Microsoft Cloud Solution Provider (CSP) Program

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 24/7 support – and everything in between.

annual billing icon

Monthly or Annual Billing

Licensing Guidance icon

Licensing Guidance

Onboarding icon

Account Setup and Onboarding

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

Service Provisioning and User Administration

  • Assigning/reassigning users and subscriptions
  • Provisioning new subscriptions
  • Reduction of users to existing subscriptions
Service Desk Support icon

24/7 U.S. Service Desk Support

  • Self-service portal
  • Incident management
Feature SHI CSP Support Services
Simplified Billing and Billing Support We tailor your cloud invoicing in accordance with your business requirements.
SHI One Portal Access Access to SHI's Cloud Management Portal — SHI One — including visibility and management of cloud support requests, in addition to cloud account and usage data.
Azure Adoption Team Support Access to SHI's Cloud Adoption Team to help your organization leverage Azure to transform your business.
24/7 Service Desk Support Response Times and Contact Methods Details
Access to Support - we will provide Level 1 Support with managed escalations to Microsoft as required. Self-Service Portal, Email or Phone
Availability 24/7, Year-Round
Response Time
(defined as the time it takes SHI to answer a customer’s phone call – or open and acknowledge a support ticket through self-service)
Refer to Severity Level Table Below
Licensing Guidance Licensing support covering all aspects of an organization’s move to the Microsoft Office 365 and Azure cloud services. Including licensing model changes, program guidance and product use rights.
Customer Set-Up and Azure Services Provisioning Set-up of a customer in Microsoft systems, including tenant and domain association in addition to initial provisioning of Azure. We will also provide a service onboarding call to help you get started and provide an introduction to your SHI Support Services Team.
Service Onboarding First online session to help you get started and to introduce you to the SHI Support Services team.

SHI follows the support severity levels as described below:

Severity Level Operations and Support Description Availability and Response SLA
Critical One or more services are not accessible and/or unusable. Production, operations or deployment deadlines are severely affected with a critical impact on production or profitability. Multiple users or services are affected. Available: 24/7
Response Time: 30 Minutes
High The service is usable but in an impaired fashion. The interruption has moderate business impact and can be dealt with during business hours. A user or small number of users — customer or service is partially affected. Available: 24/7
Response Time: 2 Hours
Medium The situation has minimal business impact. The issue is important, but does not significantly impact current service or productivity for the user. A user or small number of users are experiencing partial disruption, but an acceptable workaround exists. Available: 24/7
Response Time: 4 Hours
Low Customer is requesting general guidance such as “how to” information or support for a billing issue. Available: 24/7
Response Time: 8 Hours
Enhanced Support & Managed Services are available. Please contact your SHI Cloud Account Manager for additional details.

For Office 365 refer to https://www.shi.com/Office-365-Service-Guide.

For Azure refer to https://www.shi.com/Azure-Service-Guide.

Interested in migration services from your existing provider?

We can help migrate your email, files and workloads from:
  • Existing Data Center (Physical, VMware, Hyper-V, etc.)
  • On-premises Exchange
  • Hosted Exchange (GoDaddy, etc.)
  • Hosted Non-Exchange (Gmail, etc.)
  • On-premises File Shares
  • On-premises SharePoint and OneDrive
  • Hosted SharePoint (third-party hosting providers)
  • Hosted File Sharing (Box, Dropbox, Google Drive, etc.)

*Any migration 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.