Technical Support for Microsoft Partners

Applies to: AzureDynamics CRMCloud and Online Services More

Introduction


Please select Product Version from the list above and the relevant information will be shown below.

This article is for Microsoft Partner Network Partners (MPN) who need to know how a technical support incident can be created using the Azure portal, the Office portal and for On-Premises products.
For the Azure and Office portals, the requirements for a MPN Partner to enable and use Delegated Administrative Privileges (DAP) are briefly described, including links for more information.  Delegated administration is where a Microsoft Partner Network Partner has a relationship with a customer and creates a support request On behalf Of (OBO) their customer. There is no on behalf of process for on-premises products because support incidents are not linked to the customer tenant.

Step by Step: Microsoft Azure technical support


Check requirements, benefit activation (Link support benefits) and then submit your New Azure technical support request or check an existing request. After completing online submission you will be contacted by a Microsoft support professional.

1. Requirements:

1.1 Delegated Administrator Privileges (DAP)

Delegated administration is where a Microsoft Partner Network Partner has a relationship with a customer and creates a support request On behalf Of (OBO) their customer.

An Advisor Partner activates "Partner features" and requests Delegated Administrator Privileges (DAP) via email; the customer global admin approves the relationship to enable DAP at the partner level. The advisor partner requests a relationship by sending the customer a delegate administration offer via an email or when they send a trial invitation or purchase offer (enable “Include authorization for delegated administration”). See Help for partners.

CSP, Indirect Provider and Indirect Reseller have a DAP relationship with all their customers by default. If the Indirect Provider chooses not to enable DAP for the Indirect Reseller; the Indirect Reseller may request a relationship themselves.

1.2 Assign the delegated admin security role to the relevant users in your partner organisation

All partners need to assign a DAP security role at a user level, to the relevant trusted employees. The delegated Administration role uses different terminology depending on the portal the partner is using. Partner Dashboard (formerly Partner Center) uses the delegated admin role Admin Agent (“Assists your customers as”) and Office Admin Center uses the role Full Administration (“Assign administrative access to companies you support”). The Admin Agent and Full Administration security roles are the same. When the partner user is given delegated Admin, they can administer all the customers who have accepted Delegated admin.

1.3 Access ID and Contract ID

You need an Access ID and a Contract ID to add a new support plan (Link support benefits) e.g. Signature support, Advanced Support for Partners. This is a one-off activity because the support contracts will be associated to your sign-in for future requests.

Signature Cloud Support has its own special access ID and contract ID; it is not the same as the Partner support benefits

Cloud Solution Providers (CSP) have a “Cloud Solution Provider” support plan if they open their customer from Partner Dashboard (formerly Partner Center).

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

2. Benefit activation (Link support benefits)

CSP using Partner Dashboard (formerly Partner Center)

Cloud Solution Providers (CSP) have a “Cloud Solution Provider” support plan and therefore they do not need to Link support contract if they open their customer from Partner Dashboard (formerly Partner Center).

Adding an MPN support contract

Partners should use their Signature Cloud Support (SCS) benefit (Unlimited, 10pack or 5pack). Partners who have used all their Signature support can use Product Support incidents for Azure too. For benefits entitlement see Microsoft Partner Network technical benefits summary.

Partners must have the Access ID and Contract ID or already have the benefits linked to your subscription sign-in, before they can submit a new support request. Access ID and Contract ID are sent to your primary program contact following benefit activation.

Link Support Benefits

  1. Ensure you use the relevant Azure Subscription Sign-in and click to Sign in to Azure

  2. If required click settings to change your theme, language or region format
    

    technical_routing_pic1

  3. Help +support

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    Select Help + Support, Support Plans, then Link support benefits
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  1. Enter the Access ID and Contract ID (remove any blank spaces), then click Link

    technical_routing_pic3

  2. Click the Link button and you should see the IDs greyed out and the green text Contract linked. The support contracts are now associated with the Sign-in account

    technical_routing_pic4

  3. Click the blue text Create a support request to continue


Linking the support benefits is a one-off activity because the support contracts will be associated to your sign-in information for future requests (until benefits expire or no support incidents remain).

