Microsoft Azure CSP Product Support Services

Last Updated:  July 30, 2025 

PROPRIETARY NOTICE: The information contained in this document is provided to the recipient in confidence and is intended solely for the authorized use of the recipient. It may not be disclosed, reproduced, or used for any purpose other than as expressly authorized in writing by The IT Strategists, LLC. 

1. SUPPORT SERVICES AGREEMENT 

The Cloud Product Support Services (Support Services) that The IT Strategists, LLC (TIS) provides to you (Client) are subject to the following terms and conditions. TIS reserves the right to update and modify these terms and conditions at any time without notice to you. By accepting the Support Services, you acknowledge and accept the terms and conditions herein, and TIS commits to delivering the Support Services as outlined. TIS reserves the right to employ contractors or external staff for the effective delivery of these Support Services. 

2. OVERVIEW 

TIS will deliver Support Services based on the support tier selected by Client, with Microsoft CSP cloud services tenants and subscriptions purchased through and linked to TIS. Depending on the selected support tier, the Support Services will include cloud services, help desk support, and escalation management, progressing through resolution as specified in these terms and conditions. 

Please note that perpetual, on-premise CSP software licenses and issues related to software running on operating systems, virtual machines, or local machines are not covered under the Support Services. Additionally, the following services are excluded from the Support Services but may be available under a separate statement of work:  custom help desk procedures, white-labeled services, proactive managed services, third-party appliances, third-party applications, migrations, local infrastructures, upgrades, updates, rollouts, custom code, API development, architectural design, training, and consulting. 

3. DESCRIPTION 

TIS will provide Support Services based on the support level chosen by Client. The available support options are as follows: 

Foundation 

Under Foundation support, TIS will provide support from 8:00 AM to 6:00 PM Central Time (U.S. and Canada) (Business Hours), Monday through Friday, exclusively to the TIS CSP Client. After-hours support is not included, and Client is instructed to contact TIS during Business Hours for assistance. Foundation support for Modern Workplace cloud products and Azure is offered free of charge to Client. The Support Services included with Foundation support are as follows: 

1. 1. Business Hour Support for the Client via Email only.
   2. Microsoft escalation support for issues with minimal business impact (Severity C – Important), with response within <4 business hours and resolution tracking. 

Optimizer 

Under Optimizer support, TIS will provide 24x7x365 support (24x7x365) exclusively to the TIS CSP Client. Optimizer support for Modern Workplace cloud products is available on a per-license basis. For Azure,  Optimizer support must be purchased per end-user organization tenant. The Support Services included with Optimizer support are as follows: 

1. 1. 24x7x365 support for Client via telephone, email, and chat.
   2. Microsoft escalation support, including up to maximum Severity A for critical business impact, with resolution tracking. 

Champion 

Under the Champion support, TIS will provide comprehensive 24x7x365 support to Client. To access Select support for Modern Workplace cloud products, it must be purchased on a per-license basis. For Azure, Champion support is purchased per end-user organization tenant. The Support Services included with Champion support are as follows: 

1. 1. 24x7x365 support for Clients via telephone, email, and chat. 

1. 1. Microsoft escalation support includes up to a maximum Critical business impact (Severity A – Critical): <1 hour, with resolution tracking. 

4. TERMS & CONDITIONS 

The terms and conditions of the Microsoft Cloud Agreement, Client’s Master Consulting Services Agreement with TIS (MCSA), and any applicable Project Assignment under the MCSA apply. Support Services will begin upon receipt of a valid order. Optimizer and Champion Support Services will automatically renew each month via monthly recurring invoicing until canceled by Client. 

These terms and conditions are subject to change. When TIS updates these terms and conditions, TIS will update the date at the top of this page. In such an event, Client may terminate the Support Services upon written notice to TIS, or, if Client does not provide such notice, TIS will continue to provide Support Services under the updated terms and conditions.