Microsoft Partner Network technical benefits summary

Applies to: Cloud and Online Services

Contents


More Information


See below for Microsoft Partner Community, Support Activation, Product Support Incidents, Technical Presales and Deployment Services (Advisory hours), Additional information


Microsoft Partner Community

Partners can go to TechNet for technical product support and to the Microsoft Partner Community for partnership and membership topics.

Learn more about the TechNet community​

Learn about Microsoft Partner Community


Support activation

MPN Technical benefits need to be activated before they can be used for Azure* or On-premises products.

* CSP use the “Cloud Solution Provider” support plan when creating Azure requests on behalf of their customers

Following support contract activation, the primary program contact at your HQ is sent an email with information on your benefits, including the relevant Access ID and Contract ID used for support incident creation.

A few days after the benefits are activated, the MPN portal, My Benefits and Activities page, displays the balance of support incidents and advisory hours.

See 2904733 Microsoft Partner Network Support contract activation - (Blank) Hours or Incidents

Partner Dashboard (formerly Partner Center) Technical benefits activation

Partners who have migrated their program membership from the MPN Portal (Partner Membership Center) to Partner Dashboard have the option to request support contract activation using Partner Dashboard.

Click Benefits, select Technical benefits, expand the benefit eg Microsoft Action Pack, to start the activation process. Support contracts are manually created during normal working hours and days, the process may take several days to complete.  See Manage your membership benefits.


Product Support Incidents

Use your Product Support Incidents to help resolve specific symptoms encountered while using Microsoft software (where there is a reasonable expectation that the problems are caused by Microsoft products). Product support incidents provide reactive support that focuses on a specific problem, error message, or functionality that is not working as intended.

For non-urgent requests, partners go to TechNet for technical product support and save their product support incidents for more urgent requests.

There are two types of Microsoft Partner Network product support incident benefits:

  1. Product Support Incidents, can be used for on-premises supported products or Cloud.
  2. Signature Cloud Support Incidents, can only be used for Cloud products. (not on-premises)


Using product support incidents
Create support incidents using online submission. Online submission saves time when you bypass the phone queue and enables you to enter a more detailed problem description (including attachments) to help solve the problem faster. For on-premises products and Microsoft Azure, the Access ID and Contract ID are only entered once and conveniently associated with your sign-in for future requests.

Support benefit

Products & Requirements

MPN Portal

Other Support Portals

Product support incidents

Recent* On-premises, and any cloud products

Core benefits access ID and contract ID

From the MPN portal, go to the My benefits and activities page, use your MPN sign-in, submit a request, Submit a Product Support Incident

http://aka.ms/OAS, use any Microsoft account

Signature Cloud Support

Microsoft Azure

Signature access ID and contract ID

Advisors need administrative privileges or write permissions to the customer's subscription

From the MPN portal, go to the My benefits and activities page, use your MPN sign-in, submit a request, Submit an Azure Incident

Advisors use https://portal.office.com, Partner Admin Center, service requests, search for the customer, and then click + to create a service request

CSP use https://partnercenter.microsoft.com, Dashboard, Customers and expand to see Administer services and click Microsoft Azure management portal**

Advisors and CSP for their own tenant use https://portal.azure.com, Help + Support, + New support request

 

Office 365, Dynamics CRM, Intune, EMS etc.

Advisors need Delegated Administrative Privileges (DAP), activate partner features, and Sign-in using Full Administration (PAC) or Admin Agent security role (Partner Dashboard - formerly Partner Center)

From the MPN portal, go to the My benefits and activities page, use your MPN sign-in, submit a request, Submit an Office 365 Incident

Advisors use https://portal.office.com, Partner Admin Center, service requests, search for the customer, and then click + to create a service request

CSP use https://partnercenter.microsoft.com, Dashboard, Customers and expand to see Administer services and click the relevant service eg Office 365

Advisors and CSP for their own tenant use https://portal.office.com, Support, New service request

 

* Partner Product support incidents follow the N-1 support policy, for on-premises products. The N-1 support policy enables only the newer on-premises products. This includes all current (n) and the second most-current (n-1) versions of our on-premises products. Excluding any product where mainstream support has ended More information.

** CSP have select the “Cloud Solution Provider” support plan for Azure Signature and do not require benefit activation (Access ID & Contract ID).

Advanced Support for Partners (ASfP) is a paid offering for Cloud-focused partners – More information

How to submit a product support incident on the MPN Portal

See https://partner.microsoft.com/support for product support or to buy support incidents.

Select Technical Support (Products, Platforms, Tools)
Partner as Self / On-Premises: Links to Online Assisted Support (OAS)

Partner as Self: Provides links for Cloud products, Devices and Hardware


Requesting an Access ID and Contract ID

Contact the primary program contact to request the Access ID and Contract ID.

If you are: 1. located in the same country or region as the benefits and 2. have an MPN associated AAD Sign-in. You may request the Access ID and Contract ID, via the Partner Frontline support. You should be Primary program contact, or have either Global admin or MPN admin to be sent the Access ID and Contract ID.

See https://partner.microsoft.com/support
Benefits \ Technical Benefits \ Microsoft Partner Network

Technical Presales and Deployment Services (Advisory hours)

Build your technical capabilities faster to accelerate sales, deployments and app development using your technical presales and deployment services benefits. Start your technical journey to receive technical guidance from Microsoft partner technical consultants through a recommended path of interactive, technical webinars (unlimited, no cost); personalized one-to-one technical consultations with virtual white-boarding, architecture reviews and shadowing of real-world scenarios; and Dev Chat for app development (unlimited, no cost.)

Get started on your technical journey

See KB 3121537 Using Technical Presales and Deployment Services

Additional resources:

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Contact Microsoft Partner Support
 
Are you an MPN Partner and need help from Microsoft Partner Support? Get support from Microsoft’s own experts. They can help with partner program issues, presales assistance, issues with Microsoft products, billing questions, and more. Start here to view your contact options.

 

Contact Microsoft Partner Support


Note: Using the Contact Microsoft Support button requires you to login into the MPN site using a valid Microsoft Partner Network login. If you do not have a valid Microsoft Partner Network login or are having problems logging in to MPN, you can get more information or assistance from the MPN Support site.