Entra Support & Managed Services
Ongoing L2/L3 support, technical account management, and dedicated engineer access for your Microsoft Entra environment
Support Tiers
Flexible tiers designed to match the size and complexity of your Entra environment, delivered by Australia-based identity engineers
Essential
Access to a shared pool of identity engineers for reactive support, configuration guidance, and troubleshooting during business hours.
- Shared engineer pool
- Business hours coverage (8am-6pm AEST)
- Reactive support and troubleshooting
- Configuration guidance
- Access to Entraneer knowledge base
- Email and ticketing support channel
Professional
Named Technical Account Manager, proactive health checks, priority response times, and monthly environment reporting.
- Named Technical Account Manager
- Priority response SLAs
- Proactive health checks
- Monthly environment reports
- Optional after-hours critical support
- Quarterly service review meetings
Premium
Dedicated senior engineer embedded in your team on a fractional basis, providing reactive support and proactive improvement work.
- Dedicated senior identity engineer
- Fractional embedded team member
- 30-minute critical response SLA
- Proactive policy tuning and security hardening
- Feature adoption and roadmap guidance
- After-hours critical and high support
Technical Account Management
Your TAM is a named senior engineer who becomes deeply familiar with your Entra environment, your business context, and your identity roadmap. They conduct regular environment reviews, identifying configuration drift, emerging security risks, and opportunities to adopt new Entra features that align with your goals.
TAMs attend your internal planning sessions, translate business requirements into identity architecture decisions, and serve as the escalation point for complex issues. Monthly reporting covers sign-in anomaly trends, Conditional Access policy effectiveness, application registration hygiene, and license utilisation.
Microsoft Entra Backup and Recovery
Your TAM ensures your organisation is prepared for disaster recovery scenarios affecting your Entra tenant. This includes maintaining documented backup procedures for critical configuration such as Conditional Access policies, application registrations, role assignments, and governance settings. Microsoft Entra Backup and Recovery support covers regular configuration export validation, recovery runbook maintenance, and tested restoration procedures so that your identity environment can be rebuilt or restored rapidly in the event of accidental misconfiguration, malicious changes, or tenant-level incidents.
What Your TAM Delivers
- Regular environment reviews with drift detection
- Monthly health reports with actionable recommendations
- Internal planning session attendance and guidance
- Escalation management for complex identity issues
- New feature assessment and adoption planning
- Continuity through mergers, migrations, and organisational change
L2 & L3 Support Coverage
Filling the gap between generic Microsoft support and your tenant-specific configuration needs
Conditional Access & Auth Issues
Authentication failures, CA policy conflicts, MFA registration problems, and authentication strength troubleshooting resolved with direct tenant access.Synchronisation & Hybrid Identity
Entra Connect sync errors, cloud sync agent issues, attribute flow conflicts, password writeback failures, and multi-forest topology troubleshooting.Cross-Tenant & B2B Scenarios
Cross-tenant trust configurations, guest access issues, custom claims transformations, workload identity federation, and complex token lifetime conflicts.Governance & Lifecycle Workflows
Access review configuration, entitlement management troubleshooting, lifecycle workflow failures, and identity governance policy tuning by senior engineers.SLA Framework
Response targets measured from ticket acknowledgement to first meaningful engineer response, not automated replies
Critical & High Severity
Critical issues where authentication is broadly impacted carry a 30-minute response target for Premium and 1 hour for Professional. High-severity issues such as Conditional Access blocking a user population target 2-hour response for Premium and 4-hour for Professional. After-hours coverage available for Professional and Premium tiers.
Medium Severity
Configuration changes, non-urgent troubleshooting, and operational adjustments target next-business-day response across all tiers. These issues are scheduled into the regular support cadence and tracked through to resolution with documented change records.
Low Severity & Guidance
Feature consultation, best-practice guidance questions, and proactive recommendations are addressed within the agreed monthly cadence. Monthly SLA compliance reports and quarterly service reviews ensure the support experience consistently meets your expectations.
Frequently Asked Questions
How is Entraneer support different from Microsoft Premier or Unified Support?
Microsoft support is excellent for platform-level bugs and service outages, but it is not designed to assist with tenant-specific configuration, custom policy design, or architectural guidance. Entraneer support is delivered by engineers who know your specific environment, your business context, and your identity architecture. We resolve issues faster because we do not need to start from scratch with each ticket, and we provide proactive guidance that generic support channels cannot offer.
Can we start with a lower tier and upgrade later?
Absolutely. Many organisations begin with our Essential tier for reactive support and upgrade to Professional or Premium as their environment grows in complexity or as they recognise the value of proactive management. Tier changes can be made at any contract renewal point, or mid-term by mutual agreement if your requirements change significantly.
Do your engineers have access to our Entra tenant?
We work with each organisation to establish an access model that meets your security and compliance requirements. Typically, our engineers are granted just-in-time access to your tenant through Entra PIM, with access activated only when working on a support ticket and automatically revoked after a defined period. All access is logged and auditable. For organisations with stricter requirements, we can operate in a guided remediation model where we provide instructions and your team executes the changes.
What hours is support available?
Our standard support hours are 8am to 6pm AEST/AEDT, Monday to Friday. After-hours support for Critical and High severity issues is available as an add-on for Professional and Premium tier customers. We also offer dedicated after-hours coverage windows for planned change activities such as tenant migrations or major policy rollouts.
How do you handle knowledge transfer if we decide to bring IAM capability in-house?
We actively support organisations in building internal IAM capability. Our TAM service includes documentation of all configuration decisions, runbooks for common operational tasks, and optional training sessions for your internal team. If you decide to transition away from managed support, we provide a structured handover period to ensure your team is fully equipped to operate the environment independently. Our goal is to make your organisation more capable, not to create dependency.
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