Provide billing support for your customers and help answer their billing questions
Appropriate roles: Global admin | User management admin | Helpdesk agent | Billing admin | Sales agent
You own the billing relationship with your customers, and you're responsible for answering the billing-related questions your customers might have.
You're responsible for on-time payments to Microsoft.
We recommend establishing a clear collections policy with customers that details your collections process and when access to the customer's subscriptions, services, or software will be impacted.
If necessary, you can disable your customer's access to a product for non-payment.
Microsoft partner support guidance
Partners transacting in the Cloud Solution Provider (CSP) model are the trusted advisor to their customers and own the relationship end-to-end, including support when their customer has a question or issue. Through support touch points partners can learn more about the customer, and their business, to identify new services and solutions that drive value.
To fulfill the support requirement, the partner may resell support from another entity, may outsource all or part of their support structure, or they may set up a structure to provide support directly. The partner may charge for all or part of the support provided to customers. The partner should articulate to their customers the support they'll provide, the service hours and contact method, and the pricing (if charging for support).
Note
If you are not a CSP and have questions about customer billing, see the specific portal for the appropriate products or services.
Partners must receive incoming support requests from customers, diagnose issues to the best of the partner's ability, and resolve issues that are within scope of the baseline support boundaries. If the partner is unable to resolve an issue, they can escalate issues to Microsoft via the following support vehicles:
Commercial issue support is available to all partners in the CSP program
Technical issue support is available through:
- Premier Support for Partners (PSfP) (fee base)
- Advanced Support for Partners (ASfP) (fee base)
- Signature Cloud Support (included with Gold/Silver competency)
Providing billing, subscription management, and technical support
Each online service has specific and detailed requirements for providing billing, subscription management, and technical support to customers. For more information, see: