microsoft cloud platform service service description sd062

Commercial in confidence

Microsoft Cloud Platform

Service

Service Description

SD062

Microsoft Cloud Platform Service | Section 0 |Table of Contents

Softcat plc | Fieldhouse Lane, Marlow, Bucks, SL7 1LW | Commercial in Confidence 2


Document Control

Version Completed by Date 1.0 Lance Williams 8th November 2016 2.0 Paul Todd 17th January 2017 3.0 Diane Fawkes 24th February 2017 4.0 Lance Williams 8th March 2017 4.1 Lance Williams 21st March 2017 4.2 Diane Fawkes 23rd March 2017 5.0 Lance Williams 17th November 2017 5.1 Kerry Stratton 19th February 2018 5.2 Kerry Stratton 18th April 2018 5.3 Diane Fawkes 23rd July 2018 5.4 Diane Fawkes 10th August 2018 6.0 Amanda Morel 29th January 2019 6.1 Amanda Morel 6th June 2019 6.2 Amanda Morel 25th September 2019 6.3 Amanda Morel 20th November 2019 6.4 Amanda Morel 18th February 2020 6.5 Megan Creed 28th April 2020

Prepared by

Name Position Lance Williams Head of Services Portfolio Management

Paul Todd Services Commercial Manager Diane Fawkes Lead Services Portfolio Manager Kerry Stratton Services Portfolio Manager Amanda Morel Services Portfolio Programme Manager Megan Creed Services Portfolio Development Manager

Microsoft Cloud Platform Service | Section 0 |Table of Contents



Table of Contents

Table of Contents 3

1. Service Overview 4

1.1. Service summary 4

1.2. Service feature table 5

1.3. Support detail 5

2. Service Detail 8

2.1. Microsoft Online Services 8

2.2. Cloud Availability Support 8

2.3. Microsoft 365 Support 8

2.4. Microsoft Azure Support (Optional Add-On) 9

2.5. Service Desk 9

2.6. Service Management 10

2.7. Service Manager (Optional Add-On) 10

3. Service Levels 11

3.1. Microsoft Online Services 11

3.2. Service Levels for Service Desk 11

4. Customer responsibilities 12

4.1. Microsoft Online Services (including Cloud Availability Support & Microsoft 365 Support) 12

4.2. Service Desk 12

4.3. Service Manager (Optional Add On) 13


5. Notable exclusions 14

5.1. Microsoft Online Services (Including Cloud Availability Support & Microsoft 365 Support) 14

5.2. Service Desk 14


6. Service acceptance and onboarding 15

7. Service billing and contract term 16

7.1. Microsoft Online Service 16


8. Terms and conditions 19

8.1. Overview of Terms and conditions 19 8.1.1. Data Processing Agreement 19

Microsoft Cloud Platform Service | Section 1 |Service Overview



1. Service Overview

All bold and capitalised terms used throughout this Service Description are described in the Glossary and definition of

terms

1.1. Service summary

Softcat’s Microsoft Cloud Platform Service enables Customers to access and subscribe to Microsoft’s

Online Services supported by Softcat as set out in this Service Description, specifically:

• Providing a means to subscribe to and be billed for Microsoft’s entire services portfolio

(“Microsoft Online Services”, e.g. Office 365, Dynamics 365, Azure, and EM&S)

• Providing support on the availability of all of Microsoft’s Online Services (“Cloud Availability

Support”)

• Providing technical support for Office 365 and EM&S (“Microsoft 365 Support”)

• Providing 24x7x365 access to log support Tickets (“Service Desk”)

• A point of contact and escalation (“Service Management”)

• Providing a named Service Manager, service reviews and service reporting (“Service Manager”

(optional add-on))

• Providing technical support for Microsoft Azure (“Microsoft Azure Support (Optional Add-On)”)

Together, the above comprise the Microsoft Cloud Platform Service, referred to as the Service within

this document.

Optional Add-Ons are chargeable extras and, where required, will be quoted and confirmed on the

Customer Schedule.

