What a request looks like
You write from a work address we have on the account, you name the tenant domain, and you say what the person needs. Add a user. Remove a user who left, including the mailbox and the sign-in, so a former employee does not keep access. Convert a departing person's mailbox to a shared mailbox when you want to keep the mail without a paid seat. Reset multi-factor authentication when someone replaced a phone. Create a shared mailbox or a list. Add or remove a license on the monthly or annual term the tenant already has. Read a non-delivery report with you. Explain an admin-center message you do not want to click blindly.
We are not a phone queue, and we do not advertise a response measured in minutes. A typical reply is one business day. That matches the work: administration that piles up when nobody on staff holds the global admin role full time, and break-fix on mail, Teams, SharePoint, and sign-in.
What we will tell you we do not cover
We do not remote-control desks as a general IT department, and we do not run your internet, your printers, or line-of-business software that is not Microsoft 365, Dynamics 365, or an Azure subscription we manage. If the problem is the Microsoft tenant, send it. If the problem is a laptop that will not start, say so in the form and we will tell you we are the wrong desk. After-hours emergencies are not a staffed service.
If mail is down for the whole domain because of a Microsoft incident, we will say that and point at the service health message. We cannot make Microsoft faster. If the domain's DNS was changed somewhere else, we will help you see that, and we will not change DNS records until you approve the change.
Support next to licensing
The desk is simpler when we are also the CSP, because a license change and a user change are the same email. If another partner bills the tenant, we can often still help with administration once a global admin invites us, but we cannot change a subscription we do not hold. New tenants we set up get more than one global admin, multi-factor authentication, and a short note of which shared mailboxes exist. That baseline is what support then maintains.
Nonprofit clients get the offer check at renewal so a donated or discounted seat is not replaced with a commercial one by accident. None of that is a price promise. If a change will cost money, we say so before we assign the seat. Migrations, a new Azure server, Teams Phone, or Copilot are projects with a scope, not a single support reply. Send them in the same form. We would rather say that in the first answer than treat a migration as a password reset.
Questions we answer before a quote
Is there a phone number?
No. Support is email at support@true.org. A typical reply is one business day for organizations in the United States and Canada.
Can you remove someone who left today?
Yes. Send the tenant domain and the person's name. We block the sign-in and, with you, either keep the mail as a shared mailbox or close it. If keeping it changes the license, we confirm first.
Do we have to buy licenses from you to get support?
Administration is possible when a global admin invites us, even if another partner bills the tenant. We cannot change seat counts on a subscription we do not hold. Licensing and support together is the cleaner arrangement.
Will you fix a PC that will not boot?
No. The desk is the Microsoft tenant: Microsoft 365, Dynamics 365, and Azure we already manage. Say if the problem is a device and we will tell you it is outside this support.