Technical Support for Microsoft Partners

Applies to: AzureDynamics CRMCloud and Online Services

Introduction


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

As part of the Microsoft Partner Network membership, partners are eligible for the following technical support:

Technical Support

Action Pack

Silver Competency

Gold Competency

On-Premise Product Support Incidents*

10 Incidents

15 Incidents

20 Incidents

Cloud Products: Signature Cloud Support

-

Cloud** Competencies: Unlimited

Cloud** Competencies: Unlimited

All Other Competencies: 5 Incidents

All Other Competencies: 10 Incidents

 

** Cloud competencies include: Cloud Business Applications, Cloud Customer Relationship Management, Cloud Platform, Cloud Productivity, Enterprise Mobility Management, Small and Midmarket Cloud Solutions

This article is for members of  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 and hybrid solutions using the Online Assisted Support (OAS) portal.

For the Azure and Office portals, the requirements for a partner  to enable and use Delegated Administrative Privileges (DAP) are briefly described, including links for more information. Delegated administration is where a partner  has a relationship with a customer and creates a support request On behalf Of (OBO) their customer. There is no On behalf Of (OBO) process for on-premises products, simply create the support incident and enter your own contact details.

Online submission portals

Product

Portal

Requirements

Any on-premises product

https://aka.ms/OAS

1. Product selection, 2. Issue details, then 3. Support plan to add contract or purchase a support incident

Any MSA / AAD sign-in and Access ID + Contract ID to add a support contract

MSA Sign-in and a credit card to purchase Pay Per Incident (PPI) support incidents

Microsoft Office 365, Microsoft Dynamics CRM Online

https://portal.office.com

Office portal sign-in and delegated administration permissions for On Behalf Of (OBO) requests

Microsoft Azure

https://portal.azure.com

Azure subscription sign-in and delegated administration permissions for On Behalf Of (OBO) requests

Access ID and Contract ID

For Partners only

Any product and Partner specific support

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

Redirect to On-premises, Office and Azure with requirements as above.

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 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.

Partners participating in the CSP program, Indirect Providers and Indirect Resellers 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 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

Partners participating in the Cloud Solution Provider program (CSP) have a “Cloud Solution Provider” support plan if they open their customer from Partner Center.

Support benefit

Products & Requirements

Partner Website

Other Support Portals

Product support incidents (on-premise)

Recent* On-premises supported products

 

Core benefits access ID and contract ID

From the partner website , go to the My benefits and activities page, and 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 partner website , go to the My benefits and activities page,  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 partner website,  go to the My benefits and activities page, 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)

Cloud Solution Provider using Partner Center

Partners participating in the Cloud Solution Provider program  (CSP) have a “Cloud Solution Provider” support plan and therefore they do not need to Link support contract if they open their customer ticket from Partner Center.

Adding an MPN support contract

Partners should use their Signature Cloud Support (SCS) benefit (Unlimited, 10pack or 5pack). 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

    4020188_pic2
    Select Help + Support, Support Plans, then Link support benefits
    4020188_pic3

  1. Enter the Access ID and Contract ID (remove any blank spaces), then click Link

    technical_routing_pic3

    Note: If you see the error message “This Access ID is already associated to an account. Please contact your Technical Account Manager to obtain a new Access ID.” For MPN benefits eg Partner Support or Signature Cloud support ignore the error. You see the error if you have already added the support contract to the tenant and you try to add a second time (a shared access ID is used, a per user access ID is not required). If you see the error and you are using Advanced Support for Partners or a Premier support contract, you need to contact your Account Manager and they can create a personal Access ID for authorised users.

  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: Partners participating in the Cloud Solution Provider (CSP) program 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

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 partner with an active gold or silver competency, you may have your benefits activated proactively. If you are a partner with an active Action Pack subscription, 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.

Partners participating in the CSP program, Indirect Providers and Indirect Resellers 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 partner participating in the CSP program  needs to assign a DAP security role at a user level, to the relevant trusted employees. The DAP security role is Admin Agent (Partner Center) or Full Administration (Office Admin Center).