Customers can migrate services from existing Subscriptions and Tenancies to their Softcat Microsoft

Online Service. Assistance with migrations to Azure is limited to documented support only.

Customers requiring consultancy or more-detailed assistance should contact their Softcat Account

Manager.

In addition to any terms set out in this Service Description or the Customer Schedule, the following

applies to the delivery of the Microsoft Cloud Platform Service set out in this Service Description:

• Softcat’s Terms and Conditions: UK T&Cs

• Softcat’s Terms and Conditions: Ireland T&Cs

The Microsoft Cloud Platform Service shall be deemed a ‘Managed Service’ for the purpose of the

T&Cs and the relevant UK or Ireland T&Cs shall apply dependent on the Customer’s location.

• Data Processing Agreement: UK DPA

• Data Processing Agreement: Ireland DPA

The relevant UK or Ireland DPA shall apply dependent on the Customer’s location.

• Microsoft Customer Agreement: MCA (in respect of the terms of use for the Microsoft

Online Services)

https://www.softcat.com/documents/glossary-and-definition-of-terms.pdf


https://www.softcat.com/terms-and-conditions/

https://www.softcat.com/terms-and-conditions-ireland/

https://www.softcat.com/documents/Softcat-Services-DPA2019.pdf

https://www.softcat.com/documents/microsoft-online-services-DPA-Ireland.pdf

https://www.microsoft.com/en-us/licensing/product-licensing/products




1.2. Service feature table

Microsoft Cloud Platform Service

Microsoft Online Services

Access to Microsoft Online Services ✓

Monthly-in-arrears billing ✓

Online eCat Portal ordering ✓

Billing and Subscription support ✓

Cloud Availability Support

Microsoft Online Service health status support ✓

Microsoft 365 Support

In-depth remote technical support ✓

Onsite engineer N/A

Service Desk

Log support tickets 24x7x365 ✓

Online support portal to track and log calls ✓

A minimum of 2 authorised contacts ✓

Priority 1 SLA 15 minutes

Service Management

Contact and escalation ✓

Service Manager (Optional Add-On)

Named Service Manager Optional

Service Reports and Reviews Optional

Microsoft Azure Support (Optional Add-On)

In-depth remote technical support Optional

Onsite engineer N/A Requests are acted upon within UK business hours (M-F 0900-1800 excl. BH), or as confirmed in the Customer Schedule "Optional" means a chargeable extra. Where an optional extra is chosen by a Customer, this is confirmed on the Customer Schedule

1.3. Support detail

Supported Products listed below may be identified under two categories based on the available

expertise in Softcat’s Operations Centre:

1. In-depth support: Softcat has in-depth expertise in-house.

2. Reasonable endeavours: Softcat will employ reasonable endeavours to address the subject

matter of the Ticket but will escalate to Microsoft where required.

Office 365 Support

Applications covered by the Microsoft 365 Support:

In-depth support Reasonable endeavours

Office applications & online support ✓

Flow, Forms, Planner, Teams, Delve, Sway support

✓

MyAnalytics, PowerApps, StaffHub, Groups, Video support

✓

Office 365 client support ✓

Windows 10 support ✓




Office 365 Support (Continued)

Services covered by the Microsoft 365 Support:


Exchange Online support ✓

SharePoint Online support ✓

OneDrive support ✓

Skype for Business support ✓

Yammer support ✓

Teams support ✓

Power BI Pro support ✓

Azure Active Directory Premium P1 & P2 support

✓

Intune support ✓

Azure Information Protection P1 & P2 support

✓

Advanced Threat Analytics support ✓

Cloud App Security support ✓

Microsoft Azure Support (Optional Add-On)

