Microsoft 365 Scope of Support
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Our goal is to ensure the reliability of your Microsoft 365 packages provided by IONOS and provide assistance with all IONOS interfaces, products, and your questions.
Please feel free to contact us for assistance at any time. The representative will determine the feasibility of your request and provide a cost estimate for services outside of the regular scope of support (if applicable).
| Services | Included | Out-of-Scope |
| Ordering or cancelling your package and additional products | ✓ | |
| Showing you how to separate domain from non-Microsoft 365 email formats | ✓ | |
| Helping create, edit, and delete your email accounts in the Microsoft 365 menu | ✓ | |
| Helping set up your Microsoft 365 address in Outlook (guide provided) | ✓ | |
| Helping set up your Microsoft 365 address in mobile devices (guide provided) | ✓ | |
| Walking you through changing your password | ✓ | |
| Explaining how to access office.com | ✓ | |
| Helping install Office Suite | ✓ | |
| Making sure you are able to create, send, and receive emails | ✓ | |
| Explaining how to add file attachments | ✓ | |
| Answering questions about email storage limits | ✓ | |
| Answering questions about security incidents involving your email (suspected hacking, phishing, or mail spoofing) | ✓ | |
| Granting global admin rights for customer | ✓ | |
| Granting global admin rights on behalf of the customer so developers may carry out certain tasks | ✓ | |
| Questions specific to the individual Microsoft programs (Word, Excel, etc.) | ✓ | |
| Any actions taken by the customer that require global admin rights | ✓ | |
| Separating domain from all non-Microsoft 365 email formats | ✓ | |
| Completing the migration of email content from IONOS Webmail or Exchange to Microsoft 365 | ✓ | |
| Explaining how to set up signatures, redirects, filter rules and automatic replies | ✓ | |
| Explaining how to gather email headers | ✓ | |
| Assistance with HIPAA compliance | ✓ | |
| Troubleshooting errors caused by other email providers | ✓ | |
| Making changes to the Allow/Blocklist on behalf of the customer | ✓ | |
| Answering legal questions about email | ✓ | |
| Troubleshooting network problems in your infrastructure | ✓ | |
| Assisting with the use of third-party email client software (with the exception of setting up the mailboxes) | ✓ | |
| Provisioning of mail logs | ✓ |