What we take care of
- Day-to-day Microsoft 365 and identity administration, collaboration services, and user access changes.
- Management of your agreed Azure deployment, including the infrastructure, applications, databases, and dependencies expressly placed under our care.
- Hosted-cloud operations, maintenance, monitoring, and agreed backup and recovery activities.
- PBX operation, call flows, extensions, configuration changes, issue triage, and carrier coordination.
- Supported application maintenance, integrations, and agreed AI workflow operation.
- Security configuration, alert review, approved remediation, and improvement tracking across the supported environment.
- Service requests, vendor coordination, documentation, and regular reviews of spending, health, risks, and priorities.
The supported inventory and responsibilities are established together. Comprehensive management means coordinating the agreed environment as a whole, including its application layer where included, rather than leaving each issue for the customer to connect.
A human-led relationship
You have direct access to human support through the agreed channels during your contracted service hours. Our team investigates issues, coordinates the relevant providers, explains the next steps, and follows through to resolution or an agreed handover.
Automation and AI assist our people with routine work, analysis, and context. They do not replace accountability or require you to exhaust an AI conversation before asking a person for help. Response targets, escalation paths, and service hours are set out in your agreement.
Self-directed or fully managed
Choose the level of operational responsibility you want to retain.
- Self-directed services. You lead routine activity and decisions, with Zephyr guidance and AI-assisted support where available. Unresolved issues escalate to a human by email or chat; sensitive or approval-dependent work can be routed to a person directly.
- Fully managed services. Zephyr performs the agreed daily administration, maintenance, monitoring, and coordination for you, with human-led support and proactive follow-up.
Both approaches include security responsibilities appropriate to the purchased scope. Self-directed services still have a human escalation path. Portal-based AI support is in development; the channels and capabilities available to you are confirmed in your service agreement.
Security and compliance in daily operations
Our NIST CSF 2.0-aligned approach connects access, safeguards, monitoring, response, and recovery to the day-to-day management of your services. We review agreed findings, track remediation, and help maintain relevant records and technical evidence.
We identify licensing requirements and control gaps and agree the action needed. Automated monitoring does not imply after-hours human review or response. Explore our Security & Compliance approach →
Clear service boundaries
The current offering covers the Microsoft 365, Azure/cloud, voice, applications, and AI services listed in your agreement. It does not include local employee devices, local networks, or after-hours support. We coordinate with your providers when a supported issue depends on those areas.
Migrations, new application development, major redesigns, and substantial expansion remain separately scoped projects. Routine care and maintenance are defined within the recurring service; a fully managed relationship does not create an unlimited development allowance.
Partner-delivered local or after-hours coverage may be explored in the future. It is not part of the current offering.
Ownership, costs, and service terms
You retain ownership of your Microsoft tenant and Azure subscriptions and pay Microsoft directly under the direct-billing model. Zephyr charges for the agreed management and support relationship. Zephyr-hosted cloud and voice, application care, and usage charges are identified separately where applicable.
Recurring service can be month to month or a one-year commitment, as selected in your order. A one-year service can be billed monthly without becoming a monthly commitment. Scope, service hours, quantities, support coverage, and pricing are agreed before onboarding.
Getting started
We map the environment and its dependencies, identify the services and applications to be managed, establish access and security priorities, and agree support channels, service hours, onboarding work, and escalation. From there, we take ownership of the agreed daily activities.