This Agreement establishes the terms and conditions under which Partner will deliver Microsoft licensing and support services to Customer.  through Microsoft’s Cloud Solution Provider (“CSP”) and New Commerce Experience (“NCE”) programs.

1. Definitions

  • “Partner”: Rojoli Services, Inc.
  • “CSP Program”: The Microsoft Cloud Solution Provider program, under which Partner is authorized to resell and support Microsoft cloud products and services.
  • “NCE Program”: Microsoft’s New Commerce Experience, a set of updated commercial offerings and policies governing the purchase, management, and billing of Microsoft cloud subscriptions.
  • “Microsoft Products”: Any Microsoft cloud-based products and services (including but not limited to Microsoft 365, Azure, Dynamics 365, Power Platform, and related add-ons) resold and/or supported under the CSP and/or NCE programs.
  • “Licenses”: The rights granted to Customer to use Microsoft Products under specific terms agreed between the parties and Microsoft.
  • “Support Services”: Technical and administrative assistance provided by Partner to Customer with respect to the use and management of Microsoft Products.

2. Scope of Services

Partner shall provision, manage, and support Microsoft Products for Customer through the CSP and NCE programs, according to the terms of this Agreement. This includes:

Included Services:

  • License Provisioning & Management
    Facilitation of license acquisition, assignment, and removal for Microsoft 365 and other Microsoft cloud products.
  • Subscription Administration
    Administration of your Microsoft subscriptions under the New Commerce Experience (NCE) and other Microsoft CSP programs, including alignment with Microsoft’s commercial terms and billing cycles.
  • License Changes
    Support for renewals, upgrades, downgrades, and license quantity adjustments in accordance with Microsoft guidelines and timelines.
  • Technical & Administrative Support (Basic)
    Assistance with Microsoft tenant-level administrative tasks related to user access, license allocation, and portal management. This does not include troubleshooting of software functionality, desktop applications, or network connectivity.
  • Licensing Updates & Notifications
    Ongoing communication regarding changes to Microsoft licensing models, program requirements, and pricing.

Excluded Services (Not Included):

  • Troubleshooting of Microsoft 365 applications (e.g., Outlook, Word, Excel) on user devices
  • Support for mail flow, malware filtering, or spam configuration
  • Identity and access management beyond license-level changes
  • Security configuration or policy enforcement within Microsoft 365 (e.g., MFA, DLP, compliance settings)
  • Data backups, retention policy management, or recovery
  • User training or onboarding
  • Integration with third-party systems or domains
  • Any device-level or network-related support

For assistance beyond the scope listed above, customers may engage Partner under a separate Managed Services Agreement.

3. Subscription Terms and Conditions

  • Commitment Terms: NCE subscriptions may be established as either annual paid upfront or month-to-month (monthly commitment) agreements. The selected commitment term will determine Customer’s pricing and flexibility for additions or cancellations.
  • Annual Paid Upfront: For annual subscriptions paid in advance, the Customer commits to a 12-month term, and payment for the full year is required at the start of the subscription. No cancellations or seat reductions are permitted after the initial 7-day cancellation window. Subscriptions auto-renew for an additional 12 months unless notice of non-renewal is provided before the renewal date.
  • Month-to-Month: Month-to-month subscriptions are billed on a monthly basis and renew each month unless canceled. Cancellations or reductions must occur within 7 days of each monthly renewal to avoid further charges for the new month.
  • Cancellation and Reduction Policy: Both annual paid upfront and month-to-month subscriptions allow for cancellation or seat reductions only within 7 calendar days of the initial order or renewal (“cancellation window”). After this window, no further reductions or cancellations are permitted until the end of the respective commitment period.
  • Pricing: Annual paid upfront subscriptions are generally offered at a lower effective monthly rate than month-to-month subscriptions, which provide greater flexibility but may be priced higher.
  • Auto-Renewal: Both subscription types will auto-renew for their respective terms unless Customer provides advance notice of cancellation, in accordance with Partner and Microsoft policy.
  • Billing and Proration: Additional licenses added during a subscription term are prorated for the remainder of the commitment period. License removals are only permitted within the 7-day cancellation window and are also prorated.

4. Customer Obligations

  • Customer shall provide all credentials and information required by Partner to provision and maintain Microsoft Products.

5. Pricing and Payment Terms

  • Partner shall invoice Customer for licensing and support services in accordance with the billing cycle and payment terms defined in this Agreement.
  • Payment is due upon Customer’s receipt of invoice. Failure to pay in full upon receipt may result in suspension or cancellation of subscriptions or services, at Partner’s sole discretion, until payment is received in full. Partner reserves the right to suspend or terminate any and all Microsoft Product subscriptions due to late or non-payment by Customer.
  • Customer is responsible for all charges for licenses and services ordered, regardless of actual usage, throughout any applicable commitment or subscription period.
  • Any changes imposed by Microsoft to CSP or NCE program pricing, or to taxes or surcharges applicable to Microsoft Products, shall be passed through to Customer following reasonable notice.

8. Term and Termination

  • This Agreement will remain in effect for as long as Customer maintains active subscriptions to Microsoft Products under the CSP and/or NCE programs, unless terminated in accordance with this section.
  • Either party may terminate this Agreement by providing 60 days’ prior written notice, subject to any surviving obligations for payments and minimum commitment periods.
  • Customer may terminate individual subscriptions only as permitted by Microsoft’s NCE policy for the applicable program and subscription type (e.g., monthly, annual).
  • Terms of this Agreement survive any other agreement between Customer and Partner.

9. Support Services

  • Partner will provide Office 365 support to Customer for basic user and license management.
  • Office 365 support requests outside of user and license management will be forwarded to Microsoft support for resolution.
  • Customers without a separate Rojoli Managed Services Agreement will be billed $175 per hour for help desk support related to application configuration, phishing attacks, viruses, ransomware, user desktop machine issues, connectivity issues, mobile device issues, or any non-Office 365 applications.
  • Support requests may be submitted by Customer via email (help@rojoli.com) or phone (678-876-3088). Requests received outside of normal business hours of 8:30a-5:00p Eastern Time Zone will be handled the next business day.
  • Partner shall not be liable for any service outages, data loss, or security incidents attributable to Microsoft or third parties.