Emergency support by technology
Each page below covers what to do in the first few minutes, the failure modes we rule out first, and how the engagement starts.
Emergency SharePoint Support
Emergency SharePoint support and incident response
Emergency Power BI Support
Emergency Power BI support and incident response
Emergency Exchange Support
Emergency Exchange Online support and incident response
Emergency Microsoft 365 Support
Emergency Microsoft 365 tenant support and incident response
More technologies are being added. If yours is not listed yet, call anyway — the intake is the same and the estate is the same.
What counts as an emergency
A production Microsoft system that is unavailable, degraded enough to stop work, or exposing data it should not. In practice: an outage, a tenant lockout, mail flow that has stopped, a refresh chain that failed before a reporting deadline, or a permissions or Copilot exposure found mid-rollout. If people cannot work or data is exposed, call.
How same-day engagement works
- You call or submit the form. 24×7 intake — it reaches a person at any hour, including weekends.
- A senior architect scopes the incident with you directly. Not an account manager, not a triage tier.
- Remote engagement can begin the same day. Onsite is scheduled when the problem is genuinely physical.
Who is actually on the call
EPC Group has been a Microsoft-only consultancy since 1997 — 11,000+ enterprise engagements, six Microsoft Solutions Partner designations, and 216+ M&A tenant migrations covering 1.83 million users. Senior architects only, US-based.
After the fire
Restoring service is the first job, not the whole job. You get a written root-cause summary and a short list of changes that would stop a repeat. Whether we implement those is your call — or make it somebody’s standing job with managed Microsoft services.
Frequently asked questions
What counts as a Microsoft emergency?
Anything where a production Microsoft system is unavailable, degraded enough to stop work, or exposing data it should not. In practice that means an outage, a lockout, mail flow that has stopped, a refresh chain that has failed before a reporting deadline, or a permissions or Copilot exposure discovered mid-rollout. If people cannot work or data is exposed, treat it as an emergency and call.
Is same-day response real, or is that marketing?
It is real and it is deliberately worded precisely: we operate 24×7 intake and same-day response. That means your call or form submission reaches a person at any hour, and a senior architect engages the same day. We do not publish a callback-minutes number, because a number nobody can guarantee at 3am is worse than no number at all.
Who actually responds?
A senior architect, directly. There is no account-manager layer, no offshore first line, and no junior tier learning on your outage. The person asking the diagnostic questions is the person who will work the problem.
Will you help with an environment another firm built?
Yes, and that is most emergency work. We do not require that we built it, we do not require you to switch providers afterwards, and we will tell you plainly if the fastest fix is something your existing partner should do. The first hour is about restoring service, not about scope.
What should I have ready when I call?
Global Administrator or equivalent access, the approximate time the problem started, what changed in the previous 48 hours, the exact error text or a screenshot, and the number of users affected. That last change is the single most useful fact — most incidents trace to a change, not to a spontaneous failure.
Is this remote or onsite?
Remote by default, because remote starts immediately and almost every Microsoft cloud incident is resolved that way. Onsite is scheduled when the problem is genuinely physical — on-premises hardware, network equipment, or a site that cannot grant remote access.
What does emergency support cost?
We scope each incident at intake rather than publishing an emergency rate. Cost depends on severity, how much of the estate is affected, whether after-hours work is needed, and how long remediation runs. You get a scope and a number before work starts — nobody signs a blank cheque during an outage.
What happens once the incident is resolved?
You get a written root-cause summary and a short list of the hardening changes that would prevent a repeat. Whether we implement those is your call; many clients take the list and do it in house. If you would rather it be somebody’s standing job, that is what managed services is for.
Something down right now?
(888) 381-972524×7 intake · same-day response · or submit an emergency request.
Related
All services · Managed Microsoft services · SharePoint consulting · Power BI consulting · Microsoft 365 consulting