Articles about Direct Routing
One point of contact for service, support, and improvement
A question, an issue, a change or an improvement idea for your Microsoft 365 environment: you report it in one place. We make sure it reaches the right person and keep you informed.
How can we help you?
Each situation requires a different approach. 365 Assistance supports organizations through various types of services. This ensures the right expertise, clear expectations, and efficient handling of every report.
Incidents
Something isn't working as expected. Disruptions and outages affecting users, accessibility, or services.
More about IncidentsService Requests
Standard requests and user inquiries. From new users and configurations to daily support.
More about Service RequestsChanges
Implement changes with control. Adjustments that may impact processes, systems, or accessibility.
More about ChangesProblem Management
Address structural causes. Analyze recurring problems and resolve them sustainably.
More about Problem ManagementImprovements
Together, continuously improve. Seize opportunities to further optimize processes, user experience, and service delivery.
More about ImprovementsControl over your support
365 Assistance combines support, management, and continuous improvement into one central service organization. One point of contact, clear follow-up, and continuous insight into your services.
Single point of contact
One point of contact for questions, disruptions, changes, and coordination with suppliers. You don't need to determine where a report belongs: we ensure the proper follow-up.
Service & support
From disruptions and user inquiries to changes and management. Each notification is logged, assessed, and followed up according to a standard procedure.
Insight & improvement
In the helpdesk portal, you can see your tickets and their status. Together, we also look at structural improvements in processes, accessibility, and Microsoft 365.
Support doesn't have to be complicated
Many organizations struggle with fragmented support, unclear responsibilities, and notifications that no one knows exactly who is handling.
Where should I go?
Administrators do not know which vendor, department, or contact person they should contact.
What is the status?
A notification has been created, but no one knows the progress or when a solution is expected.
Who is responsible?
Microsoft, telephony, internet, contact center, or internal IT. Various parties point at each other.
Why does this keep happening?
Issues are resolved, but the underlying cause remains.
Why does this take so much time?
Colleagues are constantly interrupted with questions that could be better handled centrally.
How do we gain more control?
There is a need for overview, clear agreements, and structural improvement of the services.
One central entry point for every notification
Whether it's a question, issue, change or improvement suggestion: with 365 Assistance you always know where to turn. We register every request, determine the right next steps and ensure clear follow-up.
Step 1 - Submit your question or challenge
Via the helpdesk portal, email, or phone, you can easily contact our Service Desk.
Step 2 — We determine the right route together
Not every notification is the same. Therefore, we assess the impact, urgency, and nature of the notification together before proceeding further.
Step 3 — Clear follow-up
You know who is working on it, what the status is, and what the next steps are. This way, we avoid loose ends and confusion.
Step 4 - From notification to result
Depending on the type of notification, we perform the necessary actions, coordinate with the involved specialists, or facilitate follow-up with a supplier.
Step 5 - From Result to Optimization
We identify opportunities for improvement so that support is organized not only reactively but also proactively.
Step 1 - Submit your question or challenge
Via the helpdesk portal, email, or phone, you can easily contact our Service Desk.
Step 2 — We determine the right route together
Not every notification is the same. Therefore, we assess the impact, urgency, and nature of the notification together before proceeding further.
Step 3 — Clear follow-up
You know who is working on it, what the status is, and what the next steps are. This way, we avoid loose ends and confusion.
Step 4 - From notification to result
Depending on the type of notification, we perform the necessary actions, coordinate with the involved specialists, or facilitate follow-up with a supplier.
Step 5 - From Result to Optimization
We identify opportunities for improvement so that support is organized not only reactively but also proactively.
365 Assistance in numbers
Organisations that rely on us
Frequently Asked Questions about 365 Assistance
365 Assistance is the central service organization of 365 Angels for questions, disruptions, changes, and improvements regarding the delivered services.
Log in to the helpdesk portal and choose New ticket. You can also email or call: +31 (0)85 808 88 18 (NL) or +32 (0)2 828 28 00 (BE), weekdays 09:00–17:30.
You can submit incidents, service requests, changes, recurring issues, and improvement proposals. Each submission is evaluated and addressed through the appropriate channel.
Yes. When a disruption is caused by a supplier, 365 Angels logs and monitors the report and escalates it to the relevant supplier where possible.
Yes. Through the Helpdesk Portal, you have insight into open tickets, progress, and communication regarding your tickets.
When a disruption occurs repeatedly, it can be addressed as a Problem. In doing so, we investigate the underlying cause and consider possible improvement measures.
Certainly. In addition to disruptions and inquiries, we also support organizations with changes, optimizations, and improvement proposals.
Access to the Service Desk is available via a subscription, see the pricing. The actual service can then be billed through a credit system, postpaid agreements, or other agreed-upon models.
Always have insight into your notifications
In the helpdesk portal you follow your tickets, read the knowledge base and see the status of our services.