Rentals
Shop Online
  • SOLUTION 10. SUPPORT AND MANAGED SERVICES

SLAs you can prove. Tickets that close.

One Microsoft Customer Agreement. Every license, every workload, one renewal date. Predictable annual spend you can defend in any audit.
Scope your managed support
Run the support benchmark check
SA clients
0 +
Microsoft-
certified
0 +
Microsoft
Managed
Partners
0 in SA
support coverage
available
0 /7
support img1 | Braintree
  • The wedge no managed services partner can match.

Microsoft-direct escalation. Not a second-tier queue.

Braintree is one of three Microsoft Managed Partners in South Africa. That status gives our tickets direct-escalation lanes into Microsoft Engineering. Non-managed partners wait in standard support queues. Same Microsoft, very different response paths.
Direct Microsoft escalation lane. Faster mean-time-to-resolve on Tier-3 product issues.
support img2 | Braintree
  • The Microsoft stack

The Microsoft stack you will run. Five products. One escalation path.

Microsoft Sentinel

Cloud-native SIEM. Threat correlation across endpoints, identity, network and cloud workloads. Real-time alerting.

Microsoft Defender for Endpoint

Threat detection and response on every fleet device. EDR with automated investigation.

Microsoft Intune

Unified endpoint management. Policy push, compliance, app deployment across Windows, macOS, iOS and Android.

Microsoft Copilot for Service

AI agent for support engineers. Case pre-summary, KB-anchored answers, ticket co-pilot inside the agent record.

Microsoft Foundry. Built by Braintree.

Custom runbooks and managed-service playbooks where Microsoft does not ship a named agent. Same governance.

  • The service lifecycle. End to end.

Every stage. One unified support estate. Microsoft-named, Braintree-deployed.

From threat detection to closure SLA to continuous improvement, the Microsoft support agents are organised by lifecycle stage. We deploy them where the ROI is proven. Not by default.
Stage 01

Detect

Microsoft Defender for Endpoint

Threats and signals on every fleet device. EDR with automated investigation. The first line of detection on the endpoint surface.

Microsoft Sentinel

Cloud-native SIEM. Correlates signals across endpoints, identity, network and cloud workloads. Real-time alerting on cross-source patterns.

Stage 02

Triage

Microsoft Copilot for Service

Pre-summarises the inbound ticket. The engineer reads a 40-word summary, not the user's three-paragraph email. Severity match against your SLA.

Customer Insights, Service

Cases routed by intent. The unified record gives the engineer the customer history, the open tickets and the service entitlement in one view.

Stage 03

Resolve

Microsoft Copilot for Service

KB-anchored answers. Ticket co-pilot drafts the response from your documented knowledge base. The engineer reviews and ships.

Microsoft-direct escalation

Tier-3 product issues escalate directly into Microsoft Engineering via Braintree's Managed Partner lane. Not a public queue.

Stage 04

Close

Microsoft 365 Admin Center

Closure SLAs reported back. Proof of resolution captured against the service entitlement. Service-window adherence on the dashboard.

Azure Resource Health

Workload-level health signals close the loop. The customer sees an audit trail, not a "trust us, it's fixed" status update.

Stage 05

Improve

Power BI on case data

Repeat-cause analysis. Mean-time-to-resolve trended quarter on quarter. The numbers feed the runbook updates that compound.

Copilot for Service analytics

Continuous improvement signal. The agents flag the case categories worth runbook investment. The data tells you where to deploy next.

Custom domain agents

Built by Braintree on Microsoft Foundry

For the use cases Microsoft does not yet ship a named agent. Built on Microsoft Foundry, Copilot Studio and Power Automate. SA-grounded. Production. POPIA-aligned. Custom agents enter through the AI Value Framework. Same business case discipline as the named agents above.
  • How we deploy

How we deploy. The AI Value Framework.

Four stages. Business case first. ROI modelled. Deployed only where the case proves out.

Discover

Map your current support estate, escalation paths, SLAs, monitoring tools and gap analysis with the highest unification ROI.

