Providing different types of support to your customers

Applies to

  • Partner Center
  • Partner Center for Microsoft Cloud for US Government

Microsoft partner support guidance

Partners transacting in the CSP model are the trusted advisor to their customers and, if you are a direct bill partner, own the relationship end-to-end. Indirect resellers should work with their indirect providers to support customers. This relationship includes supporting your customers when they have questions or issues. By providing support to your customers, you have the opportunity to learn more about them and their business. This will help you identify new services and solutions that drive value.

To fulfill the support requirement, you may resell support from another company, outsource all or part of the support structure and/or set up a structure to provide support directly. You may charge for all or part of the support provided to customers. Be sure you explain to your customers the types of support you will provide, the service hours, contact method, and the pricing (if charging for support).

CSP customers can't create support tickets themselves. They need to contact you for support. CSP Partners are required to receive incoming support requests from their customers, diagnose issues to the best of your ability and then resolve issues that are within scope of the baseline support boundaries. If you are unable to resolve an issue, you 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 (fee base)

    • Advanced Support for Partners (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 the following documents.