Compute products supported by the Microsoft Azure Support


Virtual machines ✓

Virtual machine scale sets ✓

App service ✓

Functions ✓

Azure container service (ACS) ✓

Container instances ✓

Container registry ✓

Batch ✓

Service fabric ✓

Cloud services N/A N/A

Networking products supported by the Microsoft Azure Support


Virtual network ✓

Load balancer ✓

Application gateway ✓

VPN gateway ✓

Azure DNS ✓

Content delivery network ✓

Traffic manager ✓

ExpressRoute ✓

Azure DDoS Protection ✓

Network watcher ✓

IP addressing ✓

Service bus ✓

Database products supported by the Microsoft Azure Support


SQL database ✓

Azure Database for MySQL ✓




Microsoft Azure Support (Optional Add-On) (Continued)

Azure Database for PostgreSQL ✓

SQL Data Warehouse ✓

Cosmos DB ✓

Redis Cache ✓

Data Factory ✓

Azure DB Migration Services ✓

SQL server stretch database N/A N/A

Storage products supported by the Microsoft Azure Support


Storage – Blob, Archive, Queue, File, Disk

✓

Data lake store ✓

Backup ✓

Site recovery ✓

Web & Mobile products supported by the Microsoft Azure Support


App service – web apps, web app for containers, mobile apps, API apps

✓

Content delivery network ✓

Media services ✓

Azure search ✓

Security & Identity products supported by the Microsoft Azure Support


Security center ✓

Azure Active Directory for developers ✓

Key vault ✓

Azure Active Directory ✓

Azure Active Directory B2C ✓

Azure Active Directory Domain Services ✓

Multi-factor authentication ✓

Data & Analytics products supported by the Microsoft Azure Support


HDInsight ✓

Machine learning ✓

Stream analytics ✓

Event hubs ✓

Machine learning ✓

Azure analysis services ✓

Data lake store ✓

Data lake analytics ✓

Data factory ✓

SQL data warehouse ✓

Data & Analytics products supported by the Microsoft Azure Support

✓

Microsoft Cloud Platform Service | Section 2 |Service Detail



2. Service Detail

2.1. Microsoft Online Services

The Softcat Microsoft Cloud Platform Service is limited to the extent set out in this Service Description.

Access, subscription to, and billing of Microsoft’s Online Services are part of Softcat’s Microsoft

Cloud Platform Service. Customers can order access to the Microsoft Online Services through the

eCat Portal.

Where the Microsoft Online Service is metered by End User numbers or seats per month (“Microsoft

Licences”), the quantity can be increased or decreased using the eCat Portal, and where annual

invoicing is selected the quantity can be increased only using the eCat Portal.

Usage and spend reporting for Azure are available via the eCat Portal.

Softcat will need to retain owner or contributor rights an any subscriptions contained within the

Azure plan, if these rights are removed without prior agreement, then the pricing for the affected

subscription will reflect a 5% increase above published RRP (recommended retail price) for

consumed services for the duration that the access is removed, up until the date that it is

permanently reinstated

Softcat will request Delegated Administration from the Customer. Without this, Softcat cannot

provide the Cloud Availability Support or Microsoft 365 Support.

For Office 365, EM&S, or Microsoft 365, Softcat will create and manage Incidents and Service

Requests with Customer Contacts through to either a Microsoft-supported resolution or workaround

to restore service.

For all other Microsoft Online Services, Softcat will advise Customer Contacts on relevant Microsoft

TechNet documentation that could address a technical query.

Where escalation to Microsoft is required, Softcat will submit a case and manage this Ticket with

Microsoft on the Customer’s behalf keeping the Customer Contacts informed.

2.2. Cloud Availability Support

Softcat’s Cloud Availability Support delivers remote, telephone-based support for Customers who

are subscribed to any of the Microsoft Online Services.

The support, accessed via the Service Desk, covers Subscription support and technical support

relating to global service issues affecting the Microsoft Online Services only. Any support provided

beyond the Microsoft Online Service health status is provided as a value-add service and not as an

obligation on Softcat.

2.3. Microsoft 365 Support

Softcat’s Microsoft 365 Support delivers remote, telephone-based expert technical support for

Customers, covering the following Microsoft Online Services:

a. Office 365

https://www.softcat.com/ecat/customer-login




b. Enterprise Mobility & Security, or

c. Windows 10

The in-depth technical support includes troubleshooting, managing and resolution of Customer

logged Incidents, and Service Requests related to the Microsoft Online Services listed above.

