Missing a support option? The product you selected might not be supported with your contract

Applies to: Partner

Symptom


During the Support Plan phase of the Online Assisted Support (OAS) workflow, an existing support plan is not displayed or add contract fails.

You see the following text displayed

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.

Three scenarios

1) Support plan not displayed: support contract was previous added eg Partner Support Gold 20pack and it was displayed as expected. When a different product or product version is selected, the support plan is not displayed (it has disappeared).

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: Select Add or Purchase a support plan, then Add Contract, you enter a valid Access ID and Contract ID. The contract is not displayed as expected, there is no error message.

Add new support contract.

3) Support plan not displayed correctly. The first time a support plan is added you may need to refresh the page manually. Click previous and next; or close the browser and restart the workflow.

Cause


The selected product version is not supported by the support plan.

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 displayed, the support plan can be selected as normal. Each product or service will be supported according to the service guidelines for the specific offering.

Single incident or Professional Support 5-pack will support most products in mainstream and extended support – see https://support.microsoft.com/lifecycle. Support contracts for loyalty programs such as Microsoft Partner Network (MPN) or Visual Studio support a limited range of products. Please see examples below.

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).

Code 8

Support plan not displayed correctly.

If the web page did not receive a validation response quickly enough the contract may not be displayed the first time you add it. The contract may be validated, but not displayed correctly (invisible). Click previous and next; or close the browser and restart the workflow.

Resolution


If the product is in mainstream or extended support, 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

Examples


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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