PRODUCT
Premium Support Add-on
Ensure your custom Microsoft 365 solution remains reliable and future-proof.
Secure your investment with a maintenance agreement
Elevate your experience with our Premium Support Add-on, designed to offer proactive maintenance, expert troubleshooting, and rapid response times during business days.
Our dedicated team ensures your custom TarasTech solutions run smoothly, allowing you to focus on growing your business.
Who can benefit?
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Existing TarasTech Customers:
Already enjoying our services? Enhance your setup with dedicated support.
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New Clients Planning a Project with TarasTech:
Launch your project with the assurance of ongoing, specialised support.
Please note: This offer is exclusively for custom solutions built by TarasTech.
Why choose Premium Support?
Expert Assistance
Get access to certified support professionals who understand your unique environment.
Predictable Maintenance
A clear, pre-agreed scope and support hours ensure cost control and predictable service.
Enhanced Business Continuity
Minimize downtime and keep your business running smoothly.
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Fast Reaction Time
Premium support guarantees a response within 60 minutes and a status update from an engineer within 24 hours.
Minimized Downtime
Get priority response to technical issues, reducing costly delays.
Proactive Monitoring (Premium+)
Detect and resolve issues before they impact your operations.
How it works
1️⃣ Purchase & Deployment –
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Select Your Subscription: Choose either the Premium or Premium Plus subscription on Microsoft AppSource.
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Install the Solution: Deploy the solution to your Power Platform environment, where your custom TarasTech solution is installed.
2️⃣ Configuration & Setup –
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Activate Monitoring: Configure the active monitoring feature through the TarasTech service app.
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Free Consultation Option: Alternatively, take advantage of a free 30-minute consultation where our experts configure the setup for you.
3️⃣ Ongoing Excellence –
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Continuous Support: Benefit from regular check-ups, software updates, and expert troubleshooting during business days, ensuring your solution remains optimised and secure.
Our Premium Support process
From support case to resolution
Scope of our maintenance agreement
Included Services
✅ Diagnosis & Troubleshooting:
Handle technical issues affecting your custom business solution.
✅ Assistance with disruptions:
Support issues arising from Microsoft 365 / Power Platform updates and unexpected bugs.
✅ User access management:
Support for managing user access to the solution.
✅ Technical guidance:
Expert assistance with app functionality, business logic, and usage questions.
✅ Fast initial response:
Rapid acknowledgment within defined reaction times
✅ Dedicated support:
A senior engineer familiar with your solution is assigned to your case.
✅ Proactive monitoring (Premium+ only):
Automated error detection and proactive technical resolution.
✅ Routine Power Platform maintenance (Premium+ only):
Environment updates (at least twice a year), upgrades, performance checks, & data backups.
✅ Optional changes covered:
Request enhancements or modifications to your solution. Development work is billed separate from the fixed fee; once implemented, all changes are fully supported under this agreement.
Exclusions
❌ Change requests:
Requests for new features or modifications that go beyond the scope of the agreed maintenance activities.
❌ Customer-induced alterations:
Issues resulting from modifications made by the Customer or third-party integrations not implemented by TarasTech.
Choose the support level that’s right for you
*Offer available only until 31. March 2025!
Term and Commitment
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Our Premium Support service is offered on a 12-month commitment, ensuring a fixed price throughout the term. Customers have the flexibility to choose between monthly or annual billing options.
Billing and Discounts
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Billing transactions are processed by Microsoft. For customers opting for annual prepayment, a 5% discount will be applied to the total fee.
Frequently asked questions
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Can we subscribe to Premium Support even if we’re not a TarasTech customer?Only if you’re planning your next Copilot, Power Apps, or Automation project with us. 😀 For general Power Platform support, please note that our standard consultancy rate applies, with a minimum charge for one hour per month and pre-payment.
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Can we use Premium Support for custom solutions not built by TarasTech?Unfortunately not – at least not under the current package. We would need to assess your solution first and determine the implementation cost for our active monitoring process. This work is billed hourly. Contact us to discuss your requirements and timeframe.
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Do we need a separate Premium Support licence for each TarasTech solution?It depends. If each solution is deployed in its own production environment, then typically yes. However, if all solutions share the same Dataverse database, one Premium Support licence may be sufficient. Please contact us before your purchase, and we’ll advise you accordingly.
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Does TarasTech provide a GDPR data privacy policy?Yes, we do. With extensive experience supporting European customers, we take data privacy very seriously and adhere to GDPR requirements.
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Why is your Premium Support service so affordable?As a small, experienced team that has delivered numerous Power Platform solutions worldwide, we’ve streamlined our support processes to work efficiently. This enables us to offer a cost-effective service that benefits all parties.
