Using Access ID and Contract ID to create on-premises professional support incidents

Applies to: Benefits

Contents
 
  1. Introduction
  2. Online submission portals
  3. Step by step: Using Access and Contract IDs to submit an on-premises / hybrid support request
  4. Azure Support using Access and Contract IDs
  5. Additional resources


Introduction

This article explains how an Access ID and a Contract ID are used to submit on-premises professional support incidents online. The example used is for Microsoft Partner Network product support incidents. However, the workflow is very similar for Visual Studio and other professional support contract options.

Online submission is convenient because you may submit a request anytime (24 hours a day, 7 days a week), avoid a phone menu and phone queue, find relevant self-help resources, and enter a detailed problem description, including attachments, to help solve your technical problem faster.

Access ID and Contract ID are used for professional on-premises and Microsoft Azure technical support requests.

MPN Partners, See 4020188 Technical Support for Microsoft Partners

 


Support contracts

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 (MPN contracts 1 year+30 days). 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

https://aka.ms/OAS

MSA/AAD account

Required

See step-by-step guidance below.

 

Microsoft Office 365, Microsoft Dynamics CRM Online

https://portal.office.com

Office portal sign-in

Not required

MPN Partners see 4020188 Technical Support for Microsoft Partners

Microsoft Azure

https://portal.azure.com

Azure subscription sign-in

Required

MPN Partners see 4020188 Technical Support for Microsoft Partners

For Partners only

Any product + Partner specific support options

http://aka.ms/ContactSupport

Microsoft Partner associated AAD sign-in required for MPN Program and Technical Presales and Deployment Services online submission.

Any user can use Chat for MPN Program requests

Required for On-premises and Azure

Partners only

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

Step by step: Using Access and Contract IDs to submit an on-premises / hybrid support request

Quick Summary

To submit an on-premises or hybrid request online, you sign-in to the Online Assisted Support portal (aka.ms/OAS) using an MSA or AAD account, select product, version etc, add a description, then add \ select a support plan or Pay Per Incident (PPI)*.

Note: Due to a bug, Pay Per Incident is not currently available for an AAD sign-in, please use an MSA Sign-in eg Outlook.com for Pay Per Incident

Note: The support contract / support plan will not be displayed if:

  • The support contract has expired (after 1 year + 30 days)
  • There are no available support incidents
  • The product version is not enabled for your support contract / support plan*

*Partner 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, see aka.ms/n-1.

 

New On-Premises Support request

Important: Browser country is used to route the support incident. Scroll to the end of the page and if your country is not listed, select the nearest country with the relevant language. For example, if the URL has the locale EN-US it will route to a United States support team and the request will be worked during USA business hours and days. EN-US would not be suitable for English speaking customers outside USA time zones!

If you have purchased an incident before and are familiar with creating a request online, you can go to Step 4.

  1. The Online Assisted Support (OAS) workflow may be started from many different links on support.microsoft.com or directly via https://support.microsoft.com/assistedsupportproducts or use the quick link http://aka.ms/OAS. Select the product, version, category, problem and click Next.

    OAS product and issue
  2. Please include a full and detailed description of the problem.
    Note: You can ''Upload your files'' after the request is created.

    OAS issue Title and Description
  3. View the contracts associated with your Sign-in and select an existing support plan.

    OAS associated contracts and support plan
  4. Click Add contract to associate a new support contract to your current Sign-in. You will only need to enter the Access ID and Contract ID once because the support contract is associated with your sign-in and automatically available next time you use the workflow.
    If you need to purchase a support incident click the Buy Now option and use a credit card to purchase support.
    Note: Due to a bug, Pay Per Incident is not currently available for an AAD sign-in, please use an MSA Sign-in eg Outlook.com for Pay Per Incident


    Add new support contract.
  5. Select the severity of the issue based on the business impact and if you will work during business hours only.

    As a guideline

    Severity A – you are prepared to work 24 hours a day 7 days a week and you have a critical business down production server, service or application

    Severity B – you will work during business hours only and the issue has the potential to cause a company-wide work stoppage or you cannot deploy on schedule

    Severity C - you will work during business hours only and the issue will not cause a major company-wide work stoppage
    Note: the Business hours are based on the browser country eg en-us is United States. Scroll to the end of the page and if your country is not listed, select the nearest country with the relevant language

    Severity C
  6. You have the option to add multiple contacts to the support request and change the primary contact.

    Add contacts
  7. Review the support request.

    Submit OAS request
  8. Click change to modify any items (eg Change the primary contact, severity).
  9. Click Submit to create your request.

    OAS Submit
  10. Click View my support requests to see request that you have submitted.

    View my support requests

  11. Click the Title to view your request.

  12. You have the option to Manage files, add New messages or view communications related to your request and add / change the primary contact.

    OAS View request

Azure Support using Access and Contract IDs
  1. Create your Azure support incident via https://portal.azure.com.
  2. Make sure you use the appropriate sign-in for your customer’s subscription.
  3. Help +support
    Select Help + Support 
    4020188_pic2
    , Support Plans, then link support benefits
    4020188_pic3
  4. Click the New support request tile.
    technical_routing_pic6
  5. 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: Competency Partners should use their Partner Signature benefit. Action pack partners or hybrid competency partners who have used all their Signature 5pack or 10pack should use their Partner Support benefit (Partner support Gold 20pack, Silver 15pack or MAPS 10pack)

    technical_routing_pic7

  6. Click Help+ Support, All support requests to see the new or existing request
    technical_routing_pic10
     

     

For step-by-step guidance, see the Azure section of Technical Support for Microsoft Partners


Additional resources:

Customers and Microsoft PartnersMicrosoft Partners

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.