Leadership in Transparency

As a Microsoft Support customer, you will know where your data resides, who can access it, and what we do with it.

Where

You know where your data is stored and where our personnel are located.

Who & What

We offer clear information on who has access to your data and under what circumstances they access it.

Geographic boundaries

Microsoft Customer Service and Support (“CSS”) utilizes a global network of specialists and facilities to help ensure that the highest quality and fastest response services are available to our customers. Our goal is to continually optimize our services for quality, speed and cost control by leveraging our worldwide footprint.

Global support model

When you provide data to CSS for support purposes, your data is stored on customer support systems in data centers located in the United States. These customer support systems are used when providing phone, email and web support. This data may then be transferred to, stored and processed in systems that reside in other countries where we or our Affiliates, or our subcontractors maintain facilities. For certain customers located in the European Economic Area (“EEA”), we also offer a tailored Premier Support option, allowing EEA customers to restrict storage of their data to data centers located in the EEA.

We also use support personnel in multiple locations around the world to provide timely and consistent support to our customers, day and night. Support personnel may, in certain cases, need to escalate or transfer issues to CSS support engineers in other locations, based on factors such as Service Center uptime, language skills and technical expertise, allowing us to provide optimum service to our customers. CSS abides by the U.S.-European Union (“EU”) Safe Harbor Framework and the U.S.-Swiss Safe Harbor Framework set forth by the U.S. Department of Commerce regarding the collection, use, and retention of personal data from the EEA and Switzerland. This allows us to transfer personal data from the EEA to locations within the United States for processing by our customer support systems.

Frequently asked questions  

Additional resources

Safe Harbor Information

Regulatory compliance

Microsoft Customer Service and Support (“CSS”) is committed to helping customers comply with their regulatory obligations with respect to security and privacy.

Our customers around the world are subject to many different data protection laws and regulations. We understand that legal requirements in one country or industry may be different from legal requirements applicable elsewhere. As a provider of global support services, we provide our services with common operational practices across multiple industries and jurisdictions.

To help our customers comply with their own security and privacy obligations, we build our services with common globally applicable data protection requirements in mind. However, it is ultimately up to our customers to evaluate CSS offerings against their own requirements, and to determine if our services satisfy their regulatory obligations. We are committed to providing our customers with detailed information about our support services to help them with their own regulatory compliance assessments.

Frequently asked questions

Third parties

Microsoft Customer Service and Support (“CSS”) uses subcontractors to perform a variety of support services. CSS holds its subcontractors to security and privacy standards equivalent to our own. Our subcontractors handle your data only when required to provide or maintain support services.

Frequently asked questions