Diagnosis of Incidents will be carried out by way of assessing the service health & configuration of

the Microsoft Online Services in the Customer’s Tenancy and, where required, remote access to view

the Incident occurring in the Customer Operating Environment. Should any configuration changes be

required to resolve the Incident these will be supplied to the Customer Representatives so that they

can apply these to the environment. During these changes, Softcat can be available for telephone

support and to offer any advice required.

2.4. Microsoft Azure Support (Optional Add-On)

The Microsoft Azure Support Service Add On is available as an Optional Add-On to Customers who

have purchased an Azure subscription via the Microsoft Cloud Platform Service from Softcat and is

limited to the extent set out in this document.

Softcat’s Microsoft Azure Support Service delivers remote, telephone-based expert technical

support. Softcat will comprehensively support the Customer to the extent that it can be determined

whether any issue being experienced lies with the Azure resource, or not.

The in-depth technical support includes troubleshooting and the management and resolution of

Customer logged Incidents and Service Requests related to Microsoft Azure. These Incidents and

Service Requests are logged via SupportCat, email, or telephone by a Customer Contact.

Diagnosis of Incidents will be carried out by assessing the service health & configuration of the

Microsoft Azure services in the Customer’s Tenancy and where required, remote access to view the

Incident occurring in the Customer Operating Environment.

Should any configuration changes be required to resolve the Incident these will be supplied to the

Customer Contacts so that they can apply these to the environment. During these changes, Softcat

can be available for telephone support and to offer any advice required.

Where required, documentation will be provided by Softcat to support Service Requests so that any

changes can be implemented in the Customer’s environment by the nominated Customer Contacts.

Documentation for implementation will be provided using material supplied by the associated

vendors.

2.5. Service Desk

This Service provides assistance, resolution or workarounds to Customers who manage their estate with in-house support staff and expertise.

Authorised Customer Contacts have access to Softcat’s Service Desk around the clock and on any day

of the year (“24x7x365”). Customer Contacts can raise Tickets for Incidents and Service Requests via

phone, email or the SupportCat portal. Tickets will be actioned within UK business hours (M-F 0900-

1800 excl. Bank Holidays) according to their Priority

Customers should follow the escalation process as outlined in the “Softcat Services Welcome Pack”.




Any investigation or telephone support required to build or implement a recommended solution

following an Incident may be subject to additional costs for Professional Services. The detail of the

engagement will be outlined in a separate Statement of Works, which will be agreed by the

Customer and Softcat. Customers should speak to their Softcat Account Manager for further

information.

2.6. Service Management

The Service Management Team is a point of contact and escalation for any services detailed within

the Customer Schedule. The Service Management Team is available during standard Business Hours

A named Service Manager, Service Report and Service reviews are available. Where requested, this

will be quoted separately and detailed in the Customer Schedule.

2.7. Service Manager (Optional Add-On)

Customers will be assigned a named Service Manager who will produce a monthly Service Report

and deliver Service Reviews. The Service Manager will also act as a point of contact and escalation

for any services detailed within the Customer Schedule during standard Business Hours.

Customers will receive a Service Report via email to an agreed distribution list. The report will detail

performance against pre-defined KPIs and SLAs

Where requested the report can be customised, this is subject to additional charge which will be

quoted separately and detailed in the Customer Schedule.

The Service Manager will undertake a Service Review with the Customer at an agreed frequency

(monthly/quarterly). The Service Review will be used to discuss the Service Report in more detail, as

well as any previously highlighted actions. Meeting minutes will be captured and distributed to an

agreed distribution list.

Microsoft Cloud Platform Service | Section 3 |Service Levels



3. Service Levels

3.1. Microsoft Online Services

Microsoft warrants the Service Levels with the Customer and details on the Service Levels can be

found, as referenced on the MCA, on the licensing section of Microsoft’s website

(http://www.microsoftvolumelicensing.com/DocumentSearch.aspx?Mode=3&DocumentTypeId=37).

