---
title: "Scope of Support - Non-Cloud Service Partner (CSP)"
slug: "scope-of-support-non-cloud-service-partner-csp"
tags: ["calltower", "public"]
updated: 2026-09-18T14:11:32Z
published: 2026-09-18T14:11:32Z
canonical: "learn.calltower.com/scope-of-support-non-cloud-service-partner-csp"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://learn.calltower.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Scope of Support - Non-Cloud Service Partner (CSP)

## Goal

This article defines the support scope for customers who do **not** receive any Microsoft 365 licensing through CallTower (Non-CSP customers). These organizations retain licensing and administrative ownership directly with Microsoft or another provider.

CallTower's Non-CSP support scope is restricted to specific services contracted through CallTower, such as Direct Routing or voice service integration with Microsoft Teams, where applicable.

## Non-CSP Support

### Direct Routing Support

- PSTN calling setup and troubleshooting
- DID management and assignment
- Session Border Controller (SBC) connectivity
- Call routing diagnostics and SIP Trunk support
- Audio quality issues through CallTower's network

### Operator Connect Routing Support

- PSTN troubleshooting
- Number provisioning and management via CallTower Connect
- Audio quality issues through CallTower's network and through Operator Connect

### Phone Number Management

- Number provisioning and management through CallTower Connect
- Porting coordination

## What We Don't Support

- CallTower does not provide support for any Microsoft 365 features or services outside of the voice components it manages, including:
- Microsoft Teams core collaboration tools (chat, meetings, apps, etc.)
- Microsoft 365 services (Exchange Online, SharePoint, OneDrive, Entra ID, etc.)
- Microsoft Office app installation, licensing, or usage
- Teams Admin Center access or license assignments
- Microsoft service outages or incidents
- Billing or licensing issues related to any non-CallTower provider
- Device management (Teams phones, headsets, peripherals)
  - (Devices purchased through CallTower will still receive hardware support)
- Any Microsoft license management

## Escalation and Limitations

If a support request involves services outside our scope, we will:

- Notify the customer that the request falls outside the standard support scope as outlined above.
- Recommend contacting Microsoft Support or a certified partner if required.
  - CallTower will provide any information we can to assist in this process.
- Provide relevant documentation or guidance on next steps.
- If applicable, CallTower will offer [Professional Services](/v1/docs/ms-teams-professional-services-with-gdap) or [Extended Support Engagement (ESE)](/v1/docs/microsoft-extended-support-engagement-ese)

## Need Additional Support?

If you're unsure whether your issue falls within our support scope or would like further assistance through [Professional Services](/v1/docs/ms-teams-professional-services-with-gdap) or [Extended Support Engagement (ESE)](/v1/docs/microsoft-extended-support-engagement-ese), don't hesitate to contact our support team. We're happy to clarify and guide you to the right resources.

Public Switched Telephone Network, the traditional circuit-switched telephone network used for voice communication.

Direct Inward Dialing (DID) is a telecommunication service that allows a phone number to be assigned to a specific phone line within a private branch exchange (PBX), enabling direct calls to that line without going through a receptionist.

Session Initiation Protocol, is the technology that starts, manages, and ends internet-based phone calls and video meetings between people and devices.

A communication line or link that carries multiple signals simultaneously to provide network connectivity.

A service allowing customers to choose their telecom provider for making and receiving calls in Microsoft Teams.

CallTower Connect is is CallTower’s online management portal that lets administrators easily manage users, phone numbers, services, reporting, and communication settings all in one place.