3. New Azure technical support request

Using https://partner.microsoft.com/dashboard, select the Dashboard, select Customers, click the Customer's subscription, Service management, Click Create or view Service request to open the Azure portal.

Note: Cloud Solution Providers (CSP) start request creation via Partner Dashboard (formerly Partner Center) and have the option to select the "Cloud Solution Provider" support plan..

Selecting an MPN support contract

Sign-in to portal.azure.com and select the customers subscription Service request creation is the same as normal, and the request is created by the partner on behalf of their customer.

1. Click Help + support

2. Click Support plans, then option

technical_routing_pic6

Note: If you see an error “You don't have a subscription“ this is because you did not use a Sign-in associated with an Azure subscription. You must use a valid Azure subscription sign-in to create a support request.

3. Select Issue type eg Technical, Subscription, and Service. Support plan will display any Support benefit you previously added via Link support benefits. CSP select the Cloud Solution Provider support plan.

technical_routing_pic7

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)

4. If you have added benefits, select your support plan and if not then see Link support benefits . Alternatively, click the text link I Don’t have a support plan, then enter Access ID and Contract ID, then click link

5. After selecting a support plan click Next to continue, select Severity, Problem type, Details, Time frame and upload a file if required. Click next.

Note: A good quality description helps to resolve the problem faster

technical_routing_pic8

6. Enter the contact information and an additional contact email if required
 

technical_routing_pic9

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

technical_routing_pic10

Requesting access ID and contract ID
The primary program contact for your organization's headquarters are sent the Access ID and Contract ID following support benefit activation.

If you are a Gold or Silver partner, you may have your benefits activated proactively. If you are an Action Pack partner, you always need to request activation.

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

benedfits

To add / change / remove a technical contact for Partner Center, partner should sign-in with Global Admin credentials in his portal.azure.com account, then go to Azure Active Directory tab, then choose Properties and modify the data in the Technical Contact field.

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Step by Step: Office 365, Dynamics 365, Intune, Enterprise Mobility Suite


An Advisor Partner activates "Partner features" and requests Delegated Administrator Privileges (DAP) via email. The customer global admin approves the relationship to enable DAP at the partner level.

CSP, Indirect Provider and Indirect Reseller have a relationship with all their customers and therefore DAP is enabled at the customer level, by default. If the Indirect Provider chooses not to enable DAP for the Indirect Reseller; the Indirect Reseller may request a relationship to enable DAP for themselves.

The Advisor or CSP Partner needs to assign a DAP security role at a user level, to the relevant trusted employees. The DAP security role is Admin Agent (Partner Dashboard - formerly Partner Center) or Full Administration (Office Admin Center). 

The Partner selects the customer in Partner Admin Center or Partner Dashboard. When a service request is created, the customer is opened in a new session, under the delegated administrator context. Service request creation is the same as normal, and the request is created by the partner on behalf of their customer.


1. Requirements

1.1 Delegated Administrator Privileges (DAP)

Delegated administration is where a Microsoft Partner Network Partner has a relationship with a customer and creates a support request On behalf Of (OBO) their customer.
The Advisor Partner activates "Partner features" and requests Delegated Administrator Privileges (DAP) via email; the customer global admin approves the relationship to enable DAP at the partner level. The advisor partner sends the customer a delegate administration offer via an email or when they send a trial invitation or purchase offer (enable “Include authorization for delegated administration”). See Help for partners
CSP, Indirect Provider and Indirect Reseller have a DAP relationship with all their customers by default. If the Indirect Provider chooses not to enable DAP for the Indirect Reseller; the Indirect Reseller may request a relationship themselves.

1.2 Assign the delegated admin security role to the relevant users in your partner organisation
The Advisor or CSP Partner needs to assign a DAP security role at a user level, to the relevant trusted employees. The delegated Administration role uses different terminology depending on the portal the partner is using. Partner Dashboard (formerly Partner Center) uses the delegated admin role Admin Agent (“Assists your customers as”) and Office Admin Center uses the role Full Administration (“Assign administrative access to companies you support”). The Admin Agent and Full Administration security roles are the same. When a user is given delegated Admin they can administer all the customers who have accepted Delegated admin.
For Office portal products the Helpdesk agent can log support requests on behalf of their customer. However, they cannot log requests for Azure.

