Customers asking to contact Microsoft support directly while under CSP?

Hi Baigoi 

How do you deal with a customer who wants to connect with Microsoft support directly instead of relaying their issues through CSP?  CSP partners provide technical and billing support for their resellers and customers.  Customers (and resellers) will not be able to get support directly from Microsoft – only the CSP partner has this ability - Azure Cloud Solution Provider | Microsoft Azure

Also, is there a way for them to get access to support at a direct level if they are under Azure CSP?   In general, we expect all communications with the customer to come from the CSP partner. Because you own the customer billing relationship, Microsoft won't send communications directly to your customers related to their subscriptions.

Microsoft might communicate directly with customers about service incidents or other operational information.  For customers that already have existing commercial relationships with Microsoft, Microsoft continues to communicate directly with them about their non-CSP products and services.

- Providing different types of support to your customers - Partner Center | Microsoft Learn

I believe that the MPA agreement is required for Azure CSP, so it may be helpful for you to review the MPA w/ your customer as it promotes compliance and encourage sound business practices - The Microsoft Partner Agreement (MPA) for CSP - Partner Center | Microsoft Learn

Hope this helps! 

If this reply answers your question, please Accept as the solution to help the other members find it more quickly. Otherwise, if after reviewing the information you have additional questions, please let me know.

Regards,

Microsoft CSP Licensing Concierge