- Partner Center
- Partner Center for Microsoft Cloud Germany
You are the first point of contact for your customers, and you are expected to provide technical and account support services such as the following to your customers:
Billing and subscription support
Provisioning/deployment help, and software configuration
Resolving performance issues, service availability issues, client connectivity problems, and client desktop problems due to missing or mis-configured settings, incomplete software integration, permissions problems, or other deployment issues.
Managing updates for services and software
Answers to usage questions
Cloud Solution Providers must provide a clear description to customers of how they will receive support. If you do not provide round-the-clock phone support, you must provide a service level agreement to explain the options to your customers. Microsoft does not provide support to CSP customers.
Supporting and training your customers
If you are fielding a lot of Help and How-to questions, the adoption numbers on your account are low, or you’re looking for upsell opportunities, you may want to consider training courses. By teaching your customers how to better use the cloud solution software they have purchased, you’re more likely to see an increase in productivity and satisfaction, and a decrease in support needs. For suggestions and tips, see Increase adoption and satisfaction.