Request a Licence Health Check

Managed Service Terms and Conditions

Last updated: 28 October 2026

1. About these terms

These terms apply when Pasifik Cloud Solutions Pty Ltd (ABN 35 627 754 821, ACN 627 754 821) ("Pasifik Cloud", "we", "us") supplies Microsoft products and related services to your organisation through akap. They also apply when your organisation uses the Licence Health Check, even though it is free.

The akap Terms of Service also apply. If these terms conflict with the akap Terms of Service, these terms apply to the managed services. A signed agreement between you and us, and your quote for the order it covers, take priority over both.

2. What we provide

Depending on what you order, we provide:

  • Microsoft licences and subscriptions: we buy them through the authorised Microsoft partner we order through, and manage them for you.
  • Account management in akap: you can see your subscriptions, licences, quotes and invoices, and request changes.
  • akap Premium Support: see section 7.
  • Administration and reports: where you give us access to your Microsoft tenant, including the Licence Health Check (see section 6).

We provide only the services you have ordered, or agreed to in a quote or in writing.

3. Microsoft's role and terms

We are an indirect reseller in Microsoft's Cloud Solution Provider (CSP) program. Microsoft provides the Microsoft products themselves.

Before we can order for you, your organisation must complete two steps.

1. Accept our reseller relationship.

  • A Global Administrator of your Microsoft tenant does this in the Microsoft 365 admin center, using the link we provide.
  • Your billing address must be complete in the Microsoft 365 admin center first.
  • Accepting also links your tenant to the authorised Microsoft partner we order through. Microsoft requires this for resellers like us. This step does not give anyone admin access to your tenant.

2. Accept the Microsoft Customer Agreement.

  • Your authorised signatory accepts it using the link we send.
  • We then confirm that acceptance to Microsoft for your tenant.

Your use of Microsoft products is governed by the Microsoft Customer Agreement and Microsoft's product terms. Microsoft is responsible for its products, including their availability and any service levels Microsoft offers. We are not responsible for what Microsoft does or fails to do, but we will help you deal with Microsoft where we can.

4. Subscriptions, renewals and cancellation

  • Term and billing: each subscription has a term, such as monthly, annual or three years, and a billing frequency. Both are shown on your quote and in akap.
  • Cancelling or reducing licences: Microsoft sets the rules. In general:
    • a subscription can be cancelled, or its licence count reduced, only during a short window after it starts or renews
    • after that window, you are committed until the end of the term
    • akap shows whether a change is still possible, but Microsoft makes the final decision
    • if you cancel or reduce licences within that window, we credit your account by a set rule: the full charge for those licences if you cancel within 24 hours of the start or renewal, and after that a prorated credit for the unused days of the term until the window closes
    • after the window closes, you can still turn off auto-renew so the subscription ends at the end of its term
  • Auto-renew: if auto-renew is on, a subscription renews at the end of its term. akap shows the renewal date, and we email a renewal reminder before it renews. Renewal prices are our prices at the time it renews, which follow Microsoft's pricing, so they may differ from your current price. If you don't want to renew, turn auto-renew off in akap before the renewal date.
  • Turning auto-renew on or off: you can do this in akap. We apply the change through Microsoft.
  • If a term ends without renewing: Microsoft's rules decide what happens next.
  • Added licences: charged as shown on your quote or invoice.

5. Prices and payment

  • Prices, currency, GST, billing frequency and payment terms are set out in your quote or invoice.
  • Microsoft may change its prices. Price changes can apply to new orders, added licences and renewals.
  • A quote is valid only for the period shown on it.
  • Where akap offers them, you can pay by card or direct debit through our payment provider, or by bank transfer. We confirm a bank transfer once we have matched the payment.
  • If your organisation subscribes to an akap platform plan, our payment provider keeps your card or direct debit details on file to charge renewals. Section 7 of the akap Terms of Service covers renewals, price changes and cancelling a platform plan.
  • For invoices that include new licences, we start ordering the licences once your payment has been applied to the invoice.
  • If an invoice is overdue, we will remind you. If it is still unpaid 14 days after the reminder, we may pause new orders and changes until it is paid.
  • If a renewal invoice is still unpaid 7 days after the renewal date, we may turn off auto-renew for that subscription, so it won't renew again at the end of its new term. Amounts for the renewed term remain payable.

