How to configure and use the Microsoft CSP Support Offer?

Introduction

This article describes the Microsoft CSP Support Offer — a special Offer type on the Platform that provides foundational support for the Customer's Microsoft environment and, after purchase, provisions a GDAP (Granular Delegated Admin Privileges) relationship between the Seller and the Customer. The article explains the benefits of the Microsoft CSP Support Offer, what GDAP is and how it is created, how the Offer is configured for a Seller, and how the Customer purchases it and what happens after the Order is placed.

In this article:

• What is the Microsoft CSP Support Offer?
• Benefits
• What is GDAP?
• Enabling the Offer for a Seller
• Support plans
• Purchasing the Offer from the catalogue
• Order and provisioning flow
• Active Subscription
• Reporting on assigned GDAP

What is the Microsoft CSP Support Offer?

The Microsoft CSP Support Offer is a free-of-charge service Offer on the Platform that positions the Partner as the Customer's trusted Cloud Solution Provider and first point of contact for Microsoft Azure and Microsoft 365 Subscriptions. After purchase, the Offer provisions a GDAP relationship in Microsoft Partner Center, granting the Seller the agreed administrative roles on the Customer's Microsoft tenant.

The Customer Price for the Offer is always 0.00 — the Microsoft CSP Support Offer is a delivery mechanism for the support service and the GDAP relationship, not a billable product line.

Benefits

Purchasing the Microsoft CSP Support Offer gives the following benefits:

• First-line support on the Platform — the support requests are raised directly to the Partner Support, instead of contacting Microsoft support separately.
• Troubleshooting and escalation — the Platform Support troubleshoots issues, and escalates to Microsoft only when necessary. This consolidates the support workflow and avoids splitting the case between multiple support channels.
• Time and resource savings — the Customer does not need to maintain a direct support relationship with Microsoft for routine incidents, license administration, or user management questions.
• Granular administrative access — the resulting GDAP relationship gives the Partner exactly the roles required to deliver the service, with no over-provisioning of permissions.

What is GDAP?

GDAP (Granular Delegated Admin Privileges) is the Microsoft mechanism that lets a Partner assume specific Microsoft Entra roles on the Customer's tenant for a defined period, rather than receiving full-tenant administrative rights. GDAP is created in Microsoft Partner Center under the Admin relationship configuration, where the Partner defines:

• The Admin relationship name, visible to the Customer when they accept the request.
• The Duration in days for which the access is granted.
• The Requested Microsoft Entra roles — the precise roles the Partner wants to assume on the Customer's tenant.
• Optional Auto Extend behaviour at the end of the duration.

The Microsoft CSP Support Offer automates this configuration: the Admin relationship, the security groups, and the Microsoft Entra roles agreed with the Partner are bundled into the Offer and applied automatically when the Customer accepts the relationship.

Enabling the Offer for a Seller

The Microsoft CSP Support Offer is fully customisable per Partner. The configuration is not self-service — to enable it, the Partner must contact Appxite Support to evaluate the request and create the Offer in the Product Management tool.

Steps to enable the Offer

1. The Partner contacts Appxite Support and submits the request to enable the Microsoft CSP Support Offer.
2. The Partner shares the desired configuration with Platform Support:
   • Admin relationship name — the name visible to the Customer on acceptance.
   • Duration in days — how long the GDAP access remains valid.
   • Requested Microsoft Entra roles — the precise roles the Seller needs.
   • Any additional Support plan definition (see below).
3. Platform Support evaluates the request and creates the corresponding Offer in Product Management.
4. Once configured, the Offer is added to the relevant Catalog by the Partner so that Customers can purchase it.

Support plans

The Offer can be configured with one or more Support plan variants, defined during the request to Platform Support. Each variant carries a different scope of Microsoft Entra roles and corresponding service level. Typical examples:

• Basic — the standard support scope with a baseline set of Microsoft Entra roles, suitable for routine license administration, user management, and incident submission.
• Premium — an extended scope built per Seller request. Platform Support can include additional Microsoft Entra roles (for example, around 10 extra roles for broader administrative coverage), extended duration, and other elevated benefits — among them ASfP (Advanced Support for Partners), a paid Microsoft service that provides a Partner Success Account Manager and prioritised technical support from Microsoft for the Seller's organisation and its Customers.

When more than one Support plan is configured for the Offer, the Customer selects the desired plan from the Support plan dropdown on the Offer page before placing the Order. The role set, naming, and number of plans are not fixed — Sellers can design bespoke variants in agreement with Platform Support.

Purchasing the Offer from the catalogue

Once the Offer is configured by Platform Support and added to the Catalog, the Customer purchases it like any other Offer on the Platform:

1. Open the Product Catalog and locate the Microsoft CSP Support card.
2. Select View offers on the card.
3. On the Offer page, review the description and select the desired Support plan (if more than one is available).
4. Select Buy now to add the Offer to the cart.
5. Proceed through checkout and place the Order. The Customer Price is always 0.00.

Order and provisioning flow

After the Order is placed, it enters the Platform's provisioning flow. The status moves through the following stages:

1. Order provisioning started — the Admin relationship request is generated in Microsoft Partner Center based on the Offer configuration (roles, duration, relationship name) and automatically sends the acceptance link to the Customer. No action is required from the Seller or the Platform user at this stage.
2. The Customer opens the link they received and accepts the new Admin relationship on the Microsoft side. This step must be performed by the Customer Administrator— it cannot be completed by the Seller.
3. Order finished — as soon as the Customer Administrator accepts the Admin relationship, the Order status changes to finished, the GDAP roles become active, and the corresponding Subscription appears on the Customer's active Subscriptions list.

Active Subscription

Once the Order reaches the finished state, the Microsoft CSP Support Subscription appears in the Subscriptions grid with status Active. From this point on, the Seller can use the assigned GDAP roles on the Customer's tenant and deliver first-line support through the Platform.

The Subscription row reflects the configured values:

• Status — Active once the Admin relationship is accepted.
• Quantity — typically 1 for the support relationship.
• Billing Cycle — aligned with the Offer configuration (for example, Every 12 months).
• Price — 0.00 in the Customer's currency.

Reporting on assigned GDAP

The GDAP Report in the Disti Portal gives Distributors a consolidated view of all GDAP relationships across their Sellers and Customers, including expiry timelines, auto-extend status, and relationship health. For full details, see GDAP Report.

Summary

The Microsoft CSP Support Offer is a free, fully customisable service Offer that positions the Platform as the Customer's first-line support for Microsoft 365 and Azure Subscriptions, and provisions a GDAP relationship with the agreed roles, duration, and Admin relationship name. Configuration is handled by AppXite Platform Support in Product Management; the Partner submits the desired Microsoft Entra roles, duration, and Support plan structure (for example, Basic, or Premium). Once published in the Catalog, the Customer buys the Offer like any other — selecting View offers, Buy now, and placing an Order with price 0.00. After the Customer Administrator accepts the Admin relationship link, the Order finishes, GDAP access becomes active, and the Subscription appears in the active Subscriptions list. Termination of the relationship from the Platform is not currently supported, and dedicated GDAP reporting is being prepared.

Related content

• GDAP Report