Note: The information below is provided in the Microsoft Azure click-through terms within SES.
You must provide support services to Customers for all Products You resell, and You will include this requirement in Your agreements with Your Customers. You must provide Customer support for Products on a continuous basis (24 hours per day, 365 days per year) pursuant to the options detailed in Exhibit A. ATS Program Guide.
You select a Support Service by end customer tenant. Pricing for the support plans is provided in the ATS Program Guide Microsoft Cloud Solutions Provider Program, Section 4, Program Discount & Pricing or you may talk to your sales and operations team for more information.
The technical post-sales support services by ATS include:
- Select Support – this support option is monthly fee sold per end user tenant where support is provided directly to You and Your End Customer. Your customers will always be direct to You for billing and sales inquiries. Select Support includes: (i) L1 and L2 technical issues, (ii) and Microsoft Tier III escalation and Resolution tracking.
- Standard Support – this support option is monthly fee sold per end user tenant where support is provided to You only. End customers are not directly supported and are directed back to You to troubleshoot issues with ATS. Standard Support includes: (i) L1 and L2 technical issues, (ii) and Microsoft Tier III escalation and Resolution tracking.
- Elite Support – this basic support option is a per-incident support plan. The Elite Support Plan delivers the following: (i) Microsoft Tier II Escalation only, (ii) does not provide Technical support to the You or End customer, (iii) You are required to provide Support Services to the End-client.
On-boarding Process for Azure Support Services
You shall provide to ATS up to three (3) authorized support personnel contacts for Your organization. If you purchase the Select Support option, You shall provide up to three (3) additional end user contacts. The required information includes: Name, Email, Phone, After hours phone, domain. On-boarding information may be made via email.
With each new Customer tenant created in your SES account, our operations team will reach out (via email) to confirm the level of support you want to enable for your customer. Support options are designated at the Customer (tenant) level and not individual subscriptions. The default support plan will be for the Elite unless otherwise communicated by You.
Azure Technical Support Contact Information
You may contact our support team via the following:
See attached documentation for additional information.