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What’s included in Involv support?

Understand what our support covers, when extra services apply, and what’s out of scope

1. Overview

Involv support ensures your intranet runs smoothly and that you get timely help when something isn’t working as expected. This page explains what is included in your license, what can be requested as additional services, and what falls outside of Involv support.

2. What you’ll learn

3. Included in support (always part of your license) 🟢

You can always rely on Involv support for:

  • Incident management – resolving issues that stop your intranet from working.

  • Corrective maintenance (bug fixes) – ensuring Involv features function as intended.

  • Quarterly upgrades – new features and improvements delivered to your environment.

  • Release management – installation of new releases.

  • Access to the Service Center (ticketing system) – log and track your issues.

  • Enabling new features – making sure new functions are switched on when released.

  • SLA monitoring & reporting – for advanced and enterprise customers.

Example:

  • If a news item does not display because of an Involv bug → included.

  • If a new feature is released, we enable it for you → included.

4. Extra services (on-demand professional services) 🟡

Some requests go beyond regular support and are handled as Professional Services. These can be scheduled with our consultants.

Examples:

  • Configuration of new features (we enable it, but if you want us to set it up in your environment, that’s extra)

💡 Tip: Our knowledgebase is continuously growing and already explains many configuration steps in detail. If you feel something is missing, you can request additional articles directly via Nancybot in the knowledgebase.

  • SharePoint Online administration (site collections, libraries, permissions, metadata, content types).

  • Change requests or enhancements (new layouts, homepage redesign, organizational chart updates).

  • Training for new users beyond the knowledge base and recorded sessions.

  • Consultancy on adoption, governance, or internal communication campaigns (videos, teaser campaigns, etc.).

  • Key user support (second-line assistance) – If your internal intranet managers or key users need help beyond the basic “how-to,” our consultants can assist with more advanced troubleshooting or configuration
  •  Communication initiatives – We can help boost adoption through campaigns like intranet teaser videos, treasure hunts, or tailored launch materials.

Example:

  • You ask us to set up a new SharePoint library for HR and connect it to Involv → extra service.

  • You’d like us to configure Microsoft Teams notifications for new news → extra service.

  • Your CEO wants a new homepage layout → extra service.

5. Not included in support 🔴

Some issues are not related to Involv but to your Microsoft 365 tenant or other systems. These are handled by your internal IT team, Microsoft, or your external partner.

Examples:

  • Microsoft 365 tenant-level issues (Exchange, OneDrive, Teams, Outlook outages).

  • Entra ID / Azure AD setup and management.

  • Microsoft 365 compliance & governance policies.

  • Power Platform (Power Automate, Power Apps, Power BI).

  • Third-party integrations not delivered by Involv (e.g., SAP, ServiceNow, Zenya).

Example:

  • Your intranet is slow → could be Microsoft or your tenant performance. Involv will help check, but if the root cause is outside Involv, it’s not included.

  • SharePoint doesn’t index a document → this is a Microsoft issue, not Involv.

6. Grey zones: how we handle them

Some requests start as “something isn’t working” but may fall into different categories.

Examples:

  • “I can’t publish a news item” → could be an Involv bug (included) or a SharePoint permissions issue (extra).

  • “The search doesn’t show my document” → could be Involv webpart (included) or Microsoft search indexing (not included).

  • “My colleague doesn’t see the same news as me” → might be Involv targeting (included) or group configuration in SharePoint (extra).

👉 Our approach: we always do an initial diagnosis. If the root cause is Involv, it’s included. If not, we’ll inform you whether it’s billable or falls outside our scope.

7. Summary

  • Included → Involv software issues, bug fixes, upgrades, new features enabled.

  • Extra services → configuration, SharePoint admin, change requests, consultancy, training.

  • Not included → Microsoft 365 tenant issues, Azure AD, Power Platform, or third-party integrations.

 

 

To request support login go to the  support ticketing page

 

Involv version 5.2