Support and service commitments

If an MSP manages your organization, open Support in your customer portal. Your current MSP owns those service requests and its agreed support arrangement. Your MSP's Requests workspace records assignments, replies and acknowledgements. A billing role or responsibility for a request does not by itself grant access to your organization's operations.

If you do not have an MSP, use Support in your customer portal or email support@tenantvigil.com. You can also find the support route on our Contact page. Send the affected service, time and request or incident reference; never send a password, provider key or access token.

For export, deletion and privacy questions, email privacy@tenantvigil.com. For your agreement or DPA, use privacy@tenantvigil.com or legal@tenantvigil.com. Ask through your normal support route about a plan or commercial change before accepting new terms.

Confirm the customer's Microsoft directory, authorized owner, current MSP and team access before connecting. Review the Microsoft permissions and licences required for the checks you need. Only checks the product could read establish evidence; unread, unsupported and old results remain limits on what the assessment can tell you.

Your Incidents and Settings pages show the alert coverage your MSP states: staffed days, hours and time zone, any on-call role and any external MDR provider. Unstated coverage stays unstated. An on-call contact or MDR name does not add staffed hours. Only staffed coverage for every hour of every day is described as 24-hour coverage.

Agree the real contact method and out-of-hours handoff with your MSP. TenantVigil's support pages and automated clocks do not establish around-the-clock TenantVigil staffing or a guaranteed response or resolution time. Any contractual commitment must come from your applicable service agreement.

Reading an inbox alert is different from acknowledging an incident. For managed high-severity incident alerts, an authorized member explicitly acknowledges the alert; the first acknowledgement time and partner role are recorded. A pending alert escalates once to eligible current partner admins after one hour of the MSP's stated staffed calendar. Without staffed hours, there is no staffing deadline to calculate.

Support reply clocks default to eight hours and can follow the partner's configured working calendar and target. They show workload targets and overdue warnings, not a TenantVigil contractual SLA or proof that someone is watching. Resolution escalation and its acknowledgement are separate records. Resolving a request does not prove a later assessment verified the underlying issue.

For an incident, ask the responsible team for a confirmed impact statement, an incident reference, the owner of the next action and the next update time. An in-product escalation does not prove an external MDR, Microsoft or a PSA received or acted on it.

TenantVigil staff need their own current support access to your organization before reading its customer content. Each access has a reason, an explicit scope and an expiry of at most four hours. Views and downloads are audited before content is released. Your organization's owners and admins can see support access in Activity.

During this access, founder administration may also approve, suspend or move the organization and perform the specific platform account, activation, licence or people administration the product permits. Those changes are recorded with the access. Support access does not permit arbitrary customer-content changes, permanent deletion or job cancellation. Disconnecting Microsoft 365 or banning the organization ends access to its content.

Billing administration exposes commercial amounts, counts and identifiers; it gives no implicit access to customer operations, support conversations, model prompts, outputs or tool payloads. Agent workspaces, bring-your-own-model (BYOM) and model billing are not currently offered, so there are no customer BYOM provider keys for staff to administer.

Your organization's owner can disconnect Microsoft 365 in Settings. TenantVigil stops admitting new Microsoft work and removes its stored Microsoft token material. A scan already running may finish within its 300-second runtime. Past scans, findings, settings, reports and support history remain available under the existing customer access rules. Disconnecting is different from deleting your account.

To remove Microsoft's permission as well, your Microsoft administrator must delete the TenantVigil enterprise application in Microsoft Entra, and the separate TenantVigil SharePoint application if you connected one. A local disconnect does not erase copies already sent to a mailbox, report recipient or integration receiver.

Microsoft call logs are kept for 180 days and removed by a bounded nightly cleanup; a backlog can take later runs to finish. Read partner inbox alerts older than 90 days and finished partner webhook deliveries older than 30 days are removed; unread alerts and pending deliveries remain. Other customer records do not have a universal automatic deletion deadline.

Request export or deletion through privacy@tenantvigil.com. Applicable agreements, legal or security obligations and financial records can require specific records to remain. Account deletion deliberately preserves detached audit and referral records; backups and processors have separate retention and deletion windows. The team must confirm what was removed, preserved or remains pending. A completed database deletion does not prove all remote copies disappeared.

Self-serve customers manage their own subscription in Billing. Managed customers ask their MSP about the plan it provides; partner admins use partner Billing. Existing subscription terms, inherited entitlements and grandfathered prices remain authoritative. Usage estimates and reconciliation do not change invoices, subscriptions or included limits.

Agent workspaces, BYOM and model billing are not currently offered, so no model provider bills your vendor consumption and no BYOM route can be substituted. Unknown vendor cost stays unknown, and an internal usage estimate is not a provider invoice or automatic customer charge. Commercial adjustments require an explicit recorded decision under the applicable billing process.

Assessment and automation limits depend on current permissions, licences, workload coverage and external service throttling. A preview or guided plan does not prove a Microsoft change occurred. Your authorized administrator owns any native steps. TenantVigil is not a substitute for incident response, legal advice or certification.

Local fixture measurements do not establish a production freshness, availability, response or recovery guarantee, or a larger supported fleet. Actual processing regions, provider terms and retention must be verified for the service you use before a residency or recovery commitment is made. Review the applicable Terms, Privacy Policy and DPA, and agree any additional commitment through the support and commercial routes above.