CSP support benefit FAQ

As a Cloud Solution Provider (CSP) partner, you are required to provide both technical and account support services to your customer. You are expected to be the first point of contact for your customers, and to handle the majority of their issues. However, as part of the CSP program, Microsoft lets you create service requests for issues that you are unable to solve. These service requests should only be used when you encounter an issue that cannot be resolved without the assistance of Microsoft, such as an interruption of service.

The CSP support benefit covers Microsoft Azure, Microsoft Dynamics CRM Online, Enterprise Mobility Suite, and Microsoft Office 365.

What is included in the Support Entitlement?

Service requests are available for Azure, Office 365, Microsoft Dynamics CRM Online, and Enterprise Mobility Suite. As a CSP partner, you can expect priority response time to your major issues.

Microsoft Support for your own partner tenant is not included as part of the CSP support benefit. However, Office 365, Microsoft Dynamics CRM Online, and Enterprise Mobility Suite do not charge a separate support subscription fee for partners or customers. Azure does charge a fee, but if you are entitled to Signature Cloud Support or other Microsoft Partner Network (MPN) benefits you may use these to pay that fee.

What types of incidents can I submit?

Service requests may be submitted for technical support issues or for billing or subscription management issues. Service requests should only be submitted for issues that you are unable to solve yourself. This does not include normal administrative tasks or changes.

'Break-fix' issues, where a technology fails in the normal course of its function, have priority in the support program. In some cases, response times for non-break-fix issues will be slower.

How do I submit a service request?

All service request submissions must be performed via Partner Center.

How quickly will I get an initial response?

Microsoft's initial response times depend on the severity of the incident submitted. The severity of an issue is determined by Microsoft, and initial responses will be English-speaking support only. Local language support is provided during business hours.

For incidents that fall within the boundaries of the support entitlement but are not considered break-fix incidents, the initial response time may be up to one business day.

Can I submit a service request by phone?

Due to the detailed nature of the support that Microsoft provides for CSP partners, we have found that submitting service requests online allows us to deliver technical expertise in a more effective and efficient manner. Therefore, phone support is not offered for this program.

Can an end customer get support?

You are expected to handle support for your customers and determine which issues to escalate to Microsoft. Your CSP support benefits are not extended to your customers. If customers attempt to submit a service request online, they will instead be provided with the relevant partner contact information.

How do I get support during a service outage?

During a service outage, Microsoft provides regular updates as we work to address the problem. The best way to view these updates is from the Notification center on the Partner Center dashboard. These notifications are also displayed on either the Azure portal or the Office 395 Admin Center as appropriate.

If the problem still persists after the end of the service outage, submit a service request.