Customer support

Applies to

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

You are the first point of contact for your customers, and you are expected to provide technical and account support services such as the following to your customers:

  • Billing and subscription support

  • Provisioning/deployment help, and software configuration

  • Resolving performance issues, service availability issues, client connectivity problems, and client desktop problems due to missing or mis-configured settings, incomplete software integration, permissions problems, or other deployment issues.

  • Managing updates for services and software

  • Answers to usage questions

Cloud Solution Providers must provide a clear description to customers of how they will receive support. If you do not provide round-the-clock phone support, you must provide a service level agreement to explain the options to your customers. Microsoft does not provide support to CSP customers.

Supporting and training your customers

If you are fielding a lot of Help and How-to questions, the adoption numbers on your account are low, or you’re looking for upsell opportunities, you may want to consider training courses. By teaching your customers how to better use the cloud solution software they have purchased, you’re more likely to see an increase in productivity and satisfaction, and a decrease in support needs. For suggestions and tips, see Increase adoption and satisfaction.

Customer support

Provide billing support

Provide technical support

Customer communication from Microsoft

Customer self-support

Escalate problems to Microsoft