Missing a support plan or An error occurred / Add Contract fails

Applies to: Partner

Symptom


During the Support Plan phase of the Online Assisted Support (OAS) workflow

1. An existing support contract is not displayed under “Select a support plan”

2. When you use the add contract button you see “ An error occurred while attempting to add the specified support plan …” or add contract fails silently and no contract is visible.

 

Two scenarios

1) Support contract not displayed:

a. Your support contract was previous added eg Partner Support Gold 20pack, it was ok and now you cannot see the contract.

b. You add a new contract for the first time for an old product version. If you select a recent product version eg Windows 10 the support contract is displayed and for the products and specific version you select, the support contract is not displayed. You cannot select a support contract, unless you buy a support incident.

Missing a support option? The product you selected might not be supported with your contract.We didn't find a support plan associated with your account. Please add a support plan from the options below.

2) Add Contract fails or An error occurred: You select Add or Purchase a support plan, then Add Contract, you enter a valid Access ID and Contract ID. The contract is not displayed, you have a silent failure with no error message or you see “ An error occurred while attempting to add the specified support plan …”

Add new support contract.

or

1

Cause


3 likely causes

1. You added an existing contract to the same account

When you add a support contract it is associated to your account, you only need to add a contract once to your account. If you add the same contract a second time, you may see “ An error occurred while attempting to add the specified support plan …”

2. The support contract information did not load correctly

If you are adding the support contract for the first time or your internet connection is slow. The most likely problem is the support contract information did not load correctly. You may see no error message or “ An error occurred while attempting to add the specified support plan …”

3. The Product version is not supported for your specific support contract.

The support plan will only be displayed if the product version is supported for the specific offering eg Partner Support Gold 20pack. If a valid product is selected, the support contract can be selected as normal. Each product or service will be supported according to the service guidelines for the specific offering. Only paid support covers mainstream and extended support for most products.

Resolution


1. You added an existing contract to the same account

See the Select a support plan section and select the contract you previously added. If you do not see the contract see 2.

2

2. Support contract is not displayed under “Select a support plan”

If the web page did not receive a validation response, the contract may not be displayed the first time you add it. The contract may be validated (even if you see an error), but not displayed correctly (invisible).

Click previous and next to reload the contract information. If you do not see the contract, close the browser and restart the workflow.

If the reload does not work please select a different locale in another geographic region. For example a UK partner should select the USA locale (or vice versa). Please remember to switch back to the correct locale before you submit a request or buy a support incident. If you do not see the contract see 3.

Note: Some contract and access ID include 0 or 00 at the start. Make sure you include 0 or 00 eg enter 0012345678 instead of 12345678

3. The Product version is not supported for your specific support contract.

If you expand the Unavailable support plans section the support plan may be displayed greyed out with the message Support plan cannot be used for support on the specified product (Code:8). Your support contract cannot be used for the product version you selected.

3

Support contracts included as part of program benefits eg MPN, Visual Studio etc are only entitled for recent product versions or have other product restrictions. You need to use a different support contract entitled for your selected product version or buy a new single incident. If the product is in mainstream or extended support (https://support.microsoft.com/lifecycle), select Buy Now to purchase a Single incident or Professional support 5-pack.

Note: Due to a bug (KB 4490370), 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

OAS Support Plan

More information


MPN Product support incidents

Microsoft Partner Network (MPN) Product support incidents are “Partner support Gold 20pack”, “Partner support Silver 15pack” and “Partner support MAPS 10pack”.

Partner support core benefits follow the N-1 support policy, for on-premises products and hybrid solutions. The N-1 support policy enables only the newer on-premises products (cloud product support is not changed). N-1 includes the current product (N) and the previous product version (N-1), and only for products in Mainstream Support. Older (N-2) products and any product where Mainstream Support has ended, are not available for support incident creation. If a partner attempts to use MPN Product support incidents for an old on-premises product e.g. Exchange Server 2010, the support offering will not be displayed because it cannot be used for the old product.

For more information see MPN Product support N-1 policy.

Signature Cloud Support and Advanced Support for Partners (ASfP)

The “Signature Cloud Support” and “Advanced Support for Partners” support offerings are restricted to Cloud products only. If the access ID and contract ID were used for a cloud product via the Azure portal, the support offering would be displayed because Azure is a cloud product.

Visual Studio Subscriptions (formerly MSDN)

Developer Tools such as the Visual Studio IDE and Team Foundation Services will receive both mainstream and extended support through their Visual Studio Subscription.

Non-developer products (such as SQL, Windows, SharePoint) downloaded from Visual Studio Subscriptions are eligible only for mainstream support. These products are only licensed for development environments to design, develop, test, or demonstrate applications. These products are not licensed for production environments.

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