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.