2. Benefit activation

Support contracts are not required for Office portal products.

Advisor partners need to Activate “Partner Features (Delegated Administration, Trials, and Quotes) ” via the Digital Download Portal, to use delegated administration.
See
How to Activate your Partner Features

Cloud solution providers have delegated administration enabled by default.

3. New Office 365 and Microsoft Dynamics CRM support request

The Partner selects the customer in Partner Admin Center or Partner Dashboard (formerly Partner Center). When a service request is created, the customer tenant is opened in a new session, under the delegated administrator context. Service request creation is the same as normal, and the request is created by the partner on behalf of their customer.

Sign-in with an admin account (Full administration / Admin Agent)

There are 2 ways for the partner to start creating a request on behalf of their customer

  1. Use Partner Dashboard (formerly Partner Center) https://partner.microsoft.com/dashboard
  2. Use the Partner Admin Center (PAC) via https://portal.office.com, then click the Partner App

Usually, CSP use the Partner Dashboard (formerly Partner Center) portal and Advisors use Partner Admin Center via the office portal. However, Advisors can use Partner Dashboard (formerly Partner Center) for support request creation, it depends on your personal preference.

Using Partner Dashboard (formerly Partner Center)

  1. Sign-in to the Partner Dashboard (formerly Partner Center) portal https://partner.microsoft.com/dashboard. You must sign-in with an account assigned the security role Admin Agent (“Assists your customers as”), to use Delegated Administrator Privileges (DAP)
    partner center portal 1

  1. Click Dashboard, Customers, expand the customer's subscription, from Administer services click the relevant service eg Office 365 Click Create or view Service request to open the Office 365 admin Center – see create a service request below.
    Alternatively, you can click on the customer name, service management is displayed, you can view service requests (open or closed) and click New request
    New service request

  1. The customers Office Admin Center is opened, see Creating a support request.

Using the Partner Admin Center (PAC)

  1. Sign-in to the office portal https://portal.office.com. You must sign-in with an account assigned the security role Full Administration (“Assign administrative access to companies you support”), to use Delegated Administrator Privileges (DAP).
    partnerapp
  2. Once you have logged in, click on the icon in the top left of the home page. The Partner option will be displayed if you are a Partner with Delegated Admin Privileges.
    Note: Remember to click the apps selector in the top left, you may not see the Partner App listed on the home page.

  3. Enter the company name and select the Customer. The name will be displayed above the + symbol when they are selected eg Contoso, Ltd.
    Contosos

  1. Verify the name of the customer you select eg Contoso, Ltd  is displayed, and click on the "+" symbol to add your Service Request.
    contoso ltd
  2. The customer’s Office Admin Center is opened, see Creating a support request below.

Creating a support request (the same for partners or customer admins)

You may open the customer from Partner Dashboard (formerly Partner Center) or the Partner Admin Center. Support request creation is the same for partners and customers.

1. The Partner Support agent selects the relevant customer in Partner Admin Center or Partner Dashboard (formerly Partner Center). They both open the Office Admin centre and create a support request the same way (see using Partner Dashboard or Partner Admin Center for more information)
Note: If the partner or a customer wants to create a request for their own tenant, they open the Office Admin center direct https://portal.office.com, admin, Select Support, New service request.

