- Online submission portals
- How to provision your Access ID and Contract ID
- Step by step: Using Access and Contract IDs to submit an on-premises support request
- More information for Microsoft partners
- Additional resources
This article explains how an Access ID and a Contract ID are used to submit on-premises professional support incidents online. The example used here is for Microsoft Partner Network product support incidents. However, the workflow is very similar for MSDN, BizSpark, and other professional support options.
Online submission is convenient because you may submit a request anytime (24 hours a day, 7 days a week), avoid a phone queue or phone menu, find relevant self-help resources, and enter a detailed problem description, including attachments, to help solve the problem faster.
An Access ID and Contract ID are used for professional on-premises and Microsoft Azure technical support requests. This includes the Microsoft Partner Network Signature Cloud Support (SCS) benefit and the Microsoft Advanced Support for Partners (ASfP) offering.
A support contract is required when you have multiple professional support incidents. The contract is used to track the balance of available support incidents and expire the benefits after one year. An Access ID and a Contract ID are required to uniquely identify your support contract and enable you to submit a support incident online. They are only entered once and then associated with your portal sign-in for future requests. To share your support benefits, simply share the Access ID and Contract ID (sharing sign-in and passwords is not recommended).
Online submission portals
|Product||Portal||Requirements||Access ID and Contract ID||More information|
|Any on-premises product ||http://aka.ms/OAS ||Any Microsoft account* sign-in ||Required ||See step-by-step guidance below. |
|http://aka.ms/mysupport ||Microsoft Partner Network sign-in required||Required ||Microsoft partners only |
|Microsoft Office 365, Microsoft Dynamics CRM Online||https://portal.office.com ||Office portal sign-in ||Not required ||Microsoft partners need delegated administrative privileges (DAP) to create requests for their customers. Click here.|
|Microsoft Azure* ||https://portal.azure.com ||Azure subscription sign-in ||Required ||Microsoft partners need administrative privileges or write permissions to create requests for their customers. See below. |
*You can use any email address as the username for your new Microsoft account, including addresses from Outlook.com, Yahoo!, or Gmail. If you already sign in to a Windows device, Xbox Live, Outlook.com, or OneDrive, use that account to sign in.
How to provision your Access ID and Contract ID
You can proactively associate your Access ID and Contract ID to your Microsoft account without waiting until you need to create a support incident.
Be careful to associate with the correct Microsoft account. The Azure sign-in needs to be associated with your customer's Azure subscription. Therefore, it may be different from the Microsoft account used for your product support incidents.
See Map Access ID to this Microsoft account.
Step by step: Using Access and Contract IDs to submit an on-premises support request
To submit an on-premises request online, select your preferred portal and sign in when required. You may need to select IT Professional, developer or Microsoft partner support type. Select a problem type and category and then review the self-help resources. Select the payment option, Use my existing contract (Access ID), enter your Access ID and Contract ID (one time), enter a detailed problem description, attach a file, and then submit to create the request. Requests are immediately deducted from your available support incidents. If closed as non-decrement the incident is automatically credited back.
Microsoft Partner Network members may choose to start their support requests from the My support benefits and activities page on the Microsoft Partner Network portal (see below). However, they will need to use the same workflow to enter their Access ID and Contract ID to submit support requests.
If you have purchased an incident before and are familiar with creating a request online, you can go to Step 4.
- The Online Assisted Support (OAS) workflow may be started from multiple links on support.microsoft.com or directly via http://aka.ms/OAS. Partners may choose to start incident submission via the Microsoft Partner Network portal. However, both customers and partners use the same workflow. Click or search for your on-premises product.
Note: Cloud requests (Microsoft Office 365, Microsoft Dynamics CRM Online, etc.) should be started via https://portal.office.com, or for Azure via https://portal.azure.com. (See the Azure Support Guide.)
- After selecting a product (for example, Windows 8.1), you may be asked to select how the product is used. If you are prompted, please select the option, I use it as an IT Professional, developer or Microsoft partner and then click Next.
- Select your Problem type and Category. The self-help resources displayed are relevant because they are based on the problem type and category selected. Review the self-help technical articles displayed or click Show more. Click Start request to continue.
- When submitting a support incident, you are required to select a payment option. Select Use my existing contract (Access ID).
- Select the Use another contract option to display the Access ID and Contract ID fields.
- Enter your Access and Contract IDs, then click Add to validate the IDs.
Note: If a support contract is not eligible for the selected product, is expired, or has no incidents available, the service name is not displayed.
If you see the Online submission error “These contracts cannot be used with” error message, click the “More information” link.
Partner Cloud support offerings eg Signature or Advanced Support for Partners (ASfP) are entitled for Cloud products only. For on-premises products, use either core benefits or select the “Purchase support” and "Pay Per Incident”.