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We are on a monthly billing plan. Can we switch to annual billing?Yes, cancel your current subscription in the Microsoft 365 Admin Centre (Billing > Licences) and subscribe to the annual plan.
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I want to cancel my Premium Support subscription. What are my options?You may cancel within the first 7 days without further consequences. However, if you’ve already received any free consultation or support during that time, those hours will be billed at our standard consultancy rate and must be paid within 14 days. After this period, you are committed to a 12‑month support term.
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What happens if we cancel before the end of the 12‑month commitment?If cancellation is accidental, please contact us immediately. Otherwise, cancelling before the commitment period ends is a breach of our agreement. In that case, any open support cases will be put on hold, and any consultancy work already provided will be billed at our standard rate within 7 business days.
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What happens if we use more than the included free support hours?Any extra time will be charged by the actual work hour, in 15‑minute increments, and billed monthly separately from Microsoft AppSource.
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Will unutilised support hours roll over to the following month?No, support hours do not roll over.
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What is your standard consulting rate?We charge AUD $260.00 per hour (or the equivalent in USD or EUR).
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Do you provide an invoice for Premium Support?When you subscribe via Microsoft AppSource, Microsoft will issue the invoice. If we bill you directly, we will provide a formal invoice in your chosen currency (AUD, USD, or EUR).
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Can we pay in currencies other than Australian Dollars?Yes, Microsoft AppSource accepts a variety of currencies. When we bill you directly, you can choose to be invoiced in AUD, USD, or EUR.
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PREMIUM PLUS: Does the discounted rate apply to any billed hours?Absolutely. With at least one PREMIUM PLUS support subscription, you’ll enjoy a 10% discount on any work we bill you for or your next project with TarasTech. 🚀
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PREMIUM PLUS: Does the discount still apply if we already have a discounted consultancy rate?Yes, provided you have not previously subscribed to PREMIUM PLUS support.
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I can’t purchase on Microsoft AppSource – what am I doing wrong?You must be assigned the Billing Administrator role or be the billing account owner to purchase an app subscription. Users with the Global Administrator role can also make the purchase. Please ask your IT department to assign you the appropriate role, set up a billing account in your name, or make the purchase on your behalf.
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What is a dedicated support engineer?Typically, this is a senior support engineer who was involved in the development and implementation of your custom solution. They have in‑depth knowledge of your application and function as a third‑level support specialist.
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How do I book a meeting with my dedicated support engineer?The case confirmation email includes the engineer’s contact details and a link to their Bookings page, where you can schedule a meeting.
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How do the Urgency and Business Impact fields affect our support response?Every incident is processed with the same commitment, but these fields help prioritise issues if you submit multiple cases simultaneously, ensuring that the most critical problems are addressed first.
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How can we request a change request?Simply create a new Service Request in the TarasTech service app – select “change request” – or email us at support@tarastech.com. Generally, smaller changes (up to 3 hours) are billed at our agreed consultancy rate, unless otherwise agreed with you. For larger changes, we’ll arrange a meeting to discuss requirements and cost estimates. Once implemented, these changes are covered under your support agreement. Without a dedicated agreement, however, we cannot warrant their implementation.
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Can you provide end‑user training as part of Premium Support?We cover technical questions and offer user guidance specific to your custom solution. However, if you require tailored end‑user training, this would need to be scoped separately. Please contact us for further details.
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What is the TarasTech service app?Our service app is a model‑driven Power Apps solution. After subscribing to PREMIUM or PREMIUM PLUS on Microsoft AppSource, you can install the app in your Power Platform environment (typically your production environment). You’ll then configure the active monitoring service – and if needed, you can use your free 30‑minute initial setup consultation, where we’ll help you with the configuration.
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How does the active monitoring work?Our Premium Support service app triggers whenever a new log entry is recorded in your solution’s action log. These error logs are securely transmitted via the SendGrid connector to our internal Dynamics 365 Customer Service Hub.
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What data is transferred to TarasTech through active monitoring?We collect and encrypt data from your error log, including: • Created On date • Tenant ID • Environment ID and type • Solution name and version • Component name • Debug message (with relevant context, which may include personal data such as a user’s UPN)
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What does proactive failure investigation mean?When our active monitoring system detects an error from your solution, your dedicated support engineer is immediately notified. They will then investigate and provide a status update within the first response period. If the issue is severe, we’ll also offer a cost estimate for resolving it.
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What does the routine Power Platform maintenance service involve?Microsoft releases two major updates to the Power Platform each year. As soon as a new platform release is available in your tenant, we proactively test your custom solution to ensure that, once the update is generally available, your solution continues to operate without issues.
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Can we use Premium Support with TarasTech’s DMARC Reports Enabler?This service is available only with our Business Premium or Enterprise editions.