6. Admin access to your Microsoft tenant

Some services need access to your Microsoft tenant. You give it through Microsoft's delegated admin access (GDAP). Your Global Administrator approves it on Microsoft's own page. Microsoft's page shows the roles and the duration before you approve.

There are two kinds of access, and they work differently:

  • Admin access for akap Premium Support and other services we manage for you. Auto-extend is on by default.
  • Licence Health Check access. This never auto-extends.

Admin access (support and managed services)

  • Roles: we can see and do only what the roles you approve allow. Our standard access options don't include Global Administrator. We don't use this access to read email or file contents.
  • Duration: access lasts for the period shown on Microsoft's page. For access requested through akap, that is 7 days unless we agree another period with you.
  • Auto-extend: auto-extend is on unless it is turned off. While it is on, Microsoft extends access by 180 days at a time, until it is ended. It doesn't stop on its own.
  • Turning auto-extend off: once access is approved, an akap user who can manage your tenants can select Stop auto extend on the tenant's admin access details in akap. You can also ask us to do it at contact@pasifikcloud.com. Turning auto-extend off doesn't end access straight away. Access continues until the current period ends.
  • Ending access: your Global Administrator can end access straight away, at any time, by removing our admin relationship in the Microsoft 365 admin center. Once access is approved, an akap user who can manage your tenants can also select End this access in akap. Some services, including akap Premium Support, stop working without it.
  • Use: we use this access only to provide the services you have asked for.

Licence Health Check access

The Licence Health Check uses its own access. It is time-boxed. It includes only the roles the report needs, for a set period. None of it auto-extends.

The first time you connect, your Global Administrator approves two separate requests on Microsoft's own page:

  1. Reporting access
    • Roles: Global Reader and Reports Reader.
    • Lasts 30 days or 12 months (365 days), as your administrator chooses when connecting.
    • It never renews itself. If you're on the monthly check, we ask whether you want to approve it again.
  2. Setup access
    • Role: Cloud Application Administrator only.
    • Lasts at most 7 days, and we end it once a successful report run confirms that setup is done. If setup is not confirmed, it ends when the 7 days are up.
    • It never renews itself.

When you approve reporting access again later, you usually approve only the reporting access.

About the roles

  • Global Reader and Reports Reader can only view information.
  • Cloud Application Administrator is a privileged role. It can add, change and remove applications in your tenant, give them permissions, and add sign-in credentials to them. An application with added credentials can then be used to act as that application.
  • We use Cloud Application Administrator only to add our app, called "akap Licence Health Check for M365", to your tenant and approve the Microsoft Graph permissions the app asks for. These permissions are listed below.

The akap Licence Health Check for M365 app

  • The app appears in your tenant under Enterprise applications in Microsoft Entra as "akap Licence Health Check for M365". It stays there until you remove it.
  • If your organisation approved the app before it was renamed, your tenant may still show it under an earlier name until your administrator renames it there. It is the same app.
  • In your tenant, the app works through the admin access you approve. What it can do there is limited by both the Microsoft Graph permissions below and the roles in that access.
  • To build the report, it reads:
    • subscriptions and licences
    • users and their assigned licences
    • Microsoft 365 activity for the last 90 days
    • Conditional Access policies
    • Secure Score
  • We build your report from your tenant data and email it to the person who requested it. The report can name staff and show their licence details.
  • If you choose the monthly check, we also send monthly check emails.

The app's Microsoft Graph permissions

The app has nine Microsoft Graph permissions.

