Cloud
Data Center

 

SHI Support Services for
Microsoft Cloud Solution Provider (CSP) Program

Who knew simplifying your billing, management and support could be a piece of cake?

Whether you’re already leveraging the cloud or just getting started, SHI Support Services for Microsoft CSP are designed to guide you through managing your Microsoft cloud solution, from account setup to 24x7 support – and everything in between.

Our Support Services include:

Monthly or Annual Billing

24x7 U.S. Service Desk Support

  • Self-service portal
  • Incident management

Account Setup and Onboarding

  • Tenant creation and association of primary domain
  • Initial provisioning of online services

Service Provisioning and User Administration

  • Assigning/reassigning users and subscriptions
  • Provisioning new subscriptions
  • Reduction of users to existing subscriptions

Licensing Guidance

*Dynamics 365 is the only product not currently supported under CSP

Feature Optimization Support Service (“OS2”)
Indirect Billing from Reseller Monthly billing to accommodate customer requirements
24x7 Service Desk Support Response Times and Contact Methods Details
Access to Support Self Service Portal or Phone
Availability 24x7
Response Time
(defined as the time it takes Reseller or one of its affiliates to answer Customer’s phone call or open and acknowledge a self-service support ticket)		 Refer to Severity Level Table Below
Licensing Guidance Licensing support covering all aspects of an organization’s move to the Microsoft Azure cloud services, including licensing model changes, program guidance, and product use rights.
Cost and Usage Reports Cost and usage reports based on Customer tags, resources or other objects. Reports can be high-level or granular, and span many accounts. OS2 customers can categorize their Azure assets, and customize and automate reports.
Customer Set-up and Azure Services Provisioning Set-up of Customer in Microsoft systems, including tenant/domain association and initial provisioning of Azure.
Service Onboarding First online session to help Customer get started, and to introduce Customer to the SHI Support Services team.
Health Checks Recurring report of Azure environment that reveals immediate and operational cost savings, such as deleting unused volumes, un-tagged resources, event notices, and security risk exposures.

SHI follows the support severity levels as provided by Microsoft:

Severity Level Operations and Support Description Availability and Response SLA
Sev A (Critical) One or more services aren’t accessible or are unusable. Production, operations, or deployment deadlines are severely affected, or there will be a severe impact on production or profitability. Multiple users or services are affected. Available: 24x7
Response Time: 1 Hour
Sev B (High) The service is usable but in an impaired fashion. The situation has moderate business impact and can be dealt with during business hours. A single user, customer, or service is partially affected. Available: 24x7
Response Time: 8 Hours
Sev C (Non-critical) The situation has minimal business impact. The issue is important but does not have a significant current service or productivity impact for the customer. A single user is experiencing partial disruption, but an acceptable workaround exists. Available: 24x7
Response Time: Next Day

Looking for more cloud migration services?

Our Cloud Climb cloud adoption services make your transition easy, simple and productive – from start to finish.

Cloud Climb

Learn more about Cloud Climb

Interested in migration services from your existing email provider?

We can help migrate your email from:

  • On-premises Exchange
  • Hosted Exchange (GoDaddy, etc.)
  • Hosted Non-Exchange (Gmail, etc.)

*Any services shall be provided under a separate agreement with additional charges

Contact us today to jump in and get started with SHI Support Services for Microsoft CSP!

Want to learn more? View a recording of our recent webinar.