Support that flexes with your business.

Prepaid hours or consulting billed as used.

Prepaid hours — Flex Hours Bank

Prepay for consulting hours available across six months, with a separate monthly service-management fee. Choose Flex 100, Flex 200, or discuss a larger bank. Use hours for support and agreed improvement work. Track consumption and plan replenishment.

Consulting billed as used — Monthly Management + Pay-As-Used Support

Pay a monthly service-management fee, then pay for actual consulting time as needs arise. No prepaid Flex hours bank. Agree consultant rates and investigation approval limits upfront. Confirm coverage and response targets before service begins.

Your support needs do not reset each month.

Some months bring incidents. Others bring a reporting change, release, or training need. Choose a Flex bank for prepaid capacity, or Pay-As-Used Support when you prefer consulting billed as needed.

With Flex, hours remain available throughout the six-month term. With Pay-As-Used Support, consulting is billed as work arises. Both arrangements include a separate monthly service-management fee for the agreed operating structure.

Hours available across six months

Use the bank as needs arise throughout the term.

One bank for support and improvement

Address incidents, small enhancements, training, and optimization.

Clear consumption reporting

See hours used, remaining balance, and upcoming demand.

Senior functional and technical expertise

Get the skills appropriate to the work.

Choose the bank that fits your priorities.

Within the Flex model, choose the bank size and coverage that fit your environment, backlog, and expected demand.

How you purchase: The hours bank is prepaid for the six-month term. Service management is billed separately each month and does not reduce the bank. Scope, coverage, and investment are confirmed before you commit.

Flex 100 — 100 hours / six months

For lighter support demand and targeted improvement work. Day-to-day functional and technical assistance; focused backlog cleanup and optimization; a practical entry point for ongoing support.

Flex 200 — 200 hours / six months

For more active support and broader improvement priorities. More capacity for recurring work; cross-functional support and release priorities; a larger optimization roadmap.

An established support relationship. Consulting billed when you use it.

For organizations with irregular demand that want service coordination and agreed coverage without prepaying a Flex hours bank.

Clear expectations: Incidents are billed for actual effort rather than a fixed resolution fee. Reserved capacity and specialist availability require confirmation in the service agreement.

The monthly relationship — Service management

Your monthly fee maintains intake, triage, resource coordination, consumption reporting, and service reviews. Coverage, response targets, and resource availability are agreed before service begins.

The work you need — Consulting billed as used

Actual investigation, resolution, testing, deployment, and client-specific coordination are billed at agreed consultant rates. Agree billing increments and investigation approval limits upfront. Larger enhancements and projects are separately scoped.

Keep the system running. Keep the business improving.

Apply either support model to day-to-day issues and agreed improvement work. Flex delivery draws from your bank; Pay-As-Used delivery is billed at agreed consultant rates.

Small enhancements may use the bank when estimated at 20 total hours or less, including requirements, delivery, testing, documentation, and deployment. Larger or related work above that threshold is separately scoped.

Production support

Break-fix troubleshooting and user assistance.

Configuration

Setup adjustments and process refinement.

Reports & integrations

Report modifications, integration troubleshooting, and ISV coordination.

Releases & testing

Testing, release, and deployment assistance.

Training & documentation

Client-specific training and usable work instructions.

Optimization

Backlog cleanup and small enhancements within the agreed threshold.

A quiet month can still create room for progress.

Imagine a distributor with an intermittent integration issue, a warehouse reporting request, and new-user training.

Illustrative scenario, not a client case study. Under Flex, delivery consumes bank hours; under Pay-As-Used, consulting time is billed as used. Work is assessed and scheduled within agreed scope and capacity.

Support — Investigate the exception

Use hours to diagnose the integration failure and coordinate with the relevant ISV.

Improve — Refine the report

Schedule a small report modification, validate the result, and document the change.

Enable — Help users work confidently

Apply remaining capacity to client-specific training and work instructions.

Choose the coverage your operation requires.

P1 means a critical business operation is blocked, no reasonable workaround exists, and the impact is immediate and material. Authorized contacts can declare P1; Magnetic validates severity during triage. Response targets are agreed in writing and do not guarantee resolution time. Published holiday schedules apply; planned weekend work is separately scheduled.

Monday–Friday — Day-to-day support

8:00 a.m.–5:00 p.m. in your designated time zone, Monday through Friday. All severities and planned work within the agreed service scope.

Seven-Day Critical — Weekend P1 protection

The same weekday coverage, plus 8:00 a.m.–5:00 p.m. Saturday and Sunday for P1 incidents. For material weekend operations, subject to confirmed primary and backup resources. Non-P1 weekend work resumes on weekdays.

Clear priorities. Visible hours. Regular review.

You should know what is being worked on, what it consumes, and when to review capacity.

Routine intake, triage, scheduling, consumption reporting, and the weekly service-management meeting are covered by the monthly fee.

Task-specific delivery meetings, research, Microsoft/ISV coordination, testing, and deployment management consume Flex hours or are billed as used. Flex usage is billed in 15-minute increments; Pay-As-Used increments are agreed upfront. Concentrated work requires advance planning.

Request and triage

Capture the issue or improvement, business impact, and priority.

Assign and deliver

Coordinate the appropriate senior resource and track the work.

Report and review

Review status, hours used, remaining balance, and upcoming demand.

Plan replenishment

Receive low-balance notifications and approve the next commitment.

Understand the transition before you make the switch.

You do not need to end your current support relationship before understanding what a move to Magnetic would require.

We use streamlined onboarding or a full Managed Services Transition Assessment, based on your environment’s risk and complexity.

The full assessment evaluates support history, access, ownership, integrations, documentation, backlog, and coverage requirements.

Typical assessment duration: BC 7–10 business days; F&O 10–15. Assessment findings may require conditions or deferral. Transition execution and inherited backlog remediation are separately scoped.

Scorecard

Transition-readiness scorecard.

Findings

Risk, dependency, and asset-ownership findings.

Knowledge transfer

Knowledge-transfer priorities.

30 days

30-day transition plan.

90 days

90-day stabilization roadmap.

Recommendation

Service-model and proceed/defer recommendation.

Senior people. Practical delivery. Founder accountability.

A deliberately focused consulting firm with experienced Microsoft professionals who connect platform support to business priorities.

Hands-on expertise

Senior functional and technical consultants do the work.

Business-first choices

Configure before customize, and prioritize the work that matters.

Accountability stays close

Visible consumption, a service cadence, and practical escalation.

Start with the support model you actually need.

Tell us your platform, current support challenges, and operating priorities. We’ll help determine whether a Flex bank or usage-based support fits, along with the right coverage and onboarding path.

Frequently asked questions