Premier Support for Lync Partners Escalation Template


The process for escalating an Lync 2010 or Lync Server 2010 issue to a Microsoft CTS escalation resource requires that all case information be transferred to the escalation resource that the case is being assigned to. The template listed below defines the information that should be sent to the Microsoft escalation engineer that has accepted ownweship of the issue. 

More Information

Case #:

Issue Description:
Please provide a detailed description of the issue including exact error messages/codes that are logged

Impact of the issue:
Please describe the impact that the issue is having on users and also provide the number of users affected

Additional Vendors Involved:
If you are working with any other vendors on this issue please list them here. (e.g. Gateway or device vendors)

Steps to Reproduce the Issue:
Please list detailed steps and describe the result of those steps as well as your expected result

Troubleshooting steps taken:
Please list the troubleshooting steps taken and tools used thus far

If any workarounds exist, please list them

Lync Server Version:
Specify the version of all relevant Lync Servers and the Operating System on these servers

Lync Client Version:
Specify the version of all relevant Lync Clients and the Operating System on these clients

Virtualization Information:
If any of the machines involved are virtualized, please list that here

Third Party telephony infrastructure information:
Please provide SIP Trunking Services, E911 Service Providers, Survivable Branch Appliances, SIP-PSTN gateways, and IP-PBX information, including make, model and versions.

Data Collected:
Please list the data that was collected. The Microsoft Escalation Engineer who is assigned to this issue will provide you with an upload loaction. Please be sure to include Server names and IP addresses of servers if Network captures were collected


Artikelnummer: 2571958 – Letzte Überarbeitung: 13.07.2011 – Revision: 1