Evaluate

Go / No-go gate Full ROI and TCO model on managed services vs status quo. Presented to management. Sign-off before any operational change.

Deploy

Microsoft Sentinel, Defender, Copilot for Service and Intune deployed only where the business case warrants them.

Build

Custom runbooks, managed-service playbooks and SOC dashboards on Microsoft Foundry where Microsoft does not yet ship a named one.

Braintree doesn’t deploy AI agents by default. We deploy them where the ROI is proven.
  • Two paths to one Microsoft support estate.

Co-managed support or fully outsourced. Pick one.

Different starting points need different scoping work. Read the column that applies.
PATH 01. CO-MANAGED

You have an in-house IT team. You want a Microsoft partner alongside them.

  • Your team owns L1 and L2. Braintree owns L3 and Microsoft-direct escalation. Joint runbook. Shared monitoring dashboard.
  • Best fit. Enterprises with established IT teams that need Microsoft-specialist depth without replacing in-house operations.
  • Typical engagement. 6-month minimum. Monthly steering review. Co-owned tooling.
  • Scope a co-managed engagement.
PATH 02. FULLY OUTSOURCED

You want Braintree to own the entire Microsoft support function.

  • Braintree owns L1 through L3 plus Microsoft-direct escalation. You retain the IT strategy seat. We run the operations.
  • Best fit. SMBs without dedicated IT, or enterprises consolidating from multiple vendors onto one managed estate.
  • Typical engagement. 12-month minimum. Quarterly business review. Sole accountability for the support estate.
  • Scope a fully outsourced engagement.
Scope your managed support
  • The commercial spine.

One Microsoft Customer Agreement. Not a stack of vendor contracts.

How the commercial model changes when your support, monitoring, Microsoft 365 and Azure run on one Microsoft agreement.
BEFORE. FRAGMENTED.

Your current support estate.

  • Help desk vendor A. Endpoint management vendor B. SIEM vendor C. Three contracts, three SLAs.
  • Each vendor's monitoring tool, each with its own dashboard.
  • Critical incident. Three vendors finger-pointing. Resolution starts on day two.
  • Renewals stagger across the year. No clean negotiation moment.
  • After-hours support depends on which vendor caught the alert first.
AFTER. ONE INTELLIGENT AGREEMENT.

Your Microsoft support estate on one contract.

  • One Microsoft Customer Agreement covers Sentinel, Defender, Copilot for Service, Intune and Braintree managed services.
  • One monitoring pane. Sentinel correlates signals from every Microsoft workload and connected non-Microsoft source.
  • One escalation path. Braintree owns the ticket end-to-end with Microsoft-direct fall-back.
  • One renewal cycle. One negotiation. Predictable spend.
  • 24/7 cover is one decision. Same Braintree team. Same Microsoft-direct escalation lane.
0 %

Case-deflection rate Microsoft Copilot for Service published benchmark across
customer service workflows.

5TH YR

Leader, Gartner Magic Quadrant for IT Service Management Platforms Microsoft named. Fifth consecutive year. Independent analyst evaluation.

200%+

Total Economic Impact on Microsoft managed services Forrester commissioned, March 2026, three-year horizon.

  • vs the alternative

Multi-vendor IT support, one Microsoft + Braintree, and the practical winner.

Dimension
Multi-vendor IT support
One Microsoft + Braintree
Practical winner
Single escalation path
Escalate to whichever vendor owns the failing service. Pre-resolution finger-pointing.
One escalation path. Braintree owns the ticket end-to-end with Microsoft-direct fall-back.
Braintree
Microsoft-direct support tier
Standard partner support tier with Microsoft. Public queue.
Microsoft Managed Partner direct escalation lane. SA-resident engineers.
Braintree
Proactive monitoring
Each vendor's own monitoring tool. Manual correlation across dashboards.
Sentinel correlates signals across the estate. Defender + Intune feed in. One pane of glass.
Braintree
WedgeData residency for SA
Support data sits wherever the vendor's help desk runs. Often US or EU.
Customer support data on Microsoft Azure South Africa. POPIA-aligned.
Braintree
Vendor flexibility
Swap any vendor at renewal. Easy to pivot if priorities change.
Locked into Microsoft + Braintree for the term of the agreement.
Multi-vendor
Total cost of support
N help-desk contracts + N monitoring subscriptions + escalation premiums.
One Microsoft Customer Agreement covers Braintree managed services + Microsoft support tier + monitoring.
Braintree
5 to 1 in Braintree’s favour. Multi-vendor wins on flexibility. Honest.
  • Talk to a support specialist

