Approach
Microsoft 365 work goes wrong in predictable ways: unknown scope, undocumented process, and delivery nobody can account for afterwards. The method below exists to close those three gaps.
Principles
Nothing is quoted from a description alone. The environment is inventoried first — identity, content, customisations, permissions, integrations — because the difference between the documented state and the actual state is where budgets are lost.
What will exist at the end, how it will be verified, and on what commercial basis. Scope changes are agreed and priced rather than absorbed silently and rediscovered at invoicing.
Solutions ship as numbered, documented packages. PowerShell tooling and Power Platform solutions live in version control. What was delivered in a given period is a matter of record, not recollection.
Anything applied to more than a handful of sites is scripted, so it runs uniformly across every site, can be run again, and leaves an account of what changed and where.
Documentation and operational handover are part of the engagement, not a favour at the end of it. The measure is whether the client could run, extend or hand the solution to someone else without further help.
Ongoing support runs against an agreed service level with defined response expectations, and consumption is reported per period — so what was used is visible before an invoice arrives.
Commercial models
Which one fits depends on how well the end state can be defined at the outset. Rates and volumes are set per engagement in the proposal.
For support, advisory work and change that cannot be fully specified up front. Effort is reported per period against an agreed rate, with a ceiling set in the engagement.
For work with a definable end state — a migration with a known scope, an integration with a fixed completion date, a specific extension or add-in. Priced from the assessment, invoiced against agreed milestones.
A yearly agreement covering incident, functional and operational support, with foreseen volumes and defined response expectations. Additional project work is drawn down from an agreed pool and approved per request.
Engagements start with a conversation about the current situation, not a sales process.
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