M365 Helpdesk Addons
Helpdesk Add-On (Managed Users)
Starting at $15 per user / month.
Give your team the support they need to work confidently inside Microsoft 365.
Our Helpdesk addons are designed for Managed M365 clients who want reliable, remote support for users, devices, and the Microsoft 365 platform. The goal is simple: reduce friction, support day-to-day productivity, and help employees succeed with the tools they already use.
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M365 Helpdesk Addon
End-User Helpdesk for Managed Microsoft 365 Users
$15 per user / month
$150/month minimum
Requires all Microsoft 365 Basic and above users to be on plan.
Add unlimited remote helpdesk support for your covered Microsoft 365 users. This service focuses on employee success: helping staff use their core Microsoft 365 apps, resolve common workday issues, and stay productive.
What’s Included
Unlimited remote helpdesk for covered users
Support for core Microsoft 365 apps, including:
- Outlook
- OneDrive
- Teams
- Basic Microsoft 365 sign-in and account access help
- Basic Microsoft 365 app setup and usage guidance
Support for Windows Settings and common user-device features, including:
- Speakers, microphones, cameras, and audio settings
- Wi-Fi and basic network connection help
- Printers and scanners
- Displays, monitors, and docking behavior
- Bluetooth devices
- Default apps
- Notifications
- Basic Windows update and restart guidance
Also includes:
- Account access help and password reset coordination
- Help locating synced files, shared mailboxes, calendars, and Teams channels
- Best-effort phone support
- Support hours: Monday–Friday, 8:00 AM – 5:00 PM
What This Is
This is user support, troubleshooting, and guidance. We help employees understand and use the tools available to them.
What This Is Not
This service does not include doing the employee’s work for them.
Content creation is not included. That means we do not write emails, create documents, build spreadsheets, make presentations, design forms, create marketing material, or complete business tasks on behalf of the user.
Project work, system redesigns, migrations, workflow builds, SharePoint restructuring, automation, advanced security work, and infrastructure changes are handled separately.
M365 Helpdesk+ Addon
End-User Helpdesk + Core Microsoft 365 Admin Support
$25 per user / month
$250/month minimum
Requires all Microsoft 365 Basic and above users to be on plan.
M365 Helpdesk+ includes everything in the standard Helpdesk Addon, plus routine support inside the core Microsoft 365 admin centers. This service is for businesses that want Prestwood IT to help manage the Microsoft 365 environment itself, not just support end users.
Includes Everything in M365 Helpdesk, Plus:
Routine support inside these core Microsoft 365 admin centers:
- Microsoft 365 Admin Center
- Exchange Admin Center
- Teams Admin Center
- SharePoint Admin Center
- OneDrive Admin Center
- Microsoft Entra Admin Center
- Microsoft Intune Admin Center
Included Admin Support
If the routine support task is handled inside one of the included admin centers above, it is generally included.
Common examples include:
- User creation, removal, and license assignment
- Password resets and MFA support
- Shared mailbox setup and permissions
- Distribution lists and Microsoft 365 groups
- Mailbox delegation and calendar access
- Spam filtering review
- Quarantine review
- Allow/block sender guidance
- Anti-phishing policy review
- Mail flow rule review
- Message trace review
- Basic Teams administration
- Basic SharePoint and OneDrive administration
- Microsoft 365 service health review
- Basic domain and DNS guidance related to Microsoft 365
- Basic Intune device enrollment review
- Basic Intune configuration profile review
- Basic Intune compliance policy review
- Basic app deployment review
- Device and user assignment troubleshooting
- Conditional Access coordination when supported by licensing
What This Is
This is routine Microsoft 365 platform support inside the included core admin centers. It helps keep your Microsoft 365 tenant organized, secure, and easier to manage.
What This Is Not
Helpdesk+ does not include work outside the included core Microsoft 365 admin centers unless separately stated.
It also does not include large projects, migrations, tenant rebuilds, SharePoint architecture builds, complex compliance work, advanced automation, custom PowerShell scripting, full Intune deployment projects, full security incident response, endpoint antivirus management, server support, network infrastructure, or third-party application support.
Endpoint antivirus, monitoring, patch management, and broader device-security services are handled through our Managed IT services.
Those services are available as separate projects, consulting engagements, or Managed IT plans.
| Feature | M365 Helpdesk | M365 Helpdesk+ |
|---|---|---|
| Best For | Teams that need user support | Teams that also want admin support |
| Outlook | ✓ | ✓ |
| OneDrive | ✓ | ✓ |
| Teams | ✓ | ✓ |
| Microsoft 365 sign-in help | ✓ | ✓ |
| Windows Settings support | ✓ | ✓ |
| Microsoft 365 admin centers | ✗ | ✓ |
| Intune policy support | ✗ | ✓ |
| Exchange security | ✗ | ✓ |
| Defender / Security Portal support | ✗ | ✓ |