Microsoft

CSP Support Scope

& SLAs

www.techjockey.com
support@techjockey.com
Service Level Agreement (SLA)
This Service Level Agreement (“SLA”) for Microsoft CSP Services is entered between Techjockey
Infotech Pvt Ltd and (CUSTOMER NAME) in connection with services delivered by Techjockey
Infotech Pvt Ltd. recognized as a Microsoft tier-1 Cloud Service Provider.

Based on the terms & conditions set out in this SLA, (CUSTOMER NAME) shall be entitled to receive
following support services for the active Users’ subscription purchased from Techjockey Infotech
Pvt Ltd.

Customer support services

Techjockey Infotech Pvt. Ltd. provides technical and Microsoft account support services for its
customers. This includes the following

• Describe the capabilities of different CSP service

• Response to queries raised w.r.t. pricing and usage of services

• Provide billing and subscription support services provisioning of Microsoft O365

• Installation & configuration of proposed Microsoft O365

• Resolve performance problems, service availability problems or other deployment problems

General Support Activities once the incident is raised to Techjockey

• Check service health for the affected service such as down or degrade

• Use knowledge base to determine and provide resolution for the common & known problems
with the products

• Perform the administrative task to correct missing or poorly configured settings

• Monitor the problem and provide suggestion to prevent it from reoccurring

• Provide support for any billing & usage related problems, service pricing and guidance for
the optimize spending between billing cycles.

• Raise the ticket to escalate customer problems to Microsoft that can't resolve without
Microsoft help
Escalate problems to Microsoft
Although Techjockey is responsible for customer technical and billing support, (CUSTOMER
NAME) might have problems that only Microsoft can solve. These include but not limited to the
following

• Undocumented problems with services that aren't operating according to service descriptions

• Unavailable services

• Bugs and other irregularities that affect service appearance or operation

• Large scale network disruptions

• Regional problems with multi-tenant impact

• Billing disputes

Out of Support Scope

Downtime caused by any of the events noted below will be excluded from the Service Availability

• Customer environment issues affecting connectivity or interfering with the Services, including
connection to the Internet or any other software or equipment, firewall, hardware or security
settings, configuration of anti-virus software or anti-spyware or malware software, or operator
error of User.

• Third-party attacks, hacks, intrusions, distributed denial-of-service attacks or any other third
party actions intended to cause harm to or disrupt the Services.

• Issues related to third party domain name system (DNS) or Domain Name registration errors
or failures.

• Issues related to unavailability of a specific website, web service, web application, or remote
connection for end-users resulting from the reseller's or user actions or third-party actions
such as changes in configuration, scripts or connections, when the service is otherwise
deemed available by Techjockey.

• Scheduled or emergency maintenance of the Services for the customer may not receive
advanced notice.

• Customer internet services or ISP related issues.

In these cases, Techjockey will create a service request in Microsoft Partner Center and escalate
such problems to Microsoft support engineers, manage the communication to (CUSTOMER NAME)
and manage the overall process. Customer can expect a response from Microsoft within 8 hours
for a Severity C request, 4 hours for Severity B, and 2 hours for Severity (as per Microsoft defined
SLAs)
Force Majeure
Where, in spite of its reasonable efforts, Techjockey is unable to perform an obligation due to
circumstances beyond its reasonable control, it shall not be deemed to be in breach of its contract
with the Customer.

Disclaimer
In no event will we be liable for any loss or damage including without limitation, indirect or
consequential loss or damage, or any loss or damage whatsoever arising from loss of data or
profits arising out of, or in connection with, the use of this service.

Nothing herein contained shall constitute a partnership between or joint venture by the parties
hereto or constitute any party the agent of the others. No party shall hold itself out contrary to the
terms of this Section and no party shall become liable by any representation, act or omission of the
other contrary to the provisions hereof. This Agreement is not for the benefit of any third party and
shall not be deemed to give any right or remedy to any such party whether referred to herein or not.

Any dispute arising out of or in relation thereto with this agreement shall be settled amicably
between the parties by way of arbitration as per the Arbitration Act, 1996.

This Agreement shall be governed by and construed in accordance with the laws of India and shall
be subject to the exclusive jurisdiction of courts at Delhi.

Support Operation Hours : 9:00am to 8:00pm IST

Support Contact Details : cloudsupport@techjockey.com

Telephone response
Calls answer rate*: >=90%
Abandoned call rate*: <=10%
Average speed to answer: 60% of calls within 60 sec

*a ballpark estimate of calls received or not received due to uncontrollable reasons by the support
engineer

Email Response
90% of the emails will be responded within 1 hour detailing the case priority or asking for
additional information
SLA for the trouble tickets based on the priority

Severity - 1 Major Incidents (Major Service Down)

Medium Incidents
Severity - 2
(Senior-most Executives or a large number of users affected)

Minor Incidents (Individual users not able to function)

Severity - 3
Service Request

Problem Criticality Support Level User Wise Priority Response Time

High Level 3 Severity A 30 Minutes

Medium Level 2 Severity B 2 hrs.

Low Level 1 Severity C 2 hrs - 4 hrs.

Support Level Description

Microsoft office 365

Filters Help Desk support calls and provide basic support and troubleshooting, such as
password resets, User creation, License assignment, office Installation, Outlook
configuration, Outlook troubleshooting, Office activation, break/fix instructions, ticket routing
and escalation to Level 2 and Level 3 support.

A Level 1 tech gathers and analyses information about the user’s issue and determines the
best way to resolve their problem. Level 1 may also provide support for identified Level 2 and
Level 3 issues where configuration solutions have already been documented.

Microsoft office 365

Level 2 generally handles break/fix, configuration issues, Troubleshooting, User deletion,

User Backup, .pst export/import, Transport rules, Archive Enable/Disable, Mail flow, Skype
issues, Domain Verification, SharePoint issue, Microsoft Teams, MDM, Microsoft Teams,
Logs collections, message trace. They handle escalated issues that Level 1 support is not
equipped to handle. Level 2 will sometimes escalate to Level 3, depending on the issue and
the way the Help Desk operates.
Depending on the Help Desk organization, a level 2 tech may either 1) be limited to only
solving known issues and escalate new issues to level 3; or 2) be authorized to research and
implement fixes for new issues and only escalate to Level 3, if it is out of their skill set or
ability to solve.
 Microsoft office 365

Escalated issues from Level 1 and Level2, Logs observations troubleshooting, configuration,
database administration, Migration issues, any kind of PowerShell scripting work. Besides
always having the ability to deploy solutions to new problems, a Level 3 tech usually has the
most expertise in a company and is the go-to person for solving difficult issues.

Level 3 escalations to Microsoft

These are as per Microsoft defined SLAs.
Minimal business impact (Severity: C): < 4 Business hour
Moderate business impact (severity: B): < 2 business hour
Critical business impact (Severity: A): < 1 business hour

Escalation Matrix

General Support : cloudsupport@techjockey.com

Support Escalations
Basant Kumar : +91-8527304466
basant@techjockey.com

Billing Support
Yugul Arora : +91-8826504266
yugul@techjockey.com