By Clay Westbay, VP of Support and Delivery, Synergy Technical.
Choosing a Cloud Solution Provider (CSP) isn’t just a procurement decision—it’s a support decision. And in today’s Microsoft ecosystem, where Enterprise Agreements are becoming the exception rather than the rule, that support matters more than ever.
Let me explain.
What Happens When You Have 500 Seats of Microsoft 365 E5—But No EA?
It used to be simple: if you had 500+ users, you were likely in an Enterprise Agreement with direct access to Microsoft support through a Premier Agreement. You probably had an assigned TAM, escalation paths, and predictable (if not always responsive) service.
But Microsoft’s shift to CSP means that many customers with significant Microsoft investments—hundreds or even thousands of seats—are no longer eligible for Enterprise Agreements. They're now being steered toward CSP. And in the CSP model, your partner becomes your support lifeline.
So ask yourself: If your admin console locks you out, a licensing issue disables key users, or you’re unsure how a change affects compliance—who do you call? And how fast do they respond?
Read The Ultimate Guide: What is Microsoft CSP?
The Cheapest CSP Might Cost You the Most
We see it all the time. A customer chooses a low-cost CSP reseller thinking, "It’s just licensing—we’ll save a few dollars per user." Then something breaks. Or a licensing audit pops up. Or a deployment stalls because the support is slow, generic, or nonexistent.
Here’s the truth: Support is where your CSP earns their keep.
- Can they get someone certified on the phone the same day?
- Do they understand Microsoft licensing nuances across security, compliance, and cloud?
- Are they empowered to escalate and resolve—without bouncing you around?
If the answer is no, that discount you got isn’t saving you anything—it’s costing you time, productivity, and confidence.
What to Look for in a CSP (Beyond the Price Per Seat)
If you’re shopping for a CSP, or considering a transition from your current partner, here’s what you should be looking for:
Microsoft Product Expertise
Your CSP should have certified licensing professionals and engineers who live and breathe the technology—not just the price sheet.
Certified Technical Support
Support shouldn’t stop at creating a ticket. Your provider should have engineers who are certified in the technologies they support—Microsoft 365, Azure, Defender, Intune—so they can resolve issues quickly and correctly the first time.
Responsiveness and Escalation Paths
You shouldn’t have to wait 2-3 business days to get help. We believe most issues should be acknowledged within hours and resolved as quickly as possible.
Proactive Guidance
Are you getting notified when Microsoft licensing changes affect your environment? Are you being advised on how to reduce spend without reducing value?
Dedicated Support Contacts
Generic ticket portals won’t cut it. You should know who to call—and they should know your environment.
What You Deserve: Enterprise-Level Support, Without the EA
At Synergy Technical, we support customers with 100 users and 10,000 users the same way: with urgency, ownership, and deep Microsoft expertise. We’ve built our support model around what we would want as a customer. That means:
- Fast, human responses—not just auto-acknowledgements
- Direct access to certified Microsoft engineers
- Certified support in the products we sell—you’ll never be handed off to someone learning on the job
- Ongoing strategic check-ins to prevent issues, not just respond to them
We’re not the cheapest CSP in the market. But we are the partner customers stay with, because we deliver value far beyond the licensing line item.
Final Thought
If your business is running on Microsoft 365 and you’re no longer in an Enterprise Agreement, your CSP isn’t just a reseller. They’re your front line for support, your advisor on spend, and your partner in resilience.
So ask yourself: When something breaks, do you know who to call—and how long you’ll have to wait?
If the answer isn’t immediate and confident, it’s time to rethink who you trust with your Microsoft investment.
Ready to transform your licensing strategy? Contact us today to schedule a consultation, learn more about the Microsoft CSP licensing benefits, or start optimizing your Microsoft cloud services with a trusted partner by your side. Let’s modernize your cloud journey together!
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