Microsoft 365 support, billing and changes
Keep your licence subscription, optional support service and one-off projects separate when planning a change. They have different charges and cancellation arrangements.
1. Know which service you are paying for
Microsoft licence charges pay for the selected plan and term. Setup Essentials and Email Migration are one-off service projects. Monthly Support is an optional FernByte service at NZ$99 per month for one business with up to five named users and 60 minutes of remote support each month. Prices shown are final NZD service prices; licences are separate.
2. Understand the support allowance
Routine troubleshooting, account administration, investigation, remote sessions and supplier escalation share the monthly 60-minute allowance. Unused time does not roll over. Service hours are Monday–Friday, 9am–5pm New Zealand time, excluding NZ public holidays. Work is arranged in these hours without a guaranteed response or resolution SLA.
- Projects, migrations, incident response, backup management and on-site work need their own scope.
- Extra work is NZ$120/hour in 15-minute increments, only after approval.
- 24/7 monitoring and unlimited support are not part of this package.
3. Request changes through an authorised contact
Contact FernByte with your business, order/reference number, affected users and the change you need. We verify authority before sensitive account or licence changes. Report lost MFA access or suspected compromise promptly; incident response is separately assessed. Never email passwords or recovery codes.
4. End support separately from licences
Monthly Support is billed in advance from the agreed start date and rolls monthly. Give 30 days’ written notice to end future service periods. Microsoft’s annual licence commitment is separate: stopping support or turning off licence renewal does not cancel the current Microsoft term. Contact FernByte before reducing seats or making licence changes; the applicable supplier terms and statutory rights still apply.
5. Tell us if a service falls short
Contact info@fernbyte.co.nz with the agreed scope and the issue so we can investigate an appropriate remedy. The package limits and cancellation arrangements do not limit any rights or remedies that apply under New Zealand consumer law.
Common questions
Will support renew my licences automatically?
Licence renewal follows the separate licence order and its terms. The optional support package is not an authority to buy extra licences or change commitments without the required approval.
Does monthly support include Premium security management?
No. Business Premium licensing includes additional security/management tools, but designing policies, enrolling a fleet or monitoring security needs a separately agreed service scope.