FAQ: Why HSO for Managed Services?
Cost, Pricing & Value
Our standard model is a Monthly Subscription Service that covers incidents, service requests, enhancements, and Microsoft-initiated updates like OneVersion and Wave Releases in D365.
During discovery, we review your current ticket volumes and types to create an assumed baseline. These assumptions are reviewed quarterly to ensure alignment between client value and subscription fee.
HSO provides standard reporting detailing contract service assumptions, SLAs, and outcomes delivered as part of the enhancement capacity.
Yes. We offer services for D365 license optimization and Azure subscription cost reduction, including role-based recommendations and remediation.
All fees are specified in the contract with detailed scope and assumptions. Fluid services (e.g., project implementations prior to scope definition) are managed via Change Orders once scope, timeline, and outcomes are defined.
We measure ROI through declining tickets, improved backlog throughput, and shifting investment from reactive to proactive.
By combining cost reduction, performance improvement, security compliance, and accelerated delivery, HSO demonstrates ROI in business outcomes: lower costs, higher efficiency, and sustained resilience.
HSO Differentiation
HSO supports more than 300 clients across multiple industries, with dedicated teams for Professional Services, Manufacturing, Financial Services, and Government/Nonprofit—combining deep technology expertise with strong industry understanding.
HSO uses a dedicated team support model trained in your specific deployment, including D365 components, ISVs, integrations, and business processes. We blend onshore and offshore resources for scale and time-zone alignment.
All three. We flex to align with your requirements for maximum value.
HSO’s Partnership Enablement phase integrates business and service management processes, creates runbooks, and validates readiness before go-live.
We combine client support teams with factory teams that handle hundreds of upgrades annually. Core components are automated; customizations and integrations are managed with full business context.
Absolutely.
- Microsoft-Only Focus: 100% dedicated to Microsoft technologies.
- Recognition: All six Microsoft Cloud Partner Program Solution Designations; multiple Global Partner of the Year awards; Inner Circle member.
- Scale: 2,500+ successful implementations worldwide and thousands of Microsoft-focused professionals.
Performance, Optimization & Operations
HSO leverages Azure-native monitoring tools (Log Analytics, Application Insights) to ensure stability and measure business outcomes. We align costs to realized value.
We establish baselines during enablement and configure alerts to detect issues before they impact operations. Monitoring solutions are tailored per client and shared across our network for continuous improvement.
Yes.
Yes. Our managed services cover all Microsoft solutions except Microsoft 365, with expertise in Business Applications, Data & AI, and Cloud.
Custom-built solutions leveraging Microsoft tools deployed in your environment, with alerts displayed on Power BI dashboards monitored in our 24x7 command center.
SLA Management & Support Quality
HSO offers industry-aligned SLAs for response and resolution across severity levels. Beyond traditional IT metrics, we also define business outcome-based KPIs to ensure your investment translates into measurable value.
Every partnership includes a Service Delivery Manager (SDM) responsible for strategic oversight and value realization, and a Client Care Lead for day-to-day operational continuity. Together, they manage proactive SLA monitoring, trend analysis, and escalation protocols to prevent issues before they impact your business.
Yes. We offer optional 24/7 support backed by a global delivery model combining local and offshore resources, ensuring coverage for critical incidents whenever they occur.
Our operating model includes functional and technical expertise, DevOps alignment, and release management tailored to your processes. We integrate seamlessly with your governance framework to maintain compliance and continuity.
All service requests start in our ticketing portal, with real-time collaboration via Teams federation, voice calls, and structured weekly and monthly service reviews to keep stakeholders informed and aligned.
Yes. Our standard offering includes quarterly reviews, with a preference for monthly reviews for high-touch partnerships. Reviews include KPI dashboards, SLA performance, and proactive recommendations for optimization.
AI, Automation, and Innovation
Yes. We deliver, augment, or educate your team using Service Cells for Power Platform vision.
Yes. We offer a library of industry-aligned AI agents.
Governance, Security & Compliance
HSO is ISO 27001 certified with annual recertification.
Yes. We operate within your environment under your controls.
Transition, Onboarding & Collaboration
Typically 6–10 weeks, including environment review, process alignment, knowledge transfer, and validation.
Yes—how-to support is standard; advisory services available for change enablement.