2. Need Help? is automatically displayed to start the process to create a new Service request

need help

3. Enter a problem description and click Get Help. View Solutions and Run Diagnostics may help identify common problems. Review the information to resolve the problem without creating a support request!

view solutions

4. Enter the contact details and attach files if required, then click the Call me button.
Note: Partners using delegated admin will see their company email address instead of their customers email domain.   

let us call you

5. The service request is created, and you will be called by Microsoft or contacted via email according to your preference.

support tickets

 

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Step by Step: On-Premises products


Summary

To submit an on-premises request online, you sign-in to the Online Assisted Support portal (aka.ms/OAS) using an MSA account (AAD accounts are invalid), select a problem type and category, then review the self-help resources because they may help you resolve the problem without using a support incident. When you are required to select the payment option, select “Use my existing contract (Access ID)”, enter your Access ID and Contract ID (a one-time activity), then select the support contract eg “Partner support Gold 20pack”.  Please take time to enter a detailed problem description, attach a file (optional), and 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.

When your support contract has expired or you no longer have any support incidents remaining, the support contract will not be displayed.

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). They use the same workflow to enter their Access ID and Contract ID to submit support requests.

1. Requirements:

1.1 Delegated Administrator Privileges (DAP)

There is no On Behalf Of (OBO) process for on-premises products because support incidents are not linked to the customer tenant. You create a support incident as normal.

1.2 Core benefits contracts

Microsoft Action Pack and competency partners are entitled to MPN core benefits (Partner Support Gold 20pack, Partner Support Silver 15pack, Partner Support MAPS 10pack).
Note: The workflow includes a Purchase Support payment option to enable you to Pay Per Incident (PPI) using a credit card.

1.3 Access ID and Contract ID

You need the MPN core benefit Access ID and a Contract ID for your Partner support contract eg Partner Support MAPS 10pack, the first time you use the benefits.  This is a one-off activity because the support contracts will be associated to your sign-in information for future requests (until benefits expire or no support incidents remain).

1.4 MSA Sign-in required

You need to use a Microsoft account to Sign-in to the Online Assisted Support portal (aka.ms/OAS). Therefore, if you are Signed-in using an AAD account (e.g. *.OnMicosoft.com), you need to use a different account to create support incidents.

2. Benefit activation

The primary program contact for your organization's headquarters are sent the Access ID and Contract ID following support benefit activation.

Gold and Silver partners may have their benefits activated proactively.

Action Pack partners always need to request activation.

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

3. New On-Premises Support request

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 multiple links on support.microsoft.com or directly via https://support.microsoft.com/assistedsupportproducts or use the quick link http://aka.ms/OAS. You must sign-in using an MSA account (AAD accounts are invalid). 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.

    support for business
  2. For some products eg 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.
  3. 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.

    create an incident
  4. When submitting a support incident, you are required to select a payment option. Select Use my existing contract (Access ID).

    selectpayment
  5. Select the Use another contract option to display the Access ID and Contract ID fields or to show a previously added support contract
    Note: When your support contract has expired or you no longer have any support incidents remaining, the support contract will not be displayed
    .

    submitincident1
  6. 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.

    submitincident2


    If you receive Error message: Online submission error “These contracts cannot be used with”
    Partner Cloud support offerings eg Signature are entitled for Cloud products only. For on-premises products, use either core benefits or select “Purchase support” and Pay Per Incident.

    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
    error message on prem

     
  7. 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).
    Tip: 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!

    select a payment option incident
  8. Edit the contact information if required, and click Continue.

    contact infoi
  9. 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.

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My support benefits and activities


For product support or to buy support incidents. 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. If you are not entitled to MPN support incidents or have used all your support incidents, you may purchase an incident during the workflow.
Note: AAD accounts, e.g. *OnMicrosoft.com, are not valid for the Online Assisted Support (OAS) workflow. You need to use an MSA account.

mpnpartner

You may also submit a request via the My Support menu
Note: You need to Sign-in to submit a request for the “Advisory Service” (aka Technical Presales and Deployment Services) or “a benefit or membership issue”

submit a product incident

Requesting access ID and contract ID
The primary program contact for your organization's headquarters are sent the Access ID and Contract ID following support benefit activation.

Gold and Silver partners may have their benefits activated proactively and Action Pack partners always need to request activation.

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

To add / change / remove a technical contact for Partner Center, partner should sign-in with Global Admin credentials in his portal.azure.com account, then go to Azure Active Directory tab, then choose Properties and modify the data in the Technical Contact field.

 

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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.