As a Cloud Solution Provider (CSP) transacting partner you are responsible for customer success. How you go about providing support is up to you. Some partners will build their own support organization and provide it directly, others may work through an Indirect Provider, or collaborate with another partner. As part of the CSP program, Microsoft provides the ability for partners to create support requests (SR) with Microsoft when they encounter an issue that cannot be resolved without assistance from Microsoft. The CSP support benefit covers Microsoft Azure, Microsoft Dynamics CRM Online, Microsoft Intune, Enterprise Mobility Suite (EMS) and Microsoft Office 365.