Quick access to Microsoft’s Azure-specific Service Levels is available via this

link: https://azure.microsoft.com/en-gb/support/legal/sla/summary/

3.2. Service Levels for Service Desk

Softcat offers a Response Service Level, which is Softcat’s commitment to raise a Ticket against the

Customer’s Incident or Service Request within a given time from the when the report or request is

made to the Service Desk. In the table below, the Service Level column is the percentage of reports

or requests responded to within the Response Service Level metric, for example: 95% of Tickets

logged as a Priority 1 are responded to within fifteen (15) minutes.

The Response Service Level for Incidents and Service Requests is shown in the table below:

Service Level Description Response Metric Service Level

Priority 1 (P1) Business impacted or imminent impact expected within 4 hours; full Customer Site outage; a business-critical system or Supported Product is not working; Customer cannot perform business critical functions; loss of revenue; risk of severe reputational damage; all End Users unable to perform business critical roles.

<15 Minutes 95%

Priority 2 (P2) Partial Customer Site outage; loss of redundancy; a non-business-critical system or Supported Product is down; Customer experiencing a high degradation in service; risk to revenue generation; multiple End Users unable to perform business critical roles.

<30 Minutes 95%

Priority 3 (P3) Single End User issue that prevents them from performing business-critical elements of their role; multiple End Users affected by an identical issue that does not prevent them from performing their roles; reduction in redundancy for business-critical systems.

<4 Hours 95%

Priority 4 (P4) Single User issue that does not prevent them from performing their role or a critical operation; Reduction in redundancy for non-business critical systems.

<4 Hours 95%

Service Request

Service Request (Business hours only 9am – 5pm UK time)

<4 Hours 95%

http://www.microsoftvolumelicensing.com/DocumentSearch.aspx?Mode=3&DocumentTypeId=37

https://azure.microsoft.com/en-gb/support/legal/sla/summary/

Microsoft Cloud Platform Service | Section 4 |Customer responsibilities



4. Customer responsibilities

4.1. Microsoft Online Services (including Cloud Availability Support & Microsoft 365

Support)

a. Accept and observe the terms of the Service Description and Microsoft Customer Agreement

b. In respect of Microsoft Online Services for Office 365, Dynamics 365, and EM&S, the Customer

shall grant Softcat Delegated Administration, so that Softcat can fully support the Customer

by performing tasks such as adding users, resetting passwords, and adding domains.

c. In respect of Azure only, handle service-specific issues on the Azure platform following

confirmation from Softcat that the health of the platform is “green” (meaning that Microsoft

has advised that the Azure platform is operating within normal parameters); for example,

where a website resource is showing as green but a 404 error exists on a page. In this

example, the Customer would be responsible for managing the 404 error.

d. Management of any data uploaded to, stored on or processed using the Microsoft Cloud

Platform Service (“Customer Data”) by the Customer

e. The implementation of any recommendations made by Softcat or Microsoft through the

Cloud Availability Support, Microsoft 365 Support, or Microsoft Azure Support (Optional

Add-On)

f. The Support of Subscriptions of Microsoft Online Services not purchased from Softcat, and

any other products, services or for Microsoft Online Services purchased in any other manner

g. The support of any products or services purchased via the Microsoft Marketplace

h. The support of any non-Microsoft products or services running on the Azure platform i. Configuration of non-Microsoft authored products or services deployed as part of an Azure

VM e.g. the Red Hat Enterprise Linux operating system deployed as part of an Azure VM.