- After the Access ID and Contract ID are validated, you will see the Access ID and support service name listed (for example, 0230242323 - Partner Support Gold 20Pack). Please remember to include all digits for your Access ID and Contract ID, including zeros. For example, 0230242323 will be invalid if you enter 230242323 without the 0. The Access ID and Contract ID are only required on first use; they are then associated with your sign-in for future requests. This will save you time when you submit a request in the future!
- Edit the contact information if required, and click Continue.
- The final step is to Create an incident – describe the issue. It is important to take time to provide a detailed issue description because this will give you an improved initial response and help to resolve the problem more quickly. Use the option for a file upload if you have more detailed information, such as screen shots, to add. You must accept the Agreement for Microsoft Services. When you click Submit, you will create a new technical support request and deduct a support incident from your contract. You will see the support request number, severity, and response time displayed and sent to you via email.
More information for Microsoft partners
Signature Cloud Support (SCS) or Advanced Support for Partners (ASfP)
Gold or silver competency partners eligible for Signature Cloud Support and partners with Advanced Support for Partners can find help and advice on the Cloud Support for Microsoft partners page.
SCS and ASfP contracts are restricted to cloud products only. If you select an on-premises product, the Access ID and Contract ID will be invalid. If the IDs are already associated, you will see a warning that the contract cannot be used. Core benefits should be used for on-premises products.
SCS partners have two pairs of Access and Contract IDs. One pair is for Microsoft Partner Network gold or silver core benefit product support incidents and the other pair is for SCS Azure requests. Microsoft Office 365 and Microsoft Dynamics CRM Online Signature requests do not use Access and Contract IDs.
Partner Support incidents
Core benefits eg Partner Support Gold 20Pack, Partner Support Silver 15Pack, Partner Support MAPS 10Pack are entitled for Cloud and recent versions of on-premises products. If an old product is used eg Exchange server 2010, the support incident cannot be created because the older on-premises products are not entitled for core benefits. The alternative is to use the “Purchase support” option because Pay Per Incident offerings are entitled for all mainstream and extended support products. For more information on core benefit entitlement see aka.ms/n-1.
Azure Support using Access and Contract IDs
- Create your Azure support incident via https://portal.azure.com.
- Make sure you use the appropriate sign-in for your customer’s subscription.
- Help +support
Select Help + Support, then Link support contract
- Click the New support request tile.
- Select Issue type eg Technical, Subscription, and Service. Support plan will display any Support benefit you previously added via Link support contract. CSP select the Cloud Solution Provider support plan.
Note: Unfortunately, the Support plan name is not display for partner support contracts. The support contract may be identified by the year, text eg SCS or Partner Advanced and the Partner ID. In the example below we have 15 SCS – 46xxxxx – unk (xxxxxxx). The contract was created in 2015, SCS is Signature, and 46xxxxx is the partner ID.
- Click Help+ Support, All support requests to see the new or existing request
For step-by-step guidance, see Cloud Support for Microsoft partners.
My support benefits and activities
Partners can view more information or submit requests online when they sign in with an account associated with their organization, via the My support benefits and activities page. Partners may submit a support incident, advisory request, program support case, or access the support community via My Activities (only support incidents require Access and Contract IDs).
If you do not have any support incidents or your support contract is not displayed, you can still Submit an incident. The Microsoft Partner Network portal uses the Online Assisted Support (OAS) workflow and you will have the option to enter your Access ID and Contract ID or select the “Purchase support” option and Pay Per Incident.
How do Microsoft partners get the Access and Contract IDs to use their Microsoft Partner Network support benefits?
The Access ID and Contract ID are sent via email to the primary program contact at the headquarters when a support contract is activated.
Gold and silver competency partners may have contracts activated proactively following membership renewal (typically within four weeks of renewal). Microsoft Action Pack Subscription contracts are activated on request (or on a reactive basis).
Gold and silver competency partners who earn a competency at a location may choose to pay an additional competency fee to purchase an Additional Benefit Toolkit for the location. They will receive an additional set of core competency benefits and competency specific internal-use rights for the location. The Access ID and Contract ID will be sent to the location primary program contact where the competency was earned. Please request support benefit activation via the Regional Service Center (RSC) following Toolkit purchase.
Requesting an Access ID and Contract ID
Contact the primary program contact of your organization's headquarters to request the Access ID and Contract ID. If they cannot find the Access and Contract IDs, they should contact the Regional Service Center to have the information sent by email. Alternatively, you may ask for the Access ID and Contract ID to be resent to the primary program contact. *
Gold competency partners, silver competency partners, and Microsoft Action Pack subscribers can submit an RSC request online via the My support benefits and activities page.
- Click Program Support under My activities.
- Then click the Create program support case button.
Customers and Microsoft partners
- Premier Support
- Professional support options (select your country/region for cost and FAQ)
- Azure Support Plans
- Map Access ID to this Microsoft account
- Azure Support Guide
- Microsoft Partner Network portal
- Microsoft Partner Network technical benefits summary
- My Support benefits and activities
- Cloud support for Microsoft partners
- Microsoft Advanced Support for Partners
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.