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Support Services designation is a Microsoft partner designation that recognizes and empowers your organization to deliver world-class support to customers using Microsoft cloud solutions. Through Support Services designation you gain access to exclusive benefits, engagement opportunities, and resources to enhance your support capabilities and grow your business.
Introduction to the Support Services designation
What is Support Services designation?
Support Services designation is a designation within the Microsoft AI Cloud Partner Program that recognizes partners who meet rigorous standards for customer support delivery.
Designation Overview
The Support Services designation consists of five sequential steps that evaluate your organization's readiness and capability to deliver support services:
Prerequisites → Performance Assessment → Customer Success Survey → Capability Assessment → Enrollment
| Step | Purpose |
|---|---|
| Prerequisites | Verify foundational requirements (Solutions Partner designation, CSP enrollment, Support plan) |
| Performance Assessment | Evaluate your support performance metrics (case rate, case volume) |
| Customer Success Survey | Assess customer satisfaction with your support services |
| Capability Assessment | Evaluate your technical and operational capabilities |
| Enrollment | Formalize your participation in the Support Services designation |
Who Should Apply
The Support Services designation is ideal for organizations that:
- Currently hold a Solutions Partner designation in at least one competency area
- Are actively participating as Cloud Solution Provider (CSP) Direct Bill or Distributor.
- Have subscribed to Advanced Support for Partners (ASfP) or Premier Support for Partners (PSfP) support plan
- Are committed to delivering high-quality customer support
- Want to be recognized as a trusted Microsoft support partner
Eligibility Criteria
Core Requirements
To be eligible for the Support Services designation, your organization must meet all of the following requirements:
Solutions Partner designation
Your organization must hold at least one active Solutions Partner designation. The six available competency areas are:
| Competency Area | Description |
|---|---|
| Business Applications | Expertise in Microsoft Dynamics 365 and Power Platform solutions |
| Data & AI | Proficiency in Azure data and artificial intelligence services |
| Digital & App Innovation | Capabilities in modern application development and digital transformation |
| Infrastructure | Expertise in Azure infrastructure and hybrid solutions |
| Security | Specialized knowledge in Microsoft security solutions |
| Modern Work | Proficiency in Microsoft Teams, Microsoft 365, and collaboration solutions |
Cloud Solution Provider (CSP) Enrollment
Your organization must be actively enrolled in at least one of the following CSP options:
| CSP Type | Description |
|---|---|
| Direct Bill CSP | Your organization maintains direct billing relationships with end customers through Microsoft |
| Distributor (formerly Indirect Provider) CSP | Your organization acts as a distributor, managing customer relationships through indirect resellers |
Note
CSP participation enables you to serve customers with cloud solutions and generate the performance metrics required for designation participation.
Support Plan Enrollment
Your organization must maintain an active subscription to one of Microsoft's support plans:
| Support Plan | Level | Description |
|---|---|---|
| Advanced Support for Partners (ASfP) | Standard | Provides technical support and prioritized case handling |
| Premier Support for Partners (PSfP) | Premium | Offers enhanced support with dedicated resources and shorter response times |
Note
Active support plans enable your organization to track and demonstrate customer support performance.
Account Requirements
- A valid Microsoft AI Cloud Partner Program (MAICPP) account in good standing
- Current Partner Center registration
- Valid Tax ID and billing information
- Compliance with Microsoft Partner Code of Conduct
- Authorization to represent your organization in the Support Services designation
Designation Requirements
Performance Metrics
Your organization must meet specific performance benchmarks to qualify for and maintain Support Services designation.
Case Rate Calculation
The primary performance metric is Case Rate, calculated as follows:
Case Rate = CSP Case Volume (TTM)/(CSP+ACR) Billed Revenue (TTM)*1,000,000
Where:
- CSP Case Volume (TTM): Total support cases opened in the past 12 months related to CSP customers
- CSP+ACR Billed Revenue (TTM): Total revenue billed through CSP channel in the past 12 months
- TTM: Trailing Twelve Months (rolling 12-month period)
Quality Standards
Beyond metrics, your organization must demonstrate:
- Service Quality: Consistent delivery of high-quality support services to customers
- Response Times: Timely response and resolution to customer support cases
- Knowledge: Current technical knowledge relevant to supported solution areas
- Documentation: Proper case documentation and support records
- Compliance: Adherence to Microsoft support standards and policies
Assessment Participation
You must successfully complete all required assessments:
- Customer Success Survey: Customers evaluate your support quality and effectiveness
- Capability Assessment: Your organization demonstrates technical and operational readiness
- Performance Review: Ongoing verification that performance metrics are maintained
How to Enroll
Step-by-Step Enrollment Process
Step 1: Verify Prerequisites (Ongoing)
Before initiating enrollment, confirm that your organization meets all prerequisites:
Verification Checklist:
- Active Solutions Partner designation in at least one competency area
- Active CSP enrollment (Direct Bill or Distributor),
- Active Advanced Support for Partners (ASfP) or Premier Support for Partners (PSfP) subscription
- Current MAICPP account registration
- Valid Partner Center account access
- Compliance with Microsoft Partner Code of Conduct
Next Actions:
If prerequisites are not met, take these steps:
- Enroll in a Solutions Partner designation through Partner Center
- Join the CSP via CSP Enrollment
- Subscribe to a support plan through your Partner Center account
Step 2: Access the Support Services designation Dashboard
Once prerequisites are confirmed, access the Support Services designation through Partner Center:
- Sign in to Partner Center
- Navigate to Membership > Programs
- Select Support Services designation
- Review your current status on the Support Services designation dashboard
Dashboard Overview:
The Support Services designation dashboard displays:
- Current step in the enrollment journey
- Prerequisite verification status
- Performance metrics summary
- Assessment completion status
- Required actions and deadlines
Step 3: Complete Performance Assessment
Your organization must demonstrate that it meets the required case rate threshold:
Process:
- Review Your Metrics: View your current case rate on the dashboard
- Assess Eligibility: Confirm your case rate meets the required target
- Initiate Assessment: Start the performance assessment process
- Performance Window: Metrics are evaluated over a 30-day period
- Results: Receive assessment results indicating pass or need for retake
Step 4: Complete Customer Success Survey
Evaluate customer satisfaction with your support services:
Survey Covers:
- Response time and availability
- Technical expertise and knowledge
- Problem resolution effectiveness
- Communication and professionalism
- Overall satisfaction and likelihood to recommend
Step 5: Complete Capability Assessment
Demonstrate your technical and operational readiness:
Assessment Components:
Technical Capability
- Knowledge of solutions in your designated area
- Support process and tooling documentation
- Team certification and training status
Operational Capability
- Support processes and procedures
- Case management and tracking systems
- Quality assurance and monitoring practices
- Knowledge management and documentation
Documentation Review
- Your support organization structure
- Technical resources and expertise areas
- Customer support agreements
- Service level commitments
Step 6: Enrollment Confirmation
Upon successful completion of all steps:
- Eligibility Verification: System confirms all steps completed
- Automatic Enrollment: Your organization is automatically enrolled in Support Services designation
- Designation Activation: Support Services designation becomes active in Partner Center and marketplace
- Welcome Communication: You receive enrollment confirmation and next steps
- Dashboard Update: Your status reflects active Support Services designation enrollment
Upon Enrollment, You'll Receive:
- Official Support Services designation in Partner Center
- Support Services designation logo and certification letter available in Logo Builder
- Marketing materials and brand resources
- Access to partner resources and community
- Enhanced designation support and benefits
- Enrollment documentation for your records