4.2. Service Desk

a. The Customer should ensure that Customer Contacts are skilled in or knowledgeable of the Customer's Operating Environment, have sufficient access rights and be of a sufficient proficiency to apply the recommendations that are provided as part of this service

b. Prior to Service commencement the customer should provide: i. A minimum of two (2), Customer Contacts for the purpose of support and continuity

ii. Any relevant Key Information e.g. models, serials, tenancy, subscription c. When raising an Incident or Service Request the Customer Contact should provide, when

requested by Softcat: i. Valid and applicable serial numbers for the affected Supported Product(s)

ii. Reasonable visibility of system logs, configuration files and error messages iii. Details of software versions and configuration iv. A description of the symptoms and other devices or services impacted v. Confirmation when the issue first occurred and if it has occurred before (where

possible provide previous Ticket references) vi. Details of any recent changes or projects implemented prior to the issue being

raised vii. Details of all fixes, configuration amendments and updates performed already to

attempt to viii. resolve prior to raising the Incident or Service Request

ix. To what extent the issue is affecting operation of the Customer’s business x. The number of End Users impacted and their location

Microsoft Cloud Platform Service | Section 4 |Customer responsibilities



xi. Contact details of the Customer Contact xii. Details of any trouble-shooting steps already undertaken

d. Implementation of best practice recommendations advised by Softcat

e. Direct support for End Users. Customers should ensure the Customer's staff are trained to refer all Incidents to the Customer Contact in the first instance, and not permit persons other than a Customer Contact to approach Softcat to register an Incident or Service Request

f. Provide Thirty (30) days’ notice to Softcat of any requested addition(s) to the Supported Product list

g. Follow the information in the "Softcat Services Welcome Pack" h. Use the service only for the business purposes of the Customer and keep all access

credentials and certificates, which Softcat may provide to allow access to the service, safe and secure, and not share them with any third party without Softcat’s prior written consent

i. Not use or attempt to use or misuse the Services in any way that is criminal or otherwise unlawful in any relevant jurisdiction

j. Configuration changes and upgrades to the Supported Products k. Monitoring and/or management of the Supported Products l. Patching of the Supported Products

4.3. Service Manager (Optional Add On)

Provide email distribution list for the Service Management report


Adhere to the customer responsibilities outlined in the Microsoft Online Services

Microsoft Cloud Platform Service | Section 5 |Notable exclusions



5. Notable exclusions

5.1. Microsoft Online Services (Including Cloud Availability Support & Microsoft 365

Support)

a. Engineer attendance at the Customer’s location

b. Support for free of charge Microsoft Online Services.

The support described in the Service Description relates only to the support provided by Softcat in

respect of the Microsoft Online Services (i) purchased from Softcat via the eCat portal, and (ii) for

which the additional purchase of the Softcat Microsoft Online Service has been made via that same

portal.

On termination of a Microsoft Online Service, neither Softcat nor Microsoft are under any duty to

protect the Customer Data or provide it to a Customer after the termination of the Microsoft Online

Service in/on which that data is held.

5.2. Service Desk

Service Requests for project and design work, including Professional Services.


a. Engineer attendance at the Customer’s location

b. Technical support for Azure as described in this Service Description (exclusion applies to

Indirect Reseller Agreement Customers only. The support provided for Indirect Reseller

Agreement Customers is described in the “Microsoft CSP Indirect Reseller Agreement”)

Microsoft Cloud Platform Service | Section 6 |Service acceptance and onboarding



6. Service acceptance and onboarding

Following receipt of a Customer purchase order, Softcat will confirm the Contract by sending a

Customer Schedule, which is usually undertaken online via DocuSign.

Following the acceptance of the Contract, the Onboarding Period will begin. This is the period in

which any pre-requisite dependencies for the service are completed, for example the collation of the

Key Information. If there is a requirement for any additional assessment of the Customer’s

Operating Environment following Softcat’s receipt of the Key Information, this will be undertaken

during the Onboarding Period.

The Activation Date for the Service will be the day on which the Onboarding Period ends and is

signed off as complete by the Customer, or 5 days after the Onboarding Period has completed

(whichever is the sooner). Where any Key Information requested by Softcat is outstanding at the

Activation Date, Softcat’s obligation to deliver the Service shall be subject to reasonable endeavours.

