AZURE & MICROSOFT 365 PREMIER SUPPORT
Get the Right Support for Your Microsoft Cloud
Keep your Azure and Microsoft 365 environment running with responsive break-fix support, structured case management, and escalation to Microsoft when required.
Through CUBEANGLE and Ingram Micro’s Premier Support, eligible customers receive technical assistance for supported.
Operate Your Microsoft Cloud with Greater Confidence
Cloud incidents can affect users, business processes, applications, and critical services. Having access to a structured support process helps ensure that issues are classified correctly, investigated efficiently, and escalated when necessary.
CUBEANGLE helps coordinate support for eligible Azure and Microsoft 365 products procured through our platform partnership.
Break-Fix Technical Support
Receive assistance when a supported Azure or Microsoft 365 product is not operating as expected.
Microsoft Escalation
Eligible cases can be escalated to internal support teams or Microsoft when further investigation is required.
Severity-Based Response
Cases are prioritized based on the number of users affected and the level of service disruption.
Guided Case Management
Support teams collect the technical details, logs, impact information, and environment data required to investigate the issue.
What Is Covered by Premier Support?
To qualify for Premier Support, the reported issue must generally be a break-fix issue involving an eligible Azure or Microsoft 365 product.
What is a break-fix issue?
A break-fix issue occurs when a supported Microsoft cloud product or service:
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Was previously working and has stopped working
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Is unavailable or degraded
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Is producing unexpected errors
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Is missing expected functionality
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Is preventing users from completing normal business activities
Examples of eligible issues
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An Azure service is unexpectedly unavailable
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Users cannot access an eligible Microsoft 365 service
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A cloud resource is producing an unexplained service error
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A supported feature is no longer working as expected
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A production cloud service is significantly degraded
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A Microsoft-side issue requires investigation or escalation
Premier Support is intended for technical break-fix incidents. Implementation, development, migration, architecture, and project-delivery work may require a separate professional-services engagement.
Your premier Support Experience
1. Submit Your Request
Contact the support team through the approved support portal, email address, or help desk channel.
2. Classify the Impact
The case is assigned a severity based on the number of users affected and the level of service disruption.
3. Collect Technical Information
The support team provides the appropriate Microsoft support template and gathers the information required for investigation.
4. Investigate and Escalate
The support team investigates the issue and, when necessary, escalates the case to internal teams or Microsoft.
5. Track Through Resolution
The case remains active while troubleshooting, updates, and next steps are coordinated with the customer.
Case Severity / Response Times
Severity | Impact | Service Condition |
|---|---|---|
C — Standard | One user or a limited group is affected | Missing functionality or isolated issue with no complete loss of service |
B — High | Multiple users are affected | Service is degraded, but the product or service remains partially operational |
A — Critical | All users or a major business operation are affected | Total loss of service or a business-critical cloud service is unavailable |
