Scope of Support - Non-Cloud Service Partner (CSP)

Scope of Support - Non-Cloud Service Partner (CSP)

Goal

This article defines the support scope for customers who do not receive any Microsoft 365 licensing through CallTower (Non-CSP customers). These organizations retain licensing and administrative ownership directly with Microsoft or another provider.

CallTower's Non-CSP support scope is restricted to specific services contracted through CallTower, such as Direct Routing or voice service integration with Microsoft Teams, where applicable.

Non-CSP Support

What We Don't Support

• CallTower does not provide support for any Microsoft 365 features or services outside of the voice components it manages, including:
• Microsoft Teams core collaboration tools (chat, meetings, apps, etc.)
• Microsoft 365 services (Exchange Online, SharePoint, OneDrive, Entra ID, etc.)
• Microsoft Office app installation, licensing, or usage
• Teams Admin Center access or license assignments
• Microsoft service outages or incidents
• Billing or licensing issues related to any non-CallTower provider
• Device management (Teams phones, headsets, peripherals)
  • (Devices purchased through CallTower will still receive hardware support)
• Any Microsoft license management

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.