Cloud Support Scope

We as a CSP don’t sell Office 2016, Office 2019 or Windows Server. Windows Server (VM) on Azure cases are an exception and we can open cases on that.

Use your best judgment to understand the case. There are always gray areas in every case. The issue could be from the exchange side and not from the desktop product. In the case of Office 365 cases always check if the issue persists on a different computer and check if the issue persists on a browser. Almost every Office 365 service is accessible on a browser.

Windows 10 is an exception as it a possibility that we may have sold it so please check or ask before denying support. Customers can pay to get support on these cases but there is no support if customer doesn't pay. We are not supposed to mention the amount to the customer as the account managers are supposed to do that. 

Three possibilities are: 

1. We need to refer the case to Carrie if the customer is willing to pay. 
2. If the customer is not willing to pay and wants free support, please reach out to Carrie/Stacy. 
3. Customer demands support on something which is not supported, still, reach out to Carrie/Stacy

In each case reach out to Leads first. If there is no reply, call them on Skype. Reach out to Shiraz if there is no reply from them.

If the issue regarding mailbox is received and we find after thoroughly researching that message trace is not showing any emails to the problem account then it means that email has not reached Office365 hence we cannot provide support on the issue as its not in our boundary of support i.e. Office365. However we need to provide best effort support but if customer asks for on-prem support then we need to follow the protocol and send him to his AM. 

We discussed with Ken and Carrie that we can provide basic troubleshooting to end users but in order to make any administrative changes, we need written permission from a global admin. An email will qualify as written permission

If a user wants to become an admin another global admin needs to approve it.

An example email would be:

"Dear Admin,

Can you please approve the following request:

An end-user from your organization reached out to us and wanted to become a global admin. Please respond to this email with your permission. As per our policy written permission is required to do this"