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Service Data Sheet

CSP+ Enhanced Support

Connection's CSP+ Enhanced Support Services include everything provided through CSP+ and coverage for products and use cases not covered by the CSP+ program, regular cadence calls, adoption and case reviews, and discounted professional services. Purchased CSP+ Enhanced hours provide a flexible mechanism for expanded Microsoft product support in all environments and are governed by the terms described in this document.

Service Features Include:
Capability Description
Expanded coverage Support for products and use cases not covered by the CSP+ program.
Recurring reviews Regular cadence calls, adoption reviews, and case reviews.
Professional services value Access to professional services discounted at 10%.
CSP+ foundation Includes the CSP+ program capabilities, including the Connection Cloud Management Portal, onboarding, account support, customer lifecycle management, 24x7x365 CSP support, Azure Health Check, Azure Advisor Hours, and Azure Migration Review.

TASKS

  • Onboard the customer into CSP+ Enhanced and establish the applicable support contacts.
  • Provide the base CSP+ program capabilities.
  • Conduct regular cadence calls, adoption reviews, and case reviews.
  • Provide expanded Microsoft support using purchased CSP+ Enhanced hours.
  • Coordinate additional Microsoft Support when support beyond the CSP Agreement is required.
  • Request approved delegated permissions when required for troubleshooting or support delivery.

DELIVERABLES

  • CSP+ Enhanced onboarding and account support.
  • Access to the Connection Cloud Management Portal.
  • 24x7x365 support for the following CSP+ Enhanced Support areas, not covered by CSP+:
    • All Microsoft products
    • Hybrid, On-Premises product assistance
    • Testing, Development, & Pre-Production Environments
    • Configuration, deployment assistance
    • Microsoft legacy product assistance as best effort
  • Recurring cadence calls, adoption reviews, and case reviews.

CUSTOMER RESPONSIBILITY

To ensure successful delivery, the customer will:

  • Review and agree to the Microsoft Customer Agreement and referenced terms.
  • Maintain covered systems with current software versions, updates, and service packs.
  • Provide timely information and responses during support engagements.
  • Approve required GDAP access through a Global Administrator and review requested roles against applicable security and compliance requirements.
  • When applicable, grant delegated Azure access through the Foreign Principal Object / RBAC framework.
  • Review and approve any narrowly scoped Conditional Access Policy exclusions required for authorized support.
  • Provide qualified third-party authorization when required for access, specialized assistance, compliance, or completion of support activities.

SERVICE ASSUMPTIONS

  • Connection remains the primary customer contact and intermediary when additional resources participate in service delivery.
  • Approved permissions are used under Microsoft best practices and the principle of least privilege.
  • GDAP is required when a case is escalated to Microsoft Support.
  • The Ongoing Response SLA is suspended while a case is pending a response from the customer or Microsoft Support.
  • Connection is not responsible for Microsoft Support service levels, response times, or resolution timelines.
  • Coverage for products and use cases not covered by the CSP+ program, subject to purchased hours and applicable service terms.

OUT OF SCOPE AND EXCLUSIONS

This service requires that customers have or will be serviced in base Connection’s CSP+ program. These out-of-scope support items may be scoped as separate services under separate cover.

  • End user support, CSP+ support is for IT Administrators
  • End user training
  • Non-Microsoft products
  • Custom code and development
  • Onsite support
  • Database queries

SERVICE DELIVERY AREA

Support is provided through Connection's Microsoft Service Desk.
Live phone support is available 24x7x365 at 1.800.793.2222, Ext. 1. Email support is available at msd.support@connection.com.

The Microsoft CSP tenant must be based in the United States. Support requests are accepted from the United States in English only.

SERVICE SCOPE LIMITATIONS

  • Purchased CSP+ Enhanced hours are valid for 12 months from the purchase date.
  • Unused hours expire automatically and have no monetary value unless otherwise stated by Connection.
  • Service delivery may be limited or delayed if required GDAP, FPO/RBAC, Conditional Access accommodations, or third-party authorization are not provided.
  • Cases may be reviewed for closure after three unsuccessful communication attempts when customer responses are delayed.

SERVICE LEVEL OBJECTIVES
Measure Applicability Published Objective
Initial Response In-scope cases 30 minutes or less by email 90% of the time, with access to 24x7x365 live phone support.
Ongoing Response Severity 1 - A Every hour until resolution or reduced severity.
Ongoing Response Severity 2-4 - B/C/D Every 24 hours until resolution.


SEVERITY DEFINITIONS

  • Severity 1 - A | Critical Business Impact: Significant service outage or business down. Requires 24x7 customer availability for troubleshooting; otherwise, severity may be downgraded to Severity 2. Immediate and continuous customer response is required.
  • Severity 2 - B | Moderate Business Impact: Service degradation affects business operations, but work can continue.
  • Severity 3 - C | Minimal Business Impact: Services are largely functional with minor issues.
  • Severity 4 - D | Long-Term: Long-term cases or monitoring activities.

PREREQUISITES

An active Microsoft CSP Agreement for covered cloud products.

  • Acceptance of the Microsoft Customer Agreement.
  • Current software versions, updates, and service packs for covered systems.
  • A Global Administrator is available to approve GDAP access when requested.
  • Purchase of the applicable CSP+ Enhanced support-hour package before hours are consumed or committed.

TERMS AND CONDITIONS

The customer’s purchase and use of Microsoft cloud services is subject to the Microsoft Customer Agreement and applicable Connection legal notices:

CSP+ ENHANCED PURCHASED HOUR TERMS

  • Purchased hours are valid for 12 months from the purchase date.
  • Hours may be returned for a refund within seven calendar days of purchase only if no hours have been used, consumed, allocated, or committed to scheduled services. Once any portion is used or reserved, the purchase is non‑refundable.

ADDITIONAL NOTES

  • Only a Global Administrator can approve and grant GDAP access.
  • Requested GDAP roles may include Service Support Administrator, Directory Reader, License Administrator, and Global Reader.
  • The customer may modify or revoke delegated Azure access, which may affect service delivery.
  • Initial response times may vary because of call volume or business hours availability.

ORDERING INFORMATION

Contact your Connection Account Team for current CSP+ Enhanced support-hour pricing, quantities, and ordering information. Reference the following service product number:

  • SKU #: 42235627 - Part# 5 Hours CSP Enhanced Support
  • SKU #: 42235628 - Part# 10 Hours 12M CSP Enhanced Sup

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1.800.998.0067