SLAs and service credits, block-of-hours retainer for steady environments needing expert hands, time-and-materials with published rates for one-off work, and hybrid co-managed model for organisations operating alongside an existing IT function. The right model for the risk profile rather than a single template imposed from a sales motion.
Yes. Where we did not run the original implementation, onboarding includes discovery against the existing configuration, runbook development and a remediation backlog where configuration debt is impacting operability. The aim is to leave the environment more supportable than we found it.
Dynamics 365 and Power Platform release waves are assessed for impact ahead of general availability. Change communications, environment validation and rollback posture are defined before the release lands. Release wave readiness is a standard engagement discipline, not an upsell.
Response and resolution targets are defined per priority level in the engagement contract, with service credits where misses occur. Specific SLA targets are matched to the engagement shape and the criticality of the supported environments. We commit to SLAs we can defend operationally rather than ones that look good on a proposal.
Tell us where your Microsoft environments are today and what the operating partnership needs to look like. We respond within one business day with a recommended onboarding scope, a proposed engagement model and the SLA framing we will commit to.
UHS Logic · Microsoft Solutions Partner