Deployment capability to deploy Partner must demonstrate capabilities to help customers deploy and use Name of competency, certification Microsoft Services Microsoft Cloud Services. Measures to assess deployment capability include and any relevant training Microsoft competencies, certifications, and training. Support 24/7 end-customer support (billing Partner must have a proven capability and track record of providing 24/7 Escalated Incident Rate per month & technical) billing and technical product support and has the processes and SLAs if existing relevant offering in the that frame this support fully documented and maintained to generally recognized Australia industry standards. # of qualified tech staffed and level of training as reflected by competencies and certifications Confirmed local language support Customer tech support via website, phone, chat, and other channels Partner reporting on support volumes (cases opened, cases closed, cases escalated) if relevant offering in Australia Premier Support for Partners (PSfP) - PSfP is a flexible, managed support offering that can help grow a partner’s PSfP contract Recommended business, drive a more productive relationship with Microsoft, and accelerate a partner’s ability to provide service and support to customers with Microsoft technologies across the entire partner engagement cycle. PSfP is highly recommended, but not required. Service Experience Customer Lifecycle Management Partner maintains the systems, personnel resources and processes needed to (CLM) processes to drive usage and ensure customer retention, renewal as well as upsell and cross sell. These systems Partner Questionnaire adoption, up/cross-sell (CRM) include business intelligence and analytics as well as CRM and ERP systems.
Deployment capability to deploy Microsoft Services Partner must demonstrate capabilities to help customers deploy and use Microsoft Cloud Services. Measures to assess deployment capability include Microsoft competencies, certifications, and training. Name of competency, certification and any relevant training Support 24/7 end-customer support (billing & technical) Partner must have a proven capability and track record of providing 24/7 billing and technical product support and has the processes and SLAs that frame this support fully documented and maintained to generally recognized industry standards. Escalated Incident Rate per month if existing relevant offering in the Australia # of qualified tech staffed and level of training as reflected by competencies and certifications Confirmed local language support Customer tech support via website, phone, chat, and other channels Partner reporting on support volumes (cases opened, cases closed, cases escalated) if relevant offering in Australia Premier Support for Partners (PSfP) - Recommended PSfP is a flexible, managed support offering that can help grow a partner’s business, drive a more productive relationship with Microsoft, and accelerate a partner’s ability to provide service and support to customers with Microsoft technologies across the entire partner engagement cycle. PSfP is highly recommended, but not required. PSfP contract Service Experience Customer Lifecycle Management (CLM) processes to drive usage and adoption, up/cross-sell (CRM) Partner maintains the systems, personnel resources and processes needed to ensure customer retention, renewal as well as upsell and cross sell. These systems include business intelligence and analytics as well as CRM and ERP systems. Partner Questionnaire
CSP-Capability-Requirements.docx