Standard Operating Procedure (SOP): Project Delivery for M365 Backup & Compliance Services

Effective Date: [DATE]
Prepared By: [REPRESENTATIVE_NAME], [REPRESENTATIVE_TITLE]
Approved By: [REPRESENTATIVE_NAME], [REPRESENTATIVE_TITLE]

Purpose

This SOP outlines the standardized process for delivering M365 Backup & Compliance projects at [COMPANY_NAME]. It ensures consistent quality, efficient resource utilization, and client satisfaction while adhering to industry best practices and compliance requirements.

Scope

This SOP applies to all project delivery activities for M365 Backup & Compliance services, including but not limited to:
- Initial project scoping and planning.
- Deployment of backup solutions (e.g., Veeam Backup for Microsoft 365, AvePoint, or Barracuda).
- Compliance configuration (e.g., retention policies, eDiscovery, audit logs).
- Ongoing client communication and reporting.
- Final project handoff and closure.

Definitions

• M365: Microsoft 365, a suite of cloud-based productivity tools.
• Backup Solution: Third-party tools used to create and manage backups for M365 data.
• Compliance Configuration: Settings and policies ensuring adherence to regulatory requirements (e.g., GDPR, HIPAA).
• Project Manager (PM): The individual responsible for overseeing project delivery.
• Client Stakeholder: The primary point of contact on the client side.

Responsibilities

Procedures

1. Project Initiation and Scoping

1. Kickoff Meeting: Schedule a kickoff meeting with the client within 3 business days of contract signing.
   - Attendees: PM, Technical Lead, Client Stakeholder(s).
   - Agenda: Review project scope, timelines, deliverables, and client-specific requirements.
2. Requirements Gathering:
   - Identify M365 workloads to be backed up (e.g., Exchange Online, SharePoint, OneDrive, Teams).
   - Confirm compliance requirements (e.g., data retention periods, legal hold policies).
   - Document client-specific SLAs (e.g., RPO/RTO targets).
3. Scope Document:
   - Deliver a finalized Project Scope Document to the client for approval within 2 business days of the kickoff meeting.

Tools Used: Microsoft Teams, Microsoft Planner, or Asana for task tracking.

2. Resource Allocation

1. Assign a dedicated Technical Lead and Quality Analyst to the project.
2. Allocate required software licenses (e.g., Veeam, AvePoint) and ensure access to client M365 tenant.
3. Confirm availability of internal resources and schedule weekly internal check-ins.

Typical Timeline: Resource allocation to be completed within 2 business days of scope approval.

3. Milestone Planning

1. Develop a detailed project plan with the following milestones:
   - Milestone 1: Initial backup configuration (e.g., Exchange Online setup).
   - Milestone 2: Compliance policy implementation (e.g., retention tags, audit logs).
   - Milestone 3: Full backup validation and test restore.
   - Milestone 4: Client training and handoff.
2. Share the project plan with the client for review and approval.

Tools Used: Microsoft Project or Smartsheet for Gantt chart creation.

4. Client Communication Protocols

1. Weekly Status Updates: Send a status email every Friday summarizing:
   - Completed tasks.
   - Upcoming tasks.
   - Risks or blockers.
2. Escalation Path:
   - Level 1: Project Manager.
   - Level 2: Client Success Manager.
   - Level 3: [COMPANY_NAME] Executive Sponsor.
3. Meeting Cadence:
   - Weekly progress calls with the client.
   - Ad hoc meetings for critical issues (scheduled within 24 hours of request).

5. Quality Assurance Checkpoints

1. Checkpoint 1: Post-initial configuration. Verify that all selected M365 workloads are included in the backup scope.
2. Checkpoint 2: Compliance settings validation. Ensure retention policies and audit logs meet documented requirements.
3. Checkpoint 3: Test restore. Perform a test restore of critical data to confirm backup integrity.
4. Checkpoint 4: Final review. Conduct a comprehensive review of all deliverables before client handoff.

Metrics:
- Backup success rate: ≥ 99%.
- Compliance policy accuracy: 100%.

6. Change Request Procedures

1. Submission: Client submits a Change Request Form via [EMAIL].
2. Evaluation: PM evaluates the impact on scope, timeline, and cost within 2 business days.
3. Approval: Obtain written approval from the client before implementing changes.
4. Implementation: Update project plan and communicate changes to all stakeholders.

7. Deliverable Acceptance Criteria

1. Backup Configuration:
   - All agreed-upon M365 workloads are backed up.
   - Test restores are successful.
2. Compliance Settings:
   - Retention policies are applied and verified.
   - Audit logs are active and accessible.
3. Documentation:
   - Provide a final report summarizing configurations, test results, and compliance settings.

Client Sign-Off: Deliverables must be signed off by the Client Stakeholder before project closure.

8. Project Closure and Retrospective

1. Final Handoff:
   - Conduct a training session for the client’s IT team.
   - Deliver all project documentation, including admin guides and compliance reports.
2. Retrospective Meeting:
   - Schedule a retrospective meeting with the internal team within 5 business days of project completion.
   - Discuss lessons learned and areas for improvement.
3. Client Feedback:
   - Send a feedback survey to the client to assess satisfaction and gather improvement suggestions.

9. Documentation Requirements

1. Project Scope Document: Signed by the client at the start of the project.
2. Weekly Status Reports: Shared with the client throughout the project.
3. Final Report: Includes backup configurations, compliance settings, test results, and training materials.
4. Change Log: Tracks all approved change requests.

Metrics and Review Cadence

Escalation Path

1. Level 1: Project Manager ([EMAIL], [PHONE]).
2. Level 2: Client Success Manager ([EMAIL], [PHONE]).
3. Level 3: [COMPANY_NAME] Executive Sponsor ([EMAIL], [PHONE]).

Review Schedule

This SOP will be reviewed quarterly by the Operations Team to ensure alignment with industry standards and client needs.

Next Review Date: [DATE]

Prepared By: [REPRESENTATIVE_NAME]
Approved By: [REPRESENTATIVE_NAME]