Included — named account manager for relationship and success planning
DSE
Available — scope defined in the individual agreement
On-Demand Assessments
Available — scope defined in the individual agreement
Proactive hours
Annual pool — volume defined in the individual agreement
Portal
Engage Center (engagecenter.microsoft.com)
Entitlements
Response SLAs as per Severity Reference above; proactive hours, named resources (CSAM, DSE), and additional services defined per negotiated contract
💡 For the specifics of what a customer is entitled to, navigate to Customer Activity in Engage Center or ask their CSAM. The contract document is the authoritative source.
Issue unresolved / response inadequate
↓
1. Update case severity in Engage Center
↓
2. Add escalation comment in case thread (document business impact)
↓
3. Contact CSAM directly (Teams / phone)
↓
4. CSAM escalates to Microsoft support manager
↓
5. CSAM escalates to Account Executive / Engineering (subject to agreement)
🛡️ Digital MIRP Quick Reference
Major Incident Response Plan — self-service portal tool in Engage Center, not a consulting engagement.
Section
Purpose
Cloud Solutions
Inventory of business-critical workloads + key contacts; attest when current
Your Account Team
Microsoft contact info and support portal links
Response Guidelines
Before / During / After a service incident guidance
Azure Health
Services Dashboard + Resiliency Recommendations + Azure Advisor link
Azure workloads: auto-populated via the Proactive Resiliency Program · M365 / D365 / Power Platform: added manually · Contacts: managed by customer admins only · Attest after any significant change
Access: requires appropriate Engage Center role — confirm with CSAM
Start in Customer Activity in Engage Center to understand their entitlements and hours pool
Customer says “our cases take too long”
Check severity assigned and whether “Waiting for Customer” time is inflating perceived response time
Customer wants to know what proactive services they can use
Go to Services catalogue in Engage Center — available services reflect what’s included in their agreement
Customer asks about Services Hub retirement
“No firm date yet. Both portals work. Default to Engage Center, Services Hub still there if needed.”
Customer wants to expand their Unified entitlements
Key additions to ask CSAM about: 24/7 Sev A response, dedicated CSAM, DSE, On-Demand Assessments — entitlements are contract-specific, not a fixed published tier
Preparing for a QBR
Pull 90-day case and service consumption reports from Analytics
Customer has a security incident
Do NOT use MIRP — open a Severity A security case and/or engage DART
🧩 Engage Center Navigation Shortcuts
Section
Path
Create new case
Support → New Request
View all open cases
Support → All Requests → filter by Status: Open
Browse proactive services
Services → Catalogue
View my CSAM contact
People & Contacts → Account Team
Check contract hours
Account → Entitlements
Pull case analytics
Analytics → Case Volume
Configure notifications
Settings → Notifications
🔐 Common Entra ID / Security Quick Checks
For use during MIRP or advisory sessions:
Check
Where
MFA coverage %
Entra ID → Identity Protection → MFA registration report
CA policy gaps
Entra ID → Security → Conditional Access → Policies
PIM configured?
Entra ID → Privileged Identity Management
Break-glass accounts set up?
Entra ID → Users → filter for emergency access accounts
Not affiliated with or endorsed by Microsoft. Content based on publicly available documentation. Always verify against the latest Microsoft documentation. Last reviewed: April 2026.