Shortly after the Customer Schedule is sent, the Customer will receive a “Softcat Services Welcome

Pack” document, which includes key contact details for Softcat, an overview of the escalation

process, and other useful information.

Microsoft Cloud Platform Service | Section 7 |Service billing and contract term



7. Service billing and contract term

The billing frequency will be agreed with the Customer and confirmed on the Customer Schedule.

The Contract Start Date and the Initial Term will be agreed with the Customer and confirmed in the

Customer Schedule.

Where a Supported Product is added during an existing Term of the service, where possible the

support for that Supported Product will co-terminate with the existing contract Term. Where this is

not possible, Softcat will seek to agree a Term with the Customer for the additional Supported

Product(s).

7.1. Microsoft Online Service

The Microsoft Cloud Platform Service is invoiced either monthly-in-arrears or annually in advance.

Service will start on the date the Customer checks the box to accept the terms and conditions of

delivery and completes the checkout process on the eCat Portal to make the purchase of the Microsoft

Online Services (in line with the onboarding process) and will expire on the Customer’s termination of

the Service.

The Customer will enter into a minimum 12-month commitment for Office 365, Dynamics 365, and

EM&S, there is no minimum term for Azure. There is a minimum 1-month commitment for the Azure

Support Optional Add-On

For Office 365, Dynamics 365, and EM&S, pricing is fixed for 12 months from the Contract Start Date

for that Microsoft Online Service. For Azure, pricing for the Microsoft Resources are subject to

change on a monthly basis.

The Softcat Microsoft Cloud Platform Service (and associated Subscriptions) will renew automatically

on the anniversary date (end of the current Term) at the then current service rates. For the Azure

Support Add-On, the service will renew on a monthly basis, from the Contract Start Date.

Once the Microsoft Cloud Platform Service is live, Softcat will automatically capture the count of all

purchased Microsoft Licences (Office 365, Dynamics 365, and EM&S) and consumed Microsoft

Resources (Azure) each month, and shall invoice the service as a per-seat/service-consumed basis, at

the then rates:

• for Office 365, Dynamics 365, and EM&S, those rates agreed at the Contract Start Date; and

• for Azure, at the then-current monthly rate.

As Licences are bought, or Microsoft Resources are consumed, whether increased or decreased in

quantity, the Customer’s monthly invoice will update accordingly the following month. For Azure,

whilst a target budget may be set for expenditure for the Microsoft Online Service, Customers

should be aware that they will be invoiced for actual (not target) usage, and the management of the

usage and consumption is the Customer’s responsibility.

Softcat shall not be liable for the Customer’s consumption or use of the Microsoft Online Services in

excess of any target set; the Customer shall be liable in all circumstances for such costs, whether or




not Softcat have provided warnings of the extent to which the targeted usage or consumption has

been achieved.

Changes to costs of the Microsoft Cloud Platform Service are in line with Microsoft’s price changes;

for Office 365, Dynamics 365, and EM&S these changes are reflected on an annual basis in line with

the Customer’s Subscription dates, and for Azure only on a monthly basis.

Annual-in-advance invoicing is available for all Microsoft Online Services, except:

• Dynamics 365 Enterprise Edition - Additional Portal Page Views

• Dynamics 365 Enterprise Edition - Additional Portal

• Dynamics 365 Enterprise Edition - Additional Production Instance

• Azure

If annual invoicing is selected, the Customer’s Subscription for the Microsoft Online Services selected

shall be invoiced annually.

Customers are unable to decrease subscription seats where annual billing has been selected, additional seats can be added to the annual subscription (for Office 365, Dynamics 365, and EM&S) The additional annual seats will be invoiced pro-rated at the next billing cycle. The pro-rated charge will be calculated from the price as stated on the Customer Schedule.

Changes to costs of the annually-billed Microsoft Online Services are in line with Microsoft’s price

changes; these changes are reflected on an annual basis in line with the Customer’s Subscription

Term.

All payments for Microsoft Online Services are due without set-off, restriction or deduction.

