Provide technical support

Applies to

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

As a Cloud Solution Provider partner, you have Delegated Admin Privileges which give you access to your customers' environments. These privileges provide you with the ability to directly support, configure, and manage your customers’ subscriptions.

In Partner Center, you can:

  • View customer service health
  • View customer service incidents

Perform admin tasks for your customers

  1. From the Dashboard menu, select Customers. Choose your customer from the list.
  2. In the customer menu, select Service management.
  3. In the Administer services section, choose the service you need to work in to open the management portal for the service.
  4. If you find a problem with a customer’s account such as services that are down, or a degraded experience, you should start by checking the service health. See Check service health.
  5. To escalate an ongoing problem to Microsoft, file a service request. See Report problems on behalf of a customer.

Microsoft partner support guidance

Partners transacting in the 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, they may outsource all or part of their support structure and/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 will provide, the service hours and contact method, as well as the pricing (if charging for support).

Partners are required to receive incoming support requests from customers, diagnose issues to the best of the partner’s ability and then 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 (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. Refer to the following documents for more information.