Scope of Support - Full Cloud Service Partner (CSP)
Scope of Support - Full Cloud Service Partner (CSP)
Goal
This article outlines the scope of support provided by CallTower for customers with Full CSP support. These customers purchase a broad range of Microsoft license subscriptions through CallTower, not limited to voice services.
Overview
CallTower offers support for all Microsoft services licensed through us, including productivity, collaboration, communication, and administrative features, across Microsoft 365 and Teams ecosystems.
Full CSP Support
Microsoft 365 Core Services
- Exchange Online
- Mailbox setup and configuration
- Mail flow and transport rules
- Spam and malware filtering
- SharePoint Online
- Site creation and sharing
- Permission management
- Document libraries and lists
- OneDrive for Business
- File sync and sharing
- Storage management
- Microsoft Entra ID (Azure Active Directory)
- User and group management
- MFA and conditional access policies
- Identity synchronization (AAD Connect)
Microsoft Teams (Full Scope)
- Voice Services
- Teams Phone Standard and Resource Accounts
- Direct Routing and Operator Connect
- Call queues, auto attendants, and voicemail
- Caller ID, call forwarding, delegation
- Collaboration Features
- Channels, chat, meetings, and apps
- Teams lifecycle management
- Teams policies and governance
- Device Configuration Support
- Teams-certified desk phones and conference devices
- Headsets and peripherals (Teams-certified AND provided by CallTower)
- Firmware guidance and provisioning
Microsoft Teams Premium/Queues App
Microsoft Teams Premium is an add-on license that enhances the standard Teams experience with AI-powered meeting summaries, advanced security features like encryption and watermarking, custom branding, and improved webinar and reporting tools. It also provides access to the Queues app, enabling advanced call queue management and supervisor controls for Teams Phone users.
Support includes:
- License assignment and validation
- Access to Premium features like:
- AI meeting summaries
- Advanced meeting protection (e.g., watermarking, encryption)
- Custom meeting branding
- Live translated captions
- Troubleshooting access and functionality issues
- Guidance on feature configuration and usage
Note: Teams Premium is an add-on and requires a base Teams license.
Queues App (for Teams Phone)
Support includes:
- Set up and configure call queues and auto attendants
- Assigning users and managing roles (agents, leads, supervisors)
- Enabling and using features like:
- Opt-in/out
- Call monitoring (Whisper, Barge, Takeover)
- Real-time and historical reporting
- Troubleshooting app access and call routing issues
Note: This feature requires both Teams Phone and Teams Premium licenses.
What Falls Outside of Full CSP Support
While CallTower provides extensive support for Full CSP customers, the following fall outside the Full CSP support scope. For needs outside of this outlined support scope, CallTower does offer Professional Services for MACD work and Extended Support Engagement (ESE) for additional troubleshooting assistance.
Including but not limited to:
- Custom development (Power Apps, Power Automate, Graph API)
- Third-party integrations not managed by CallTower
- On-premises infrastructure (AD, Exchange, etc.)
- Non-Microsoft applications or services
- End-user training or consulting services
- For training needs, please reach out to training@calltower.com
Escalation and Limitations
If a support request involves services outside our scope, we will:
- Notify the customer that the request falls outside the standard support scope as outlined above.
- Recommend contacting Microsoft Support or a certified partner if required.
- CallTower will provide any information we can to assist in this process.
- Provide relevant documentation or guidance on next steps.
- If applicable, CallTower will offer Professional Services or Extended Support Engagement (ESE)
Need Additional Support?
If you're unsure whether your issue falls within our support scope or would like further assistance through Professional Services or Extended Support Engagement (ESE), don't hesitate to contact our support team. We're happy to clarify and guide you to the right resources.