Softcat will need to retain owner or contributor rights an any subscriptions contained within the

Azure plan, if these rights are removed without prior agreement, then the pricing for the affected

subscription will reflect a 5% increase above published RRP (recommended retail price) for

consumed services for the duration that the access is removed, up until the date that it is

permanently reinstated

Pricing for the Microsoft Azure Support Service add-on is:

i. fixed from the first date that the Service becomes Live, until the end of the current

billing cycle (monthly)

ii. subject to change depending on Customer spend or complexity of requirements.

Any changes to support prices will be communicated to the Customer no less than

30 days in advance

Invoices are payable within 30 days from the invoice date.

For Billing Support, queries should be directed to [email protected] or to your account manager

Termination of the Microsoft Cloud Platform Service by the Customer during the Term is only

permitted in line with the Terms and Conditions in the Additional Terms section of this Service

Description.

mailto:[email protected]




If the Customer does not wish to renew, they may request that the service lapses at the end of the

Term. Notice of the Customer’s intention to allow the service to lapse must be provided to Softcat

at least 30 days before the end of the then-current Term; if it not received by Softcat before this

time, the service will automatically renew for a Renewal Term.


Customers will enter into a monthly rolling commitment, with an option to terminate this support

service at any point during this Term. Should the Customer wish to terminate the Microsoft Azure

Support Service add-on, the Service will default to the billing and subscription support provided by

the Microsoft Cloud Platform Service as set out in this document.

The Microsoft Azure Support (Optional Add-On) will renew in line with the Azure Microsoft Online

Service and is dependent on the Customer having purchased the Microsoft Cloud Platform Service

through Softcat. The Customer is able to purchase the Microsoft Azure Support Service (Optional

Add-On) at any point within their Microsoft Cloud Platform Service Contract.

Microsoft Cloud Platform Service | Section 8 |Terms and conditions



8. Terms and conditions

8.1. Overview of Terms and conditions

The delivery of the Service to the Customer shall be governed by this Service Description, the

Customer Schedule and the other agreement(s) listed below. For UK based customers the T&Cs (UK)

shall apply, and for Ireland based customers the T&Cs (Ireland) shall apply.

MCA https://www.microsoft.com/licensing/docs/customeragreement

T&Cs (UK) https://www.softcat.com/terms-and-conditions/

T&Cs (Ireland) https://www.softcat.com/terms-and-conditions-ireland/

Capitalised terms in this document shall have the meaning set out here:

https://www.softcat.com/documents/glossary-and-definition-of-terms.pdf. In the event of any

discrepancy or conflict between the Softcat Terms and Conditions and this Service Description, this

Service Description shall take precedence to the extent of any discrepancy or conflict.

For the purposes of the relevant Customer Schedule and this Service Description, the terms

“Microsoft Cloud Platform Service” and “Service” shall be interpreted as an “Annuity Service”.

Any terms used in this Service Description which are not defined here shall be interpreted in line

with the MCA.

8.1.1. Data Processing Agreement

By signing the Customer Schedule, or transacting via eCat, the Customer agrees to the Data

Processing Agreement (DPA), available here:

UK https://www.softcat.com/documents/Softcat-Services-DPA2019.pdf

Ireland https://www.softcat.com/documents/microsoft-online-services-DPA-Ireland.pdf

The relevant UK or Ireland DPA shall apply dependent on the Customer’s location.

The DPA shall be a separate agreement to the Contract (and no liability shall arise (i) under this

Contract in respect of the Processing, or (ii) under the Processing Agreement in respect of the

remaining aspects of providing or using the Annuity Services).

https://www.microsoft.com/licensing/docs/customeragreement

https://www.softcat.com/terms-and-conditions/

https://www.softcat.com/terms-and-conditions-ireland/



https://www.softcat.com/documents/Softcat-Services-DPA2019.pdf

https://www.softcat.com/documents/microsoft-online-services-DPA-Ireland.pdf

microsoft cloud platform service service description sd062

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