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  • Support & Managed Services · Proactive Microsoft managed support

Microsoft-direct support. Not a queue.

One escalation path for your entire Microsoft estate. Microsoft-direct support. SA-grounded engineers. 24/7 if you need it.
Book the scoping call
Run the support benchmark check

Runs on

Microsoft Sentinel
Windows Defender logo Defender
Copilot for Service
Intune

Critical · acknowledged

Inside the 15-minute SLA. On the dashboard.

Tier-3 → Microsoft Engineering

Managed Partner direct lane. Not a public queue.

Resolved · audit trail attached

Service-window adherence, proven.

Critical-severity acknowledge SLA
0 min
Microsoft Managed Partners in South Africa
0 of 9
South African businesses grown
1 +
Microsoft-certified professionals
1 +
  • The wedge no managed services partner can match

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

Braintree is one of nine 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. One escalation lane means a faster mean-time-to-resolve on Tier-3 product issues.
  • The platform you land on

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.

One pane of glass across the estate

60 to 70% of critical incidents caught early

SA-resident telemetry, POPIA-aligned

Windows Defender logo

Microsoft Defender for Endpoint

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

Microsoft Copilot for Service

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

Microsoft Intune

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

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.

From threat detection to closure SLA to continuous improvement, the Microsoft support stack is organised by lifecycle stage. We deploy agents where the TCO case is proven. Not by default.
01 · Detect
Before the user feels it
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.
02 · Triage
Severity, matched
Copilot for Service
Pre-summarises the inbound ticket. The engineer reads a 40-word summary, not the user\u2019s three-paragraph email. Severity match against your SLA.
The unified record
Cases routed by intent. The engineer sees the customer history, the open tickets and the service entitlement in one view.
03 · Resolve
One lane, not a queue
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\u2019s Managed Partner lane. Not a public queue.
04 · Prove
Audit trail, not trust-us
Proof of resolution
Captured against the service entitlement. Service-window adherence on the dashboard.
Workload health signals
Close the loop. The customer sees an audit trail, not a “trust us, it\u2019s fixed” status update.
05 · Improve
Runbooks that compound
Mean-time-to-resolve
Trended quarter on quarter. The numbers feed the runbook updates that compound.
Where to deploy next
The agents flag the case categories worth runbook investment. The data tells you where to deploy next.

Custom runbooks. 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.

Built by Braintree

  • How we deploy. The AI Value Framework.

Discover, Evaluate, Deploy, Build.

Four stages. Business case first. The full TCO modelled. Deployed only where the case proves out.
01

Discover

Map your current support estate, escalation paths, SLAs, monitoring tools and gap analysis where unification carries the strongest TCO case.

02

Evaluate

Full TCO and payback model on managed services vs status quo. Presented to management. Sign-off before any operational change.

$ Management sign-off gate

03

Deploy

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

04

Build

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

  • The AI Value Framework is the gate

Braintree doesn't deploy AI agents by default. We deploy them where the TCO case 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.

Co-managed support

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

Fully outsourced

Best fit. SMBs without dedicated IT, or enterprises consolidating from multiple vendors onto one managed estate.
  • Braintree owns L1 through L3 plus Microsoft-direct escalation.
  • You retain the IT strategy seat. We run the operations.
  • Typical engagement. 12-month minimum. Quarterly business review. Sole accountability for the support estate.
  • Transition in 4 to 6 weeks. Scope a fully outsourced engagement.
  • One agreement. The commercial case.

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.
A vendor per workload.

Before. Three contracts, three SLAs.

  • Help desk vendor A. Endpoint management vendor B. SIEM vendor C. Three contracts, three SLAs
  • Critical incident. Three vendors finger-pointing. Resolution starts on day two
  • Renewals stagger across the year. After-hours support depends on which vendor caught the alert first
One ticket, one resolution.

After. One Intelligent Agreement.

  • One Microsoft Customer Agreement covers Sentinel, Defender, Copilot for Service, Intune and Braintree managed services
  • One monitoring pane. One escalation path. Braintree owns the ticket end-to-end with Microsoft-direct fall-back
  • One renewal cycle. Predictable spend. 24/7 cover is one decision, same Braintree team
sup floor | Braintree
The floor behind the SLA. Sentinel correlating, engineers resolving, the lane to Microsoft open.
  • Proof, not promises

200%

Forrester Total Economic Impact on Microsoft managed services, over three years. Commissioned, March 2026.
Sentinel and Defender deployed proactively catch roughly 60 to 70 percent of critical incidents before they hit the user. Microsoft Copilot for Service carries a published case-deflection benchmark across customer service workflows, and Microsoft is a Leader in the Gartner Magic Quadrant for IT Service Management Platforms, fifth consecutive year. Behind the numbers: 220+ SA businesses, 100+ Microsoft-certified professionals, one Microsoft-direct escalation lane.

60 to 70% caught early

Critical incidents stopped before they reach the user, on proactive Sentinel plus Defender.

Gartner ITSM MQ Leader

Microsoft, five consecutive years. Independent analyst evaluation.

  • The honest comparison

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

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

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

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.

SP

Support Practice
Lead

Service adoption & managed support

Microsoft Certified ·
Service Adoption Specialist

SL

SLA Architect & Managed Services Engineer

SLA design, monitoring & endpoints

Microsoft Certified · Modern Desktop Administrator Associate

CL

Commercial Lead, One Intelligent Agreement

Microsoft Customer Agreement & CSP

Microsoft Customer Agreement ·
CSP
  • 8-minute benchmark check

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

8 questions, mapped 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 benchmark
  • How it works

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

01

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

Get the findings

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

03

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
  • FAQ

What CIOs ask before they book.

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 practice

Insights for CIOs and IT Directors evaluating managed Microsoft support.

sup ins1 | Braintree

TCO

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.
  • In production
sup ins2 | Braintree

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

Monitoring

Two cohorts compared. Critical-incident frequency, mean-time-to-resolve and customer-affecting downtime measured across 90 days.
  • In production
sup ins3 | Braintree

Copilot

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

Microsoft published global benchmarks. SA mid-market deployment patterns differ. The honest deflection-rate range to plan against.
  • In production
  • Where this connects

Solutions adjacent to Support and Managed Services.

Microsoft 365 logo (2022)

Modern Workplace

The productivity estate support runs on. Intune manages the fleet of devices that support operates on. Patch policy, compliance, app deployment, remote wipe. One unified management plane.

Visit Modern Workplace

Azure Cloud

The cloud workloads under support. One Braintree agreement. One team. The same Microsoft-direct escalation lane wraps your Azure workloads and your support estate.

Visit Azure Cloud

The security spine that feeds detection.

The room and the handset. Sentinel and Defender feed proactive support detection. SOC operations and managed support share telemetry, runbooks and escalation lanes.

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

Let's grow.

30-minute 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.
Book the scoping call
Run the support benchmark check
Specialists in Business Applications, Modern Workplace and Azure.