One escalation path for your entire Microsoft estate. Microsoft-direct support. SA-grounded engineers. 24/7 if you need it.
Defender
Copilot for Service
Intune
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.
Cloud-native SIEM. Threat correlation across endpoints, identity, network and cloud workloads. Real-time alerting.
Threat detection and response on every fleet device. EDR with automated investigation.
AI agent for support engineers. Case pre-summary, KB-anchored answers, ticket co-pilot inside the agent record.
Unified endpoint management. Policy push, compliance, app deployment across Windows, macOS, iOS and Android.
Custom runbooks and managed-service playbooks where Microsoft does not ship a named agent. Same governance.
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.
Threats and signals on every fleet device. EDR with automated investigation. The first line of detection on the endpoint surface.
Cloud-native SIEM. Correlates signals across endpoints, identity, network and cloud workloads. Real-time alerting on cross-source patterns.
Pre-summarises the inbound ticket. The engineer reads a 40-word summary, not the user\u2019s three-paragraph email. Severity match against your SLA.
Cases routed by intent. The engineer sees the customer history, the open tickets and the service entitlement in one view.
Drafts the response from your documented knowledge base. The engineer reviews and ships.
Tier-3 product issues escalate directly into Microsoft Engineering via Braintree\u2019s Managed Partner lane. Not a public queue.
Captured against the service entitlement. Service-window adherence on the dashboard.
Close the loop. The customer sees an audit trail, not a "trust us, it\u2019s fixed" status update.
Trended quarter on quarter. The numbers feed the runbook updates that compound.
The agents flag the case categories worth runbook investment. The data tells you where to deploy next.
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.
Four stages. Business case first. The full TCO modelled. Deployed only where the case proves out.
Map your current support estate, escalation paths, SLAs, monitoring tools and gap analysis where unification carries the strongest TCO case.
Full TCO and payback model on managed services vs status quo. Presented to management. Sign-off before any operational change.
Management sign-off gateMicrosoft Sentinel, Defender, Copilot for Service and Intune deployed only where the business case warrants them.
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 TCO case is proven.
Different starting points need different scoping work. Read the column that applies.
Best fit. Enterprises with established IT teams that need Microsoft-specialist depth without replacing in-house operations.
Best fit. SMBs without dedicated IT, or enterprises consolidating from multiple vendors onto one managed estate.
How the commercial model changes when your support, monitoring, Microsoft 365 and Azure run on one Microsoft agreement.
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.
One Microsoft plus BraintreeWe 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.
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.
Help desk vendor footprint, monitoring tools, current SLAs, cover hours and escalation paths. Five to ten minutes on your side.
Braintree returns scoped managed-services findings, the consolidation plan and the AI Value Framework opportunity map. Inside five business days.
Co-managed or fully outsourced. Discuss the Microsoft-direct escalation lane and the South African data residency answer. No sales pitch.
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 plus 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.
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 plus 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 returns 200 percent 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 TCO case 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 nine 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 the TCO case. 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 TCO case is proven.
Intune manages the fleet of devices that support operates on. Patch policy, compliance, app deployment, remote wipe. One unified management plane.
Visit Modern Workplace
One Braintree agreement. One team. The same Microsoft-direct escalation lane wraps your Azure workloads and your support estate.
Visit Azure CloudSentinel and Defender feed proactive support detection. SOC operations and managed support share telemetry, runbooks and escalation lanes.
Visit Security30-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.
