CSP

Main Services Technical support & IT outsourcing CSP

As Cloud Service Provider Noventiq provides its customers with support for Microsoft products purchased within CSP agreement.

Core Support Service includes Incident Support and User consultations. Noventiq assists its customers in case of billing and subscription issues, provide consultations on installation, configuration, and administration questions related to the operability of Microsoft products. Noventiq handle escalations to Microsoft of major incidents such as new or undocumented issues, code defects, or service availability issues that are within Microsoft’s control. Support with issues related to third-party applications and workloads purchased outside CSP agreement is out of scope. Support Service is provided from the moment Customer purchased Microsoft products and passed registration on Noventiq Service Desk System.

If you’re interested in additional scope, faster response and access to various Noventiq resources all over the world - Noventiq offers you two additional options: Standard and Premium support for CSP products.

Service level	Core Free	Standard Paid	Premium Paid
On boarding & activation support	✔	✔	✔
Tenant & Subscription Management	✔	✔	✔
Automated Billing and Invoice Payment Services	✔	✔	✔
Support time	8x5	24x7	24x7
Contact method	Phone, Email, ServiceDesk	Phone, Email, ServiceDesk	Phone, Email, ServiceDesk
Severity-based Response time	A: 2 hours	A: 2 hours	A: 1 hours
	B: 4 hours	B: 4 hours	B: 2 hours
	C: 8 hours	C: 8 hours	C: 4 hours
Corrective Support	Email consultations	Email consultations Remote connection	Email consultations Remote connection On-site visits*
Managed escalation of incidents to the Microsoft Support Service	✔	✔	✔
Support lines	L1	L1, L2	L1, L2, L3 + L4
Advisory support Consultations on installation, configuration, and basic administration questions	✔	✔	✔
Assistance in installations and configuration	Not included	Not included	✔
The number of requests to resolve	Unlimited	Unlimited	Unlimited
Preventive support Scheduled health-check on the system software to ensure that potential problems can be anticipated before it occurs	Not included	Not included	1 time a year*
Reporting - support	Not included	quarterly	online dashboard
Service Manager	Not included	Shared	Shared
Service level	Core	Standard	Premium