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HappyWired

Managed Success for Microsoft business platforms

Keep Power Platform, Dynamics 365 and Microsoft 365 stable, useful and aligned to how your business works.

Most Microsoft support services are built around tickets, response times and isolated fixes. That model works when issues are simple and demand is predictable, but Microsoft platforms rarely behave that neatly. Applications evolve, data grows, integrations expand and operational pressure changes quickly. Over time, small issues start to compound. The Managed Success Service gives organisations a more practical operating model: restore business function quickly, address the underlying cause properly, and keep the platform improving over time.

What this service solves

Platform drift

Microsoft environments rarely fail all at once. They usually degrade gradually as apps, data, permissions, integrations and business processes change around them.

Unpredictable demand

Support demand often spikes around releases, go-lives and operational pressure. Fixed ticket models rarely reflect how work actually arrives.

Recurring issues

A closed ticket does not always mean the problem has gone away. Repeat incidents usually point to a deeper configuration, process or platform issue.

Why support falls short

How Microsoft support typically works

Traditional Microsoft support measures tickets, response times and resolutions. That does not always show whether users can work again or whether the underlying issue has actually been removed.

  • Tickets become isolated events

  • Root causes remain unresolved

  • Internal teams absorb the gap

  • Demand spikes create pressure

How Microsoft support typically works

Return to Expected Behaviour

What operational recovery looks like

Return to Expected Behaviour is the point where a user can complete the task again, either through a safe workaround or a permanent fix.

  • Restore business function first

  • Use safe workarounds

  • Resolve root causes properly

  • Reduce repeat disruption

What operational recovery looks like

Application and platform support

What support covers

Business applications depend on the platform underneath them. Capacity, security, data policies and configuration can all affect how reliably systems perform.

  • Support applications in use

  • Manage platform dependencies

  • Identify behavioural causes

  • Protect critical workflows

What support covers

When organisations need this

After application delivery

You have delivered a solution, but long-term value now depends on how it behaves in real use.
  • Support adoption
  • Handle instability
  • Deliver improvements

Power Platform ownership

Multiple apps are now running on a shared platform that needs active operational management.
  • Monitor capacity
  • Manage environments
  • Maintain governance

Dynamics 365 operations

Core processes rely on a system that must remain stable while the business continues to change.
  • Protect workflows
  • Resolve data issues
  • Support change

Microsoft 365 support

Collaboration, content and governance need ongoing control once Microsoft 365 becomes business-critical.
  • Manage permissions
  • Maintain policies
  • Support structure

Licensing alignment

Licensing decisions need to reflect how the platform is actually used, not sit separately in procurement.
  • Reduce waste
  • Improve utilisation
  • Support planning

Governance control

As adoption grows, standards, ownership and decision-making need to become part of normal platform operation.
  • Define ownership
  • Control change
  • Reduce risk

Support should restore how work happens

We can review how your Microsoft platform is behaving today and show where a Managed Success model would reduce disruption, improve stability and support change.

Speak to Us

A flexible service model

Units reflect impact

Work is measured through business impact rather than arbitrary ticket volume. This helps prioritise issues based on operational effect, not just queue order.

Capacity can flex

Rolling capacity and burst cover allow the service to absorb real demand patterns, including short-term pressure around go-lives, releases and busy operational periods.

Change is included

Improvement is part of the service. Where repeat issues reveal a deeper cause, the model supports controlled change rather than repeatedly treating symptoms.

Support and improvement together

Turning repeat issues into change

Recurring issues usually point to something that needs changing, such as configuration, automation, data structure or process design.

  • Identify repeat issues

  • Investigate root causes

  • Deliver controlled fixes

  • Improve platform behaviour

Turning repeat issues into change

Built for continuous improvement

Problem-led delivery

Repeat incidents are used as signals. When the same issue keeps appearing, the service looks for the structural cause behind it.

Active monitoring

Platform behaviour is observed, not just reacted to. This helps identify capacity, configuration and governance issues before they become larger problems.

Knowledge accumulation

Runbooks, service knowledge and platform understanding improve over time, making support more effective as the relationship develops.

Controlled change

Enhancements are delivered safely and predictably, so the platform improves without creating unnecessary disruption for users.

Licensing alignment

Licensing is reviewed as part of the system, helping reduce waste and unlock capability already included in Microsoft licences.

Commercial flexibility

Additional work can be added when needed, with discounted rates and a model that supports growth rather than blocking it.

How the service operates

Onboard

We define the operating scope, priorities, support routes and governance model so the service starts with a clear understanding of the environment.
  • Confirm service boundaries
  • Establish runbooks
  • Agree priorities

Choosing the right plan

Match the plan to operational reliance

The right plan depends on how much the platform is relied on, not just organisation size.

