Microsoft Partner Enterprise Support Services
Why Support Performance Is Now a Commercial Imperative
With the introduction of the Support Services Designation, support is now subject to ongoing audit requirements that directly impact partner eligibility, incentives, and customer trust.
Partners must demonstrate repeatable, enterprise-grade support delivery across Microsoft workloads, supported by measurable performance outcomes, governance, and operational maturity. For many, meeting and sustaining these requirements at scale creates a time-sensitive commercial challenge.
TeKnowledge operates at this level of maturity today. A trusted Microsoft support delivery partner since 2017, we deliver Microsoft enterprise support built for designation compliance through 24×7 global operations, more than 2,300 technical experts, and governance and escalation controls proven across complex enterprise workloads.
What Microsoft Now Requires From Partners
To qualify and remain eligible, partners must satisfy third-party audit criteria across four dimensions, each evaluated through a rigorous assessment.
Capability & Coverage
Support delivery infrastructure across all workloads with skilled staff and 24×7 operations
Performance & Escalation
Sustained low case rates with governed escalation paths and limited dependency on Microsoft
Customer Experience
Validated CSAT measurement and governance
Operational Maturity
Documented processes, quality assurance systems, and governance
The Commercial Impact for Microsoft Partners
The shift to auditable support performance has material business implications:
- Eligibility risk for Microsoft incentives and programs
- Higher operational costs driven by escalations and reactive support models
- Increased scrutiny from customers evaluating partner credibility
- Competitive disadvantage for partners slow to adapt
Partners that act early can establish credibility, align to Microsoft incentives, and differentiate while the designation remains a strong market signal of support maturity.
The Challenge:
Scaling Support to Meet Microsoft’s Bar
Few partners have the staffing density, technical support staff, tooling, and governance required to sustain Microsoft designation thresholds across Azure, Microsoft 365, Dynamics, and Security.
Building this capability internally typically requires:
$1.5M–$2.4M
in annual fixed costs to staff, certify, and operate enterprise-grade support
12–18 months
implementation timeline to reach audit readiness
6–8 senior hires
across workloads to achieve true 24×7 coverage
Ongoing Variable Costs
Continuous investment in staffing, certification, tooling, and governance
Designation-Ready Microsoft Support, Available Today
How TeKnowledge Helps Partners Accelerate Audit Readiness and Reduce Support Risk
TeKnowledge delivers Microsoft enterprise support designed for designation readiness, enabling partners to accelerate audit preparedness, sustain performance, and reduce operational risk.
Our support operations include L0–L3 coverage across Azure, M365, Dynamics, and Security, delivered through follow-the-sun global operations that provide scalable capacity quickly.
Our support model enables partners to:
- Achieve auditable support performance fast, supported by a 94% initial response rate within SLA targets, sustained through demand variability
- Maintain consistent quality across Microsoft workloads and regions, with 78% of cases resolved within seven days
- Reduce escalations and operational volatility, through governed escalation controls and proactive case management
- Protect incentive eligibility and customer trust, backed by 98%+ CSAT supported by validated measurement methodologies
TeKnowledge is an independent Microsoft partner. Designation attainment and incentives are determined solely by Microsoft based on partner performance and audit results.
Delivered as a seamless extension of your brand
TeKnowledge enables partners to align to Microsoft’s support standards without rebuilding internal support operations from scratch.
Flexible Engagement Models
Enterprise Outsourced Support
TeKnowledge delivers white labeled end-to-end L0 through L3 support. As an extension of your organization and working closely with your leadership team, we operate the support function in alignment with your customer relationship strategy, brand experience, and commercial engagement.
Co-Delivered Support Services
Extend your support capacity by outsourcing defined customer segments, support tiers, or technology workloads. This enables your team to stay focused on top customers and core areas of expertise, while we handle overflow, escalations, and complex technical issues behind the scenes.