The Partner selects the customer in Partner Admin Center or Partner Center . 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 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


Partners participating in the CSP program, Indirect Providers and Indirect Resellers 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 partner participating in the CSP program 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 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 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 Center https://partner.microsoft.com/dashboard
  2. Use the Partner Admin Center (PAC) via https://portal.office.com, then click the Partner App

Usually, partners participating in the CSP program use the Partner Center  and Advisors use Partner Admin Center via the office portal. However, Advisors can use Partner Center for support request creation, it depends on your personal preference.

Using Partner Center

  1. Sign-in to the Partner Center 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 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 Center. They both open the Office Admin Center 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


Quick Summary

To submit a request online for a supported on-premises product you sign-in to the Online Assisted Support portal (aka.ms/OAS) using an MSA or AAD account, then 1. Product selection, 2. Issue details and 3. Support plan and Add Contract or Buy now for Pay Per Incident (PPI)*.

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 (More info).

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*

* Starting August 2019, on-premise Product Support incidents will no longer be available. If you have already subscribed to Microsoft Action Pack, or are enrolled in Silver or Gold competency and your renewal date falls before August, 2019 you will retain the current on-premise product support incidents. For partners who subscribe to a Microsoft Action Pack, attain or renew a Silver or Gold competency, on or after August, 2019 these services will no longer be available. See On-Premises products. This does not affect Signature Cloud Support Please check partner center for exact competency requirements and benefits at your anniversary date. See also aka.ms/n-1 for support policy.

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

Partners with an active Microsoft Action Pack subscription and partners with an active competency are entitled to Microsoft Partner Network core benefits (Partner Support Gold 20pack, Partner Support Silver 15pack, Partner Support MAPS 10pack).


Note: The workflow includes an option to use Pay per Incident (PPI) for products not covered by MPN core benefits, see
aka.ms/n-1.

1.3 Access ID and Contract ID

You need the Microsoft PartnerNetwork 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).

If you do not know your Access ID and a Contract ID, please contact your primary program contact or follow the process for support contract activation.

1.4 Sign-in required

You need to use a Microsoft account or AAD Sign-in eg Partner Center to use the Online Assisted Support (OAS) portal (aka.ms/OAS).

2. Benefit activation

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

Partners with an active Gold or Silver competency may have their benefits activated proactively.

Partners with an active Action Pack subscription always need to request activation.

In Partner Center, the Global Admin or MPN Admin role can request activation via the Benefits and Technical menu.

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

3. 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. Product Selection: 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. Issue Details: 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. Support Plan: View the contracts associated with your Sign-in and select an existing support plan.

    OAS associated contracts and support plan
  4. Support Plan: The “Add or Purchase Support plan”  section is where you can add contract or buy a Pay Per Incident (PPI)
    a. Click Add contract to associate a new support contract
    b. Click buy now for Single or 5-pack incident purchase


    a. Click "Add contract" to associate a new support contract
    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.

                             
    ​ 
    Add new support contract.


    If you see “An error occurred while attempting to add the specified support plan …” or there is no response to adding the Access ID and Contract ID. Please click Support requests, then Create a request to refresh the page without losing your product and description information.  You may need to close the browser session and restart before the new support plan is displayed.                                                                                                        
    Support requests
         

    b. Click "Buy Now >" for Single or 5-pack incident purchase

    If you need to purchase a support incident click the Buy Now option and use a credit card to purchase support.

    Note: If you see an incorrect currency displayed, for example $ instead of your local currency such as Euro or £. Check the locale by scrolling to the end of the page  and selecting a different country / region.

    Add or purchase a support plan

     
    The 5-pack is not available in all regions. You are recommended to purchase a single incident because all incidents purchased must be used within 1 year.

    Fill out your credit card details to associate the payment to your current sign-in account. To change your settings, go to account.microsoft.com.
     
    Single incident

    When the Credit card has been saved, use to purchase the support incident. As stated in the workflow "You will be charged immediately. This transaction is subject to the Microsoft Services Agreement." To change your settings, go to account.microsoft.com.

    Note: 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 (More info).
    For contract activation, please refer to Microsoft Partner Network Support contract activation - (Blank) Hours or Incidents.

    Note

  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

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Contact Microsoft Partner Support
 
Are you a Microsoft Partner and need help from Microsoft 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 Microsoft support options.

 

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