PEXOR On Call · Microsoft 365
External Microsoft 365 on-call coverage for organisations with their own IT team
Keep your own Microsoft team. Outsource only the out-of-hours standby layer: evenings, nights, weekends and public holidays.
PEXOR handles pre-agreed critical Microsoft 365 incidents from initial triage and technical containment through controlled handover to your own team. Not full IT outsourcing; senior Microsoft expertise when an incident cannot wait until the next business day.
Scope · availability windows · response times · decision rights · runbooks agreed up front
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Your team stays in charge
PEXOR does not replace your Microsoft organisation; it takes over the agreed out-of-hours layer.
Critical-only
For incidents that, according to the agreed matrix, cannot wait until the next business day.
Runbook-first
Decision rights, actions and escalations are made explicit before go-live.
Microsoft-first
Not a broad NOC proposition, but specialist Microsoft 365 escalation.
The problem behind the on-call rota
Continuity without permanently putting your best Microsoft specialists on standby
Business-critical Microsoft 365 services cannot always wait outside business hours. An internal on-call rota solves that, but shifts the operational pressure to exactly the people who are already scarce and critical during the day. PEXOR On Call creates a specialist out-of-hours layer without taking over your existing IT organisation.
Deliberate boundaries
Not full outsourcing. Exactly the availability layer that is often missing.
PEXOR On Call is deliberately narrower than a classic managed-service proposition. Responsibility during the day stays with your own team, and outside business hours it is clear up front what PEXOR is and is not engaged for.
Not a service desk
No regular end-user questions, password resets or generic IT support outside business hours.
Not a SOC
PEXOR does not replace full 24/7 security monitoring or a managed detection and response service.
Not an MSP
Your Microsoft environment does not need to be brought fully under PEXOR's management.
Not a call centre
Critical escalations reach specialist Microsoft expertise, not a generic phone layer.
What it is: a specialist availability layer behind your existing IT organisation.
Positioning
Keep your Microsoft team. Outsource only the out-of-hours standby.
The relevant alternatives are your own on-call rota, a generic MSP or NOC, or a specialist Microsoft on-call service. PEXOR On Call makes most sense when you want to keep knowledge, control and user or customer context in-house, but do not want the structural standby burden to rest on the same people.
Alternative
Your own on-call rota
Strong when: Maximum context about your own environment and direct access to internal teams.
Trade-off: Places a structural out-of-hours burden on scarce specialists and remains dependent on a small group of people.
Alternative
Generic MSP / NOC
Strong when: Broadly deployable for monitoring, service desk and infrastructure across multiple technology domains.
Trade-off: Complex Microsoft 365 incidents often still end up with the internal Microsoft specialist or a third line.
Alternative
PEXOR On Call
Strong when: Keep your own IT team and outsource only the specialist out-of-hours Microsoft on-call layer.
Trade-off: Not intended as a generic service desk, SOC, call centre or full IT outsourcing.
Technical scope
Where a Microsoft incident genuinely requires technical context
The exact scope follows from the intake and your existing incident and escalation processes. The core is deliberately Microsoft-oriented so the on-call service does not dilute into a generic IT helpdesk.
Identity & access
Microsoft Entra ID, Conditional Access, account compromise and agreed identity escalations.
Security response
Microsoft Defender XDR and, where agreed, Sentinel signals requiring out-of-hours action.
Messaging & collaboration
Critical incidents affecting Exchange Online and the Microsoft 365 collaboration layer.
Endpoint management
Microsoft Intune and device-related escalations when continuity or security is affected.
Not included by default: hardware, on-premises network management, generic application support and non-Microsoft infrastructure. Extensions are only possible when explicitly included in the scope up front.
How On Call works
Make it predictable first. Then take over the standby arrangement.
The value is not just someone answering the phone. The service is set up as an operational product: with agreed scope, time windows, response times, decision rights and technical escalation limits.
01 Readiness & scope
We define which incident types fall under the out-of-hours service, which explicitly do not, and who has decision rights for what.
02 Access & runbooks
Required access, break-glass arrangements, contact lines and technical runbooks are set up and tested in advance.
03 On-call response
For an agreed critical incident, triage, initial technical response and containment follow within the agreed procedure and response time.
04 Handover & evaluation
Your team receives a concrete handover: what happened, what was done, which risks remain and which follow-up or evaluation is needed.
Onboarding & setup
Setting up PEXOR On Call operationally
Not an open-ended outsourcing programme. Before go-live we agree scope, access, decision rights, availability windows, response times, escalation criteria and handover so On Call connects to your existing organisation in a controlled way.
Scope, response times, availability windows and commercial terms are agreed up front.
For internal IT teams
Protect the people you need most during the day
On Call is intended for organisations with their own IT or Microsoft team and business-critical Microsoft 365 services. PEXOR becomes the first specialist backup for agreed incidents; your internal team remains owner of the environment and is only escalated to in a controlled way when genuinely necessary.
For MSPs
Sell 24/7 continuity without building a complete Microsoft night shift yourself
PEXOR can connect partner-to-partner as white-label or co-branded technical backup. The MSP keeps the customer relationship; client protection, visibility, escalation and handover are defined contractually and operationally up front.
FAQ
What the Microsoft 365 on-call service does and does not take over
Is PEXOR On Call a full 24/7 service desk?
No. PEXOR On Call is a specialist Microsoft 365 on-call service for pre-agreed critical incidents outside business hours. Regular end-user questions and generic IT support are not automatically in scope.
Which Microsoft technology is On Call intended for?
The core is Microsoft 365, Entra ID, Defender XDR, Exchange Online and Intune. Microsoft Sentinel or adjacent components can be included when explicitly agreed up front.
Can PEXOR deliver the service white-label for an MSP?
Yes. On Call can be set up partner-to-partner, including arrangements on client protection, visibility, escalation and handover to the MSP team.
Does PEXOR make changes directly in our tenant?
Only within pre-agreed decision rights and runbooks. Access, approvals, logging and break-glass procedures are set up before go-live.
Does On Call replace our internal Microsoft specialists?
No. You keep your own Microsoft team. PEXOR only takes over the agreed out-of-hours layer, so your internal team no longer has to provide the first technical response to every night-time or weekend incident.
How is the scope of PEXOR On Call determined?
Scope, availability, response times, escalation criteria and decision rights are agreed explicitly up front, based on the environment, risks and existing standby arrangement.
Want to relieve your on-call rota without outsourcing your Microsoft team?
Discuss your current standby arrangement, the incidents that genuinely cannot wait outside business hours and which responsibilities PEXOR could take over in a controlled way.
Discuss your on-call modelPEXOR On Call request
Explore a standby arrangement that fits your team
Tell us briefly how your current on-call rota is set up and which incidents genuinely cannot wait outside business hours. We will come back with a concrete proposal.
- 1Describe your current standby arrangement and environment.
- 2We assess scope, escalation paths and prerequisites.
- 3A substantive response within one business day.