Seven are used in your tenant, through the admin access you approve. They let the app:

  • read users' profiles and the licences assigned to them (User.Read.All)
  • read your organisation's details and subscriptions (Organization.Read.All)
  • read Microsoft 365 usage reports (Reports.Read.All)
  • read directory information, such as users, groups and roles (Directory.Read.All)
  • read your organisation's policies, including Conditional Access policies (Policy.Read.All)
  • read security events and Secure Score (SecurityEvents.Read.All)
  • keep its access between sessions, without signing in again, for as long as the admin access lasts (offline_access)

Two are application permissions. akap uses them only in our own Microsoft partner tenant, to manage the admin access you approve:

  • manage our admin relationships with customers (DelegatedAdminRelationship.ReadWrite.All). We use it to request admin access for you to approve, check its status, give the approved roles to our staff groups, turn auto-extend on or off, and end the access.
  • read Microsoft's list of admin roles (RoleManagement.Read.Directory). We use it to request the right roles.

Microsoft's approval page lists every permission the app asks for, including the two application permissions above. akap never uses those two in your tenant.

Ending Licence Health Check access

You can end our access at any time. To end it fully, do both of these:

  • remove the Licence Health Check admin relationships in the Microsoft 365 admin center
  • remove the akap Licence Health Check for M365 app from Enterprise applications in Microsoft Entra

7. akap Premium Support

akap Premium Support is provided by Pasifik Cloud, not Microsoft. To use it, your organisation needs:

  1. our reseller relationship in place, and
  2. admin access approved for us that includes the Service Support Administrator role. This is our "Support Administrator" option.

The Support Administrator option also lets us create, change and delete user accounts, manage groups and licences, and reset passwords for most users, but not for Global Administrators or other privileged administrators. It does not include Global Administrator.

akap Premium Support is our own helpdesk for first-line and deeper troubleshooting.

How it works

  • You raise and track support cases in akap.
  • We investigate. Where needed, we escalate the issue to Microsoft and add your contact details to the case.
  • You can request expedited handling for a case. This flags it for priority attention.

Hours and response times: Support is available on business days (Monday to Friday, except NSW public holidays) from 9 am to 5 pm Sydney time. If your organisation is on an akap managed service (a service we have agreed in writing, such as in your quote or a signed agreement, to manage for you on an ongoing basis), support can be available up to 24 hours a day, 7 days a week, every day of the year. Actual response times depend on the situation and the issue.

akap Premium Support does not include:

  • work on products outside the Microsoft products we supply to you
  • your own software or devices

8. Your responsibilities

You must:

  • keep your Microsoft tenant's administrator accounts, billing address and contact details up to date
  • tell us who in your organisation can authorise orders and changes
  • give us accurate information and respond to reasonable requests
  • comply with Microsoft's terms and use the products lawfully
  • back up your own data. Unless we agree otherwise in writing, our services do not include backup or recovery of your data.

9. Data

We handle personal information as the akap Privacy Policy describes. Microsoft handles data in Microsoft products under its own terms and privacy statement.

10. Liability

Sections 9 and 10 of the akap Terms of Service apply to these services.

We are responsible for changes we make in your tenant, subject to those sections.

We are not liable for loss to the extent it is caused by:

  • Microsoft outages, or changes Microsoft makes to its products, prices or rules
  • changes you or your administrators make in your tenant

Subject to those sections, our total liability for a managed service is limited to the total fees you paid us for that service in the 12 months before the event that gave rise to the claim.

11. Ending the services

  • Either of us may end a service by giving the other 30 days' written notice. This is subject to the subscription rules in section 4.
  • Ending services doesn't end Microsoft subscriptions that can't yet be cancelled. Amounts for those subscriptions remain payable.
  • If you move your subscriptions to another provider, we will reasonably help with the transfer under Microsoft's process.

12. Changes

Section 13 of the akap Terms of Service applies to changes to these terms.

13. Disputes and governing law

If you have a dispute with us, please contact us first so we can try to resolve it.

These terms are governed by the laws of New South Wales, Australia. You and we submit to the non-exclusive jurisdiction of the courts of New South Wales, and of the courts that can hear appeals from them.

14. Contact

Pasifik Cloud Solutions Pty Ltd