Request for exception to provision new Multi-Tenant Azure Bot resource — ISV multi-region deployment

Hello @Gabby Braslavsky

Thank you for providing the detailed background and business context.

We understand that you are an established Microsoft Teams ISV currently operating a production multi-tenant bot since 2022, serving approximately 100 customer tenants, and that you now need to provision an additional Azure Bot resource in the EU region to support GDPR/data residency requirements.

From your description, the main concern is that following the July 31, 2025 changes for Azure Bot Service, creation of new Microsoft.BotService/botServices resources configured with MicrosoftAppType = "MultiTenant" is no longer generally supported, while the documented single-tenant alternatives do not currently satisfy your SaaS cross-tenant outbound communication requirements.

We also understand that you have already validated this behavior through testing and confirmed that the currently recommended single-tenant model does not provide the same cross-tenant outbound capability required for your production ISV architecture.

At present, Microsoft guidance generally recommends single-tenant bot identities, user-assigned managed identities, or migration toward newer Microsoft 365 Agent / Copilot extensibility approaches.

For supported architectures moving forward, one potential alternative is using a single-tenant Entra ID application together with OAuth 2.0 authorization code flow and/or On-Behalf-Of (OBO) flow for cross-tenant Graph access.

Managed identities are supported for Azure Bot scenarios and may help avoid dependency on the deprecated MultiTenant bot configuration. However, we understand that these alternatives may not fully address all existing SaaS multi-tenant production scenarios, especially where: centralized ISV architecture, proactive outbound messaging across customer tenants, and EU regional isolation for compliance purposes

must all coexist.

Regarding your request for an exception to provision a new Multi-Tenant Azure Bot resource:

Provisioning exceptions for new MultiTenant Azure Bot resources are not available through self-service workflows and would require internal review by the Bot Framework / engineering team.

Since your scenario involves: an existing production ISV deployment, approximately 100 customer tenants, GDPR/data residency requirements, operational dependency on multi-tenant outbound communication, and architectural limitations with currently supported alternatives, this would need to be evaluated as a special-case request.

For the internal review/escalation process, it is recommended to include:

• overview of the current production architecture

• explanation of why single-tenant + OBO/managed identity flows are insufficient

• existing customer scale and production dependency

• GDPR/data residency justification for EU deployment

• confirmation that this is an existing ISV workload rather than a new greenfield deployment

• target Azure region and deployment scope

Existing Multi-Tenant bots continue to function today.

• The restriction primarily affects creation of new Multi-Tenant bot resources after the announced deprecation timeline.

• Exception approvals, if available, are reviewed case-by-case and are not guaranteed.

Please refer this Provision and publish a bot – Plan your deployment

I Hope this helps. Do let me know if you have any further queries.

Thank you!

Thank you SRILAKSHMI.

How can I escalate this to a ticket? All support links end up leading the microsoft Q&A;