Cloud Solutions Provider (CSP) – Microsoft SLA

Our Recommendation

As a CSP Partner, 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 misconfigured settings, incomplete software integration, permissions problems, or other deployment issues.
  • Managing updates for services and software
  • Answers to usage questions


However, there are several categories of issues that you will need to hand off to Microsoft to fix. To get help from Microsoft, submit a support request in Partner Center for the ff:

  • Undocumented problems with services that aren’t operating according to service descriptions.
  • Unavailable services
  • Bugs and other irregularities that affect service appearance or operation
  • Large scale network disruptions
  • Regional issues with multi-tenant impact


For any Billing disputes and Technical issues, you can escalate issues to Microsoft through the Partner Support channel on the customer’s behalf if you need our assistance.

We look forward to working with you for Cloud, Security, and other IT product-related opportunities. You can connect with us at +91-8826294740