Providing different types of support to your customers

Applies to: Partner Center | Partner Center for Microsoft Cloud for US Government

Appropriate roles: Help agent

Microsoft partner support guidance

Partners transacting in the Cloud Solution Provider (CSP) model are trusted advisors to their customers. This trusted advisor relationship includes supporting your customers when they have questions or issues. By providing support to your customers, you have the opportunity to learn more about them and their businesses. Doing so helps you to identify new services and solutions that drive value.

  • Direct bill partners own the customer relationship from end-to-end.

  • Indirect resellers should work with their indirect providers to support customers.

Fulfilling the support requirement

CSP customers can't create support requests themselves. They must contact you for support.

When customers contact you for support, you're required to:

  • Receive incoming support requests from customers.
  • Diagnose issues to the best of your ability.
  • Resolve issues that are within scope of the baseline support boundaries.

To fulfill your customer support requirement, you can:

  • Resell support from another company.
  • Outsource all or part of the support structure.
  • Set up a structure to provide support directly.

You can charge for all or part of the support that you provide to customers. Be sure to tell customers the types of support you’ll provide, the service hours, contact method, and the pricing if you're charging for support.

Escalating to Microsoft

If you’re unable to resolve an issue, you can escalate it to Microsoft in the following ways:

Providing subscription management and technical support

Each online service has detailed and specific requirements for providing subscription management and technical support to customers. For more information, see the following documents:

Enabling Microsoft Cost Management for customers

Partners can enable Microsoft Cost Management for customer tenant Azure subscriptions.

  • Providing access to Microsoft Cost Management enables customers to view their costs for Azure consumed services at pay-as-you-go retail rates.
  • Costs are shown in the customer's billing currency for their consumed usage at Azure RBAC subscription and resource groups scopes.
  • For more information about how partners can grant access to customers, see Enable cost management for customer tenant subscriptions.