This article summarizes Ingram Micro's Scope of Support for common Microsoft scenarios. Please note that this article is not a comprehensive list.
TABLE OF CONTENTS
Microsoft CSP/NCE Cloud | |
Product | Microsoft CSP/NCE Commerce (Office 365) and Enterprise Mobility Suite) |
Support Provide: | Product break/fix support—Triage, troubleshoot & resolve. |
Process/Notes | Ingram Micro offers break/fix support for the following CSP and NCE Cloud issues.
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If Vendor Technical Support can't resolve the issue |
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Microsoft Azure | |
Product | Azure/Entra ID |
Support Provided | Product break/fix support—Triage, troubleshoot & resolve. |
Process/Notes | Ingram Micro offers break/fix support for the following Azure issues. |
If Vendor Technical Support can't resolve the issue |
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Microsoft Out of Scope
This is not a comprehensive list but rather a starting point. Please note that cases involving on-premise components may fall outside the scope. Ingram Micro's Vendor Technical Support assists with break-fix issues within Microsoft products' cloud functionality.
As a CSP reseller, Ingram Micro is responsible for educating end customers about the products. We provide break/fix support to both our partners and end customers. However, Ingram Micro does not offer product functionality education for our resellers or end customers.
Product / Area | Scenario | Support Route |
Microsoft On-premise Technology or hardware | Problems related to non-cloud software or the physical computer equipment and devices housed and managed within an organization's facilities. | • Contact Microsoft via the Services Hub. |
New Configuration Set Up | It involves establishing new settings, preferences, or systems to tailor software, hardware, or a network to meet specific needs or conditions. | • Contact Microsoft via the Services Hub |
Proactive Services - Assessment | Customers would like an assessment of their environment. | • Open a case with Microsoft: Pay-Per Incident Support |
Workshops | Microsoft offers training programs. | • Open a case with Microsoft: Pay-Per Incident Support |
Configuration | How to set functions in an environment | • Open a case with Microsoft: Pay-Per Incident Support |
Root Cause Analysis | When a customer wishes to understand the reason behind a product failure | • Contact Microsoft via the Services Hub |
Tenant Lockouts | When a customer is unable to access their tenant for various reasons. | • Contact Microsoft via the Services Hub. |
Operating Systems | Windows functionality is not working. | • Contact Microsoft via the Services Hub |
Cyber Security Events | Incidents where the security of information systems, networks, or data is compromised, threatened, or breached through malicious activities.
| • For assistance, please contact a Microsoft Security Partner. |
Advisory (how-to) tickets | Instructions and guidance on how to complete a task or use a product. | Open a case with Microsoft: Pay-Per Incident Support |