Office 365 support model install#
Office 365 support model pro#
Office 365 support model license#

Partners can submit incidents to escalate issues to Microsoft by utilizing one of the following support options: Additionally, the Partner must provide their contact information within the service request rather than the end-customerвЂ™s contact information. Therefore, when engaging Microsoft Partner Support to resolve support issues, the partner must remain the primary point of contact with the end-customer throughout the engagement with Microsoft Partner Support to resolve the issue.

Office 365 support model pro#

It is important to note that end-customers cannot receive support directly from Microsoft without the CSP Partner involvement unless they have purchased a Pro Direct Support contract for Dynamics 365 for Operations and have a direct relationship with Microsoft. The Partner can submit a service request on behalf of customers and work with Microsoft to resolve. When the partner is unable to resolve an end-customerвЂ™s support issue, the partner may engage Microsoft support for issues where assistance is needed.

Development Application Lifecycle Management.

Integration to additional services such as Office Groups, SharePoint, and Connectors.

Office 365 support model install#

Client install & configuration (permissions, configuring email tracking).

The partner can provide this support as part of a support offering, for a fee, to the end customer. Some examples of these issues are listed in the following table. The partner is required to be the first point of contact for all technical support issues for Dynamics 365 subscriptions to include installation, setup, general technical usage and post-deployment break-fix.

Technical Support for Dynamics 365 subscriptions The partner is responsible for ensuring the end customer can deploy the licenses they have procured.

Office 365 support model 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)Д¬ommercial 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 partnerвЂ™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. Dynamics 365 subscriptions sold through the Cloud Solution Provider (CSP) program