What is NOT included in Westcoast Support?

Much like Microsoft, there are support boundaries (referred to as "out of scope"). A list of examples of what is defined as out of scope includes, but is not limited to:

Licences not purchased via Westcoast

Please see the guidance provided by Microsoft:

DNS

• Westcoast confirms that the cause of the issue is a DNS issue. This is usually managed by the partner or an external DNS hosting provider. Microsoft and Westcoast provide troubleshooting steps to assist in diagnosing DNS issues.

Localised Network Issues

• Where localised network performance has been affected by the deployment of Office 365. A list of network planning and best practices can be found here: Microsoft Networking and Migration Best Practices

Individual Client Office Issues

• Where errors and issues are experienced by individual users on a PC or laptop. Microsoft and Westcoast provide troubleshooting steps to assist in diagnosing issues experienced in the Office suite (e.g., Word, Excel, and PowerPoint) with a 'best effort' approach. In these cases, however, beyond these steps and tools, a support case should be raised via Assisted Support as they are not supported via CSP.
• Individual client issues are difficult to pin point, as in most cases only one/a few users are affected. After troubleshooting from Westcoast and Microsoft, the end resolution could be to re-install the operating system and Office suite. 
  
  Operating System Issues

• Where errors and issues are experienced by individual users on a PC or laptop. Issues diagnosed as due to Operating System errors should be raised directly to Microsoft Business Support
  

Apple and Android App Support

• All Apple and Android app device support must be raised directly with the respective support service on the device in question. As instructed by Microsoft, the user should:
  
  "Reproduce the problem you are having, and then tap Settings -> Help -> Contact Support."
  

Reseller Partner Accounts

• WestcoastCloud has no access to support Reseller Partner Centre accounts, any issues around these will need to be directed to Microsoft. Phone: 0344 800 6006 Option 1. This is due to WestcoastCloud having no access to this side of Microsoft; Reseller Partner Accounts are created outside of CSP support
• MPN Issues: If a reseller has any MPN issues, these need to be dealt with by Microsoft on the telephone: 0344 800 6006: Option 4

Further Microsoft telephone numbers can be located here.

Migration - Microsoft Out of Hours High Priority Calls

• Migration service requests cannot be raised as high-priority service requests, as this is not caused by a Microsoft outage. Therefore, during the planning stage of the migration, it is good practice to ensure that a service request is raised so an engineer can be available to assist in the appropriate time zone.

 Root cause Analysis 

• Westcoast Support provides a break/fix service. Where an issue has been investigated and resolved but a root cause analysis is required, this may be a chargeable service. 
• The cause of the issue may be offered during diagnosis; however, it is not guaranteed for every support case. If root cause analysis is required, please visit this site.

  Visual Studio

• Visual Studio is not covered under CSP support, WestcoastCloud will make the best efforts to resolve the issue but cannot guarantee a resolution
• Visual Studio is out of scope for Microsoft support, cases cannot be raised via WestcoastCloud to go to Microsoft 

Partner Centre issues 

• Westcoast's support agreement is with the Office 365 support team. Regrettably, this means that we do not have any support agreement with the team that deals with Partner Centre issues.
• Examples of these issues are: 
  • CSP refunds
  • Software licencing SKUs (e.g.: missing keys, licencing errors, activation errors) 
  • Any Reseller/Microsoft relationship aspects (e.g.: incentives, partner competency errors) 
  • Any CSP invite errors 
• If resellers require any support on the above functions, they will need to log a support ticket in the Partner Centre.
• If the reseller does not have a Partner Centre account, then we will log a ticket for you, however, we will put the reseller contact details as the primary contact. 
• We must make all partners aware that we have no escalation path for this area of support. Additionally, this team does not have any SLA's, so unfortunately, we cannot make any guarantees of the time taken to respond to these errors.