What's included in Involv intranet support?

Dutch version

1. Overview

Involv intranet support ensures your intranet runs smoothly and that you get help when something isn't working as expected. Our support model has two layers.

Software Assurance is included as standard in every Involv intranet license. It covers the standard Involv intranet product — bug fixing, incident support, and standard product updates where auto-update has been approved by the customer.

Support Packages are separate annual service plans for work outside Software Assurance — custom work, configuration, training, consultancy, and ongoing implementation of the Involv intranet roadmap. For smaller one-off needs, separate billable hours can be discussed. Larger requests, such as a full redesign or broader project work, are handled through a tailored proposal.

2. What you'll learn

• What is always included in your Involv intranet license through Software Assurance
• Which requests are handled as billable services through a Support Package
• What falls outside Involv intranet support scope
• How we handle grey-zone requests where the root cause is unclear
• How the three Support Packages (Essential, Advanced, Enterprise) differ

3. Included in Software Assurance

Software Assurance applies to the standard Involv intranet product.

This includes:

• Incident support for issues in the standard product
• Corrective maintenance and bug fixes
• Standard product updates, but only where auto-update has been approved by the customer
• Access to the Customer Portal to log and track tickets
• Activation of new standard features when released (configuration of those features is not included)

Examples

• A standard Involv intranet component is not working because of a product bug → included
• A news item does not display because of a product bug → included
• A standard update is applied through approved auto-update → included
• A newly released standard feature is enabled for your tenant → included
• A ticket is logged in the Customer Portal for a standard product issue → included

4. Not included in Software Assurance

The following requests are not covered by standard Software Assurance. They are typically handled through a Support Package, through separate billable hours for smaller needs, or through a tailored proposal for larger projects.

This includes:

• Custom work and customer-specific changes, including custom work originally delivered by Involv intranet as part of an implementation or earlier project
• Manual updates when auto-update is not enabled and you want us to install the update
• Configuration of standard features for your specific environment
• SharePoint administration — site collections, libraries, permissions, metadata, content types
• Consultancy, training, and advanced support — including key user and second-line assistance
• Communication and adoption initiatives — teaser videos, treasure hunts, launch campaigns, governance coaching
• Power Platform support, where offered by Involv intranet

Tip: our knowledge base is continuously growing and already explains many configuration steps in detail. If something is missing, you can request additional articles directly via Nancybot in the knowledge base — often faster than opening a ticket.

Examples

• A custom homepage layout needs to be adjusted → billable
• Previously delivered custom CSS needs to be fixed or reapplied → billable
• You ask us to manually install the latest update because auto-update is not enabled → billable
• You ask us to configure a standard feature for your specific environment → billable
• You ask us to create a new SharePoint library and connect it to Involv intranet → billable
• You'd like us to configure Microsoft Teams notifications for new news → billable
• Your CEO wants a new homepage layout → billable
• You want additional training, consultancy, or Power BI support → billable

5. Outside Involv intranet support scope

These issues are not covered by Involv intranet support. They typically need to be handled by your internal IT team, your IT partner, or the relevant third-party vendor.

This includes:

• Microsoft 365 tenant-level issues (Exchange, OneDrive, Teams, Outlook outages)
• SharePoint platform issues outside the standard Involv intranet product
• Entra ID / Azure AD setup and management
• Microsoft 365 compliance and governance policies
• Third-party systems not delivered and maintained by Involv intranet (for example SAP, ServiceNow, Zenya)

Examples

• A document is not indexed because of Microsoft search behaviour → not included
• A Microsoft 365 issue is affecting performance → not included
• A third-party integration outside the standard Involv intranet product fails → not included
• Your intranet is slow — 99% of the time the cause is the underlying Microsoft services, not Involv intranet. We will help check, but if the root cause is Microsoft the time is invoiced → not included

Please contact your IT department first before contacting us, to make sure the root cause is not caused by Microsoft or your own tenant configuration.

6. Support Packages

Support Packages are annual service plans designed to ensure continuous support and ongoing implementation of the Involv intranet roadmap. They provide a yearly budget of hours for billable services outside Software Assurance — support, consultancy, training, and configuration work.

Support Essential

• 24 hours included
• No formal SLA
• No standard reporting

Support Advanced

• 36 hours included
• SLA response targets apply
• Quarterly budget and SLA reporting

Support Enterprise

• 72 hours included
• Faster SLA response targets
• Monthly budget and SLA reporting

General approach

• Hours do not expire and remain valid over time
• Support Packages are the recommended model for recurring billable services
• For smaller one-off needs, separate billable hours can be discussed
• For larger projects — a full redesign or a broader change request — a tailored proposal is made

7. 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 intranet bug (included) or a SharePoint permissions issue (billable)
• "The search doesn't show my document" → could be an Involv intranet webpart issue (included) or Microsoft search indexing (not included)
• "My colleague doesn't see the same news as me" → might be Involv intranet targeting (included) or SharePoint group configuration (billable)

Our approach: we always help you with an initial diagnosis. If the root cause is Involv intranet, the diagnosis is free. If the root cause is Microsoft, a third-party system, or configuration outside the standard product, the diagnosis time is invoiced.

8. Summary

Included in Software Assurance:

• Support for the standard Involv intranet product
• Bug fixes
• Standard updates through approved auto-update
• Activation of new standard features
• Access to the Customer Portal

Available as billable service (typically through a Support Package):

• Custom work
• Manual updates
• Configuration of standard features
• SharePoint administration
• Consultancy and training
• Power Platform support (where offered)

Out of scope:

• Microsoft 365 tenant issues
• SharePoint platform issues outside the standard Involv intranet product
• Entra ID / Azure AD
• Microsoft 365 compliance and governance
• Third-party systems not delivered and maintained by Involv intranet

To request support, log a ticket through the Customer Portal.

Involv version 5.3