Three specialists. One direct line. Plus the 8-minute benchmark check.

The bench you’ll work with

Three support specialists. Matched to your scoping call.

Screenshot 2026 06 01 at 13.52.48 | Braintree

01 Service Practice Lead

Microsoft Certified. Service Adoption Specialist.

02 SLA Architect and Managed Services Engineer

Microsoft Certified. Modern Desktop Administrator Associate.

03 Commercial Lead, One Intelligent Agreement

Microsoft Customer Agreement. CSP.

We match you to the right specialist when you book the scoping call. Names land in your calendar invite, not on a page you scrolled past.
Match me to a specialist →
  • Free, 8 minutes

How does your support estate compare to the SA enterprise median?

8 questions. We map your estate against benchmarks from 220+ SA clients. You get a tier. Above median, At median, Below median fixable in 90 days, Below median fixable in 12 months. Plus the actions to close the gap.
Run the support benchmark check
  • Book the scoping call.

Three steps. Five-day SLA. No sales pitch.

01

Share your environment

Tell us what you run today. Help desk vendor footprint, monitoring tools, current SLAs, cover hours and escalation paths. Five to ten minutes on your side.

02

5-day scoped response (SLA)

Braintree returns scoped managed-services findings, the consolidation plan and the AI Value Framework opportunity map. Inside five business days.

03

30-minute findings call

Review scope with the architect. Pick the fork (co-managed or fully outsourced). Discuss the Microsoft-direct escalation lane and the South African data residency answer. No sales pitch.
Book the 30-minute scoping call
  • Common questions, honestly answered.

What CIOs ask before they book.

