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Microsoft 365

Last Updated on November 7th, 2022

Microsoft 365

The Microsoft 365 Statement of Support applies only to products purchased via Black Nova Designs.

Supported:

  • Purchasing or renewing Microsoft 365 accounts
  • Explaining Microsoft 365 features and benefits
  • Setting up user accounts (mailboxes)
  • Explaining how to reset your email password or generate a new temporary password
  • Configuring Black Nova Designs managed DNS within your account to use Microsoft 365 or providing you the DNS settings needed for DNS hosted elsewhere.
  • Explaining how to enter client settings for supported desktop and mobile email clients (Official list here)
  • Troubleshooting the ability to send and receive email in supported email clients and Outlook online
  • Troubleshooting third-party email clients’ email connectivity
  • Explaining how to download and activate Microsoft 365 and included Business Apps on most recent versions of Windows OS, Mac OS, and compatible mobile devices.
  • Explaining how to install and synchronize included OneDrive software with supported desktop and mobile devices.
  • Troubleshooting Microsoft 365 system failures, errors, and degradation. If required, Black Nova Designs will escalate to Microsoft.
  • Helping you with the getting started basics:
    • Signing into Outlook on the web
    • Sending an email through Outlook on the web
    • Walking you through uploading your first file to OneDrive on the web
    • Showing you how to access, and providing resources on using, included Microsoft apps
    • Explaining included Microsoft 365 security features
  • Migrating from eligible email services using the Black Nova Designs migration service
  • Providing resources, where possible, for basics tasks not outlined within this Statement of Support

Not Supported:

  • Training you on how to use Office apps or included Business Apps (writing Excel formulas, creating PowerPoint presentations, setting your Bookings schedule, etc) beyond the getting started basic listed above
  • Migrating to or away from Microsoft 365 using something other than the Black Nova Designs email migration service (manual backups, third party migration services, etc)
  • Administering Exchange and SharePoint beyond what is listed in our Supported section
  • Troubleshooting non-connectivity issues with third-party email clients
  • Troubleshooting network connections (internet/network connectivity, internet speed, etc)
  • Troubleshooting custom Exchange settings or third-party add-ons

Email Add-ons

Supported:

  • Purchasing or renewing Email Add-Ons
  • Setting up Email Add-ons on your Microsoft 365 account
  • Explaining Email Add-On features and benefits
  • Navigating to, and accessing the portal for any purchased Email Add-Ons
  • Removing Email Add-Ons from your Black Nova Designs account
  • Ensure default settings are set in Microsoft 365 as needed for proper add-on function.

Not Supported:

  • Customize default add-on settings in Microsoft 365 to function with custom Microsoft 365 settings

Advanced Email Security

Supported:

  • Explain where to customize settings within AES
  • Provide resources on how to review message logs
  • Provide resources on how to view quarantined emails
  • Update DNS for domains in same account as Email Add-ons
  • Provide DNS settings for 3rd party connections
  • Replace default Filters if manually removed
  • Provide resources on how to create custom filters

Not Supported:

  • Modify Settings beyond providing guidance
  • Reporting message(s) as false positive/negative in add-on portal

Archiving

Supported:

  • Explain how to search your Email Archive
  • Explain how to export from your Email Archive
  • Provide resources on retention policies
  • Troubleshoot email journaling to ensure functionality
  • Offer ingestion for preexisting mail

Not Supported:

  • Review the results of a completed Search
  • Specifying search terms
  • Submit archive search beyond providing guidance
  • Journaling multiple organizations, journaling organizations not with Black Nova Designs
  • Modifying archive permissions

Backup

Supported:

  • Explain how to restore backed up content
  • Provide resources on searching for backed up content

Not Supported:

  • Search backup beyond providing guidance
  • Submit a content restore
  • Back up shared mailbox content
  • Backup Sharepoint/Onedrive content
  • Backup mailboxes not paying for add-on