At KAMIND, we resolve most Microsoft 365, Azure, Security, and licensing issues directly without involving Microsoft. Occasionally, however, a situation requires escalation to Microsoft’s support engineers or product teams.
To ensure transparency, we want our clients to understand when Microsoft support charges may apply and how they are handled.
When Is a Microsoft Support Case Needed?
A Microsoft support case is typically opened only when:
- The issue requires access to Microsoft’s engineering resources.
- The problem appears to originate within Microsoft’s cloud platform or backend services.
- Additional diagnostics can only be performed by Microsoft.
- A business-critical issue requires direct vendor involvement.
In most cases, KAMIND exhausts normal troubleshooting options before escalating an issue to Microsoft.
How Charges Are Handled
When a billable Microsoft support case is required, the following charges may apply:
Microsoft Support Incident Fee
- Current Microsoft support ticket fee: $650 per ticket submission
This fee is charged by Microsoft and passed through to the client with no markup.
Microsoft Escalation Management Fee
- Fee: $100 per ticket submission
This fee covers:
- Opening and managing the Microsoft case
- Collecting diagnostic information
- Coordinating with Microsoft engineers
- Communicating updates
- Documenting the resolution
Additional engineering labor may apply if substantial remediation or project work is required. When practical, we will communicate those costs in advance.
Client Authorization Policy
KAMIND believes clients should have visibility into significant third-party support expenses.
Before opening a Microsoft support case that may result in billable charges, we will make reasonable efforts to obtain client approval and explain:
- Why escalation is necessary
- The anticipated costs
- The potential impact of delaying escalation
Emergency Situations
In rare cases involving business continuity, security, or service availability, KAMIND may open a Microsoft support case before receiving formal approval if immediate action is necessary to protect client operations.
Should this occur, we will notify the client as soon as reasonably possible and provide a clear explanation of the issue and associated charges.
If the Issue Is Microsoft’s Fault
If Microsoft determines the issue is caused by a product defect or service-side problem and issues a credit or refund, KAMIND will pass the applicable credit through to the client.
Frequently Asked Questions
Will every Microsoft-related issue result in a support charge?
No. Most Microsoft-related issues are resolved directly by KAMIND without opening a Microsoft support case.
Will KAMIND obtain my approval first?
Yes. Whenever practical, we will obtain approval before opening a billable Microsoft support case.
Is the Microsoft fee marked up?
No. Microsoft’s support fee is currently passed through at cost.
Why does KAMIND charge an Escalation Management Fee?
Managing a Microsoft support case requires coordination, documentation, communications, and ongoing follow-up with Microsoft. The fee helps cover those activities.
Can I decline a Microsoft escalation?
Yes. However, declining escalation may limit available troubleshooting options and could delay resolution of Microsoft-specific issues.
Questions?
If you have questions regarding Microsoft support escalations or billing, please contact the KAMIND team. We’re happy to discuss the most effective and cost-conscious path to resolution.