Eight questions we answer in every scoping call. Pre-empted here so you can scan first.
What does Braintree's managed Microsoft support cover?
Tier-1 help desk through tier-3 specialist engineering, all on the Microsoft estate. Endpoint management (Intune). Identity management (Entra ID). Productivity workloads (Microsoft 365). Cloud workloads (Azure). Data and analytics workloads (Fabric). Customer engagement workloads (Dynamics 365). Plus proactive monitoring (Sentinel + Defender for Endpoint). Plus the Microsoft-direct escalation lane for tier-3 product issues. One ticket goes in, one resolution comes out. No vendor finger-pointing.
Standard SLA. 15 minutes to acknowledge a critical-severity ticket. 1 hour to acknowledge a high-severity ticket. 4 hours for medium. 1 business day for low. Resolution targets vary by severity and root cause. 24/7 cover is available as a separate tier. The SLA document is part of the Microsoft Customer Agreement, not a separate contract. Co-managed engagements share SLA responsibility with your in-house team along agreed boundaries.
No. Braintree managed support attaches to your existing Microsoft estate via the Microsoft Customer Agreement. We get read-only operational access on day one. Read-write access negotiated per service. No infrastructure changes required. We can start co-managed engagement inside two weeks. Fully outsourced engagement requires 4 to 6 weeks for transition planning, knowledge transfer and tooling reconciliation. Your data stays in Microsoft Azure South Africa.
The hard number. Sentinel + Defender deployed proactively catches roughly 60 to 70 percent of critical incidents before they hit the user. The Forrester Total Economic Impact on Microsoft managed services models 200 percent ROI across a three-year horizon for SMB-mid customers. The softer number. The CIO stops getting paged at 2am. The seller stops blaming the help desk. Repeat customer-affecting incidents drop quarter on quarter as the runbooks compound.
Three tiers. Tier 1. On-call SA engineer available 24/7 if you have the cover tier. Tier 2. Microsoft Engineering escalation lane via Braintree’s Managed Partner status. Microsoft has 24/7 follow-the-sun coverage globally. Tier 3. Joint runbook with your in-house team if co-managed. After-hours escalations from a customer-impacting incident always trigger a same-day post-mortem and a 24-hour preventative-action report. No hand-wave responses.
Three jobs. Pre-summarises every inbound ticket. The engineer reads a 40-word summary, not the user’s three-paragraph email. KB-anchored answers. Suggests resolutions from your documented knowledge base, not from public web. Ticket co-pilot. Drafts the response, the engineer reviews and ships. Microsoft published case-deflection benchmarks for Copilot for Service across customer service workflows. We model your environment, not Microsoft’s. Braintree doesn’t deploy AI agents by default. We deploy them where the ROI is proven.
On Microsoft Azure South Africa North in Joburg or Microsoft Azure South Africa West in Cape Town. POPIA-aligned by default. Sentinel logs, Defender telemetry, Copilot for Service KB content, your ticket history. All resident. Braintree engineers access from SA-resident workstations under POPIA-compliant access controls. The Information Regulator’s 2026/27 priorities shifted from reactive complaints to proactive industry sweeps. Microsoft Managed Partner accreditation includes annual POPIA audit. A global help-desk vendor cannot honestly say your data stays in SA. Braintree can.
Three answers. Credentials. Braintree is one of three Microsoft Managed Partners in South Africa. 220+ SA clients. 100+ Microsoft-certified professionals. 10+ years on the Microsoft estate. Coverage. SA-resident engineers, Microsoft-direct escalation, optional 24/7 cover, POPIA-aligned data residency. Method. The AI Value Framework gates every agent deployment against ROI. Most managed-services partners sell the support contract. Braintree sells the case for each agent. Braintree doesn’t deploy AI agents by default. We deploy them where the ROI is proven.
  • From the Braintree practice.

Insights for CIOs and IT Directors evaluating Braintree managed Microsoft support.

Strategy

Co-managed versus fully outsourced. The honest TCO scorecard for SA support.

When does your in-house IT cost less than a fully managed function. When does it cost more. The TCO scorecard SA mid-market and enterprise CIOs need before they sign or renew.
  • Article in production

Monitoring

Sentinel-led proactive monitoring versus reactive break-fix. The 90-day case for Microsoft-led SOC.

Two cohorts compared. One on reactive break-fix. One on Sentinel-led proactive monitoring. Critical-incident frequency, mean-time-to-resolve and customer-affecting downtime measured across 90 days. The numbers.
  • Article in production

Methodology

Microsoft Copilot for Service. The case-deflection benchmarks SA mid-market should actually expect.

Microsoft published global Copilot for Service benchmarks. SA mid-market deployment patterns differ. The honest deflection-rate range SA buyers should plan against. Plus the three runbook investments that move the needle.
  • Article in production
  • Solutions adjacent to Support and Managed Services.

Where managed support meets the rest of your business.

One Braintree agreement. One team. Full Microsoft coverage.

CRM and Customer Engagement

Dynamics 365 Customer Service feeds into your support workflows. Cases routed to Copilot for Service. The unified customer record CRM agents act on is the same record support engineers see when a customer tickets in.

Explore →

Security

Sentinel and Defender are the security spine that feeds proactive support detection. SOC operations and managed support share telemetry, runbooks and Microsoft-direct escalation lanes. Same SA-resident engineers across both practices.

Explore →

Devices and Hardware

Intune manages the fleet of devices that support operates on. Patch policy, compliance, app deployment, remote wipe. The device estate is the surface the support function defends. One unified management plane.

Explore →
  • SLAs you can prove. Tickets that close.

Get your CIO sleeping through the night. No 2am escalations.

30-min scoping call. We assess your support estate, map the unification plays that pay back, and tell you whether Braintree managed services is the right move. No pitch deck.
Scope your managed support
Run the support benchmark check