Technical Support for Office 365 subscriptions
#MICROSOFT OFFICE SUPPORT LICENSE#
Deployment and activation of license to end customer device.
The partner is responsible for assigning and reassigning available licenses to user accounts within the customer tenant and for resolving support requests when these tasks cannot be or are not successfully completed.License assignment and reassignment to users within tenant.The partner is responsible for procuring new products and subscriptions within the customer tenant and for resolving support requests when these tasks do not complete successfully.The partner may provide admin level access to users within the customer tenant, who may then have the ability to create new users or modify existing users.The partner is responsible for creating new user accounts within the customer tenant and the administration of those accounts and for resolving support requests when these tasks cannot be successfully completed.The partner is responsible for creating new customer tenants when necessary and the administration of those customer tenants and for resolving support requests when these tasks cannot be successfully completed.Microsoft is responsible for resolving billing issues between Microsoft and the partner.
The partner is responsible for resolving billing issues between the partner and the customer and for resolving support requests when these tasks cannot be successfully completed.The partner is required to be the first point of contact for support requests for the following scenarios around billing and subscription management: Signature Cloud Support (included with Gold/Silver competency)Ĭommercial Support: Billing and Subscription Management.Advanced Support for Partners (fee base).Premier Support for Partners (fee base).Technical issue support is available through:.Commercial issue support is available to all partners in the CSP program.If the partner is unable to resolve an issue, they can escalate issues to Microsoft via the following support vehicles: 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. 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). The partner may charge for all or part of the support provided to customers. 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.
Through support touch points partners can learn more about the customer, and their business, to identify new services and solutions that drive value. 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. Office 365 subscriptions sold through the Cloud Solution Provider (CSP) program