  • Flex suits early adoption

  • Basic supports regular usage

  • Core fits most organisations

  • Plus adds proactive oversight

  • Enterprise is tailored separately

Match the plan to operational reliance

Fixed Price Plans

Flex

Light-touch, on-demand support

£ 6,200

/per year

  • 45 Ticket Units
  • 2 Change Hours
  • Reactive support model
  • Monthly reporting

Basic

Structured application support

£ 9,200

/per year

  • 90 Ticket Units
  • 2 Change Hours
  • Consistent operational coverage
  • Monthly reporting and review

Core

Popular

Standard platform operations

£ 17,800

/per year

  • 180 Ticket Units
  • 4 Change Hours
  • REB-driven support
  • Licensing review included

Plus

Growing integrated environments

£ 34,800

/per year

  • 360 Ticket Units
  • 8 Change Hours
  • Proactive monitoring
  • Roadmap and ROI reviews

Enterprise managed success

For complex or regulated environments

Enterprise is shaped around complex or regulated environments where a standard plan is not the right fit.

  • Custom pricing, Units and Change Hours

  • Strategic alignment across multiple systems

  • Full platform coverage with tailored governance

Discuss Enterprise
For complex or regulated environments

What's included in each plan

Flex

Light-touch, on-demand support

£ 6,200 /yr

per annum

  • Monthly ticket units (45 units)
  • Monthly change hours (2 hrs)
  • Rate card discount (5%)
  • Rolling average safeguard
  • Burst cover
  • Service onboarding (Partial)
  • Support runbook and knowledge base
  • Discounted license portal
  • Monthly service reporting
  • Monthly service review
  • Annual architecture diagram
Get Started

Basic

Structured application support

£ 9,200 /yr

per annum

  • Monthly ticket units (90 units)
  • Monthly change hours (2 hrs)
  • Rate card discount (7.5%)
  • Rolling average safeguard
  • Burst cover
  • Service onboarding (Partial)
  • Proactive monitoring (Partial)
  • Support runbook and knowledge base
  • Licensing support and review (Partial)
  • Discounted license portal
  • Monthly service reporting
  • Monthly service review
  • Annual architecture diagram
Get Started

Core

Popular

Standard platform operations

£ 17,800 /yr

per annum

  • Monthly ticket units (180 units)
  • Monthly change hours (4 hrs)
  • Rate card discount (10%)
  • Rolling average safeguard
  • Burst cover
  • Service onboarding
  • Proactive monitoring
  • Support runbook and knowledge base
  • Licensing support and review
  • Discounted license portal
  • Monthly service reporting
  • Monthly service review
  • Quarterly roadmap review
  • Annual architecture diagram
  • Annual ROI review
Get Started

Plus

Growing integrated environments

£ 34,800 /yr

per annum

  • Monthly ticket units (360 units)
  • Monthly change hours (8 hrs)
  • Rate card discount (12.5%)
  • Rolling average safeguard
  • Burst cover
  • Service onboarding
  • Proactive monitoring
  • Support runbook and knowledge base
  • Licensing support and review
  • Discounted license portal
  • Monthly service reporting
  • Monthly service review
  • Quarterly roadmap review
  • Annual architecture diagram
  • Annual ROI review
Get Started

How this differs from traditional support

Traditional Microsoft support services exist to respond when something breaks. They are usually measured in response times, focused on tickets and reactive by design. The Managed Success Service operates differently. It restores business function, adapts to demand and continuously improves the platform. Support, change, licensing and governance are managed as one operating model, so the outcome is not just a supported system, but one that remains stable and continues to evolve.

Managed success vs support

What gets measured

Traditional support focuses on response times and ticket closure. Managed Success focuses on operational recovery and Return to Expected Behaviour.

How work is structured

Traditional models usually rely on ticket counts. Managed Success uses impact-based Units that better reflect business disruption and priority.

How the service behaves

Traditional support is reactive by default. Managed Success combines support, change and governance to improve the platform over time.

Extend as you grow

Add capacity and resilience

The Managed Success Service can be extended when your platform becomes more important, more complex or more exposed to operational risk.

  • Add extra Change Hours

  • Include managed backup

  • Add disaster recovery planning

  • Support AI agent stewardship

Add capacity and resilience

Common questions

How is this different from standard support?

Traditional support is usually measured on response and resolution times. The Managed Success Service is designed around Return to Expected Behaviour, so the priority is restoring business function quickly before resolving the underlying issue properly.

What does Return to Expected Behaviour mean?

It means the point at which an affected user can complete the intended task again, either through a safe workaround or a permanent fix. The focus is operational continuity, not just technical completion.

What happens if demand spikes?

The service includes a rolling average safeguard and burst cover, so short-term increases in demand can be absorbed without immediately forcing a plan change or creating unexpected commercial friction.

What if a Priority 1 SLA is missed?

If a Priority 1 SLA is missed and HappyWired is the cause, service credits apply in line with the agreed service terms.

Does it cover applications and platforms?

Yes. The service can cover business applications and the Microsoft platform they depend on, including Power Platform environments, Dynamics 365 configuration and Microsoft 365 governance.

How do Units and Change Hours work together?

Ticket Units cover support activity based on business impact. Change Hours cover controlled improvements, updates and changes that resolve underlying issues properly rather than repeatedly treating symptoms.

Fix the platform, not just the tickets

Tell us what is happening across your Microsoft environment. We will help you understand where support, change, licensing and governance need to work together.