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Support Guidelines for Direct Routing Providers
Hi,
Scenario: 365 Licenses Provided By Microsoft or Through A Partner
PSTN Connectivity & SBC Provided By A Direct Routing Provider
Are there support guidelines as to when a customer should contact Microsoft/Partner vs their direct routing provider for support?
Thanks
Hi,
Probably nothing official by Microsoft but a good direct routing partner should make the boundaries clear within what they offer to you as a service. e.g. is their role to just send voice traffic to your O365 tenant? Once they can prove it's successfully going into Microsoft, then it comes under the Microsoft support.
As with any 3rd party support, a good relationship is key so they should be helping you in case of any issues with Direct Routing and not leaving the customer to struggle. Good Direct Routing partners should have the experience and knowledge to help even if it might not be strictly in their remit.
Unfortunately, there's no accreditation needed for any IT partner to setup a direct routing platform even if they know nothing about Voice\Teams\SIP Trunks which is causing issues for many companies.
Hi,
Probably nothing official by Microsoft but a good direct routing partner should make the boundaries clear within what they offer to you as a service. e.g. is their role to just send voice traffic to your O365 tenant? Once they can prove it's successfully going into Microsoft, then it comes under the Microsoft support.
As with any 3rd party support, a good relationship is key so they should be helping you in case of any issues with Direct Routing and not leaving the customer to struggle. Good Direct Routing partners should have the experience and knowledge to help even if it might not be strictly in their remit.
Unfortunately, there's no accreditation needed for any IT partner to setup a direct routing platform even if they know nothing about Voice\Teams\SIP Trunks which is causing issues for many companies.
