Cloud support for Microsoft partners

How to submit a Signature Cloud Support or Advanced Support for Partners incident:

Submit an incident now


Tip: Internet Explorer and Edge users can open using InPrivate (press Ctrl+Shift+P) to minimize sign-in issues


Support programs and offerings

Microsoft is committed to helping partners continue their growth momentum and provide the best service to their customers by offering flexible support options aligned with their needs and capabilities. Whether you are starting or expanding your cloud business, Microsoft has the right support program for you.

Signature Cloud Support(SCS):
Microsoft Partner Signature Cloud Support provides partners with cloud support to help keep their customers' services operating smoothly. SCS handles technical support scenarios for Microsoft Office 365, Microsoft Dynamics CRM Online, and Microsoft Azure. To verify that you are eligible for this benefit and to learn more, see the Microsoft Partner Network technical benefits summary.


Microsoft Advanced Support for Partners(ASfP):
Microsoft Advanced Support for Partners offers cloud support at an accessible price point that helps you be a great ally to your customers and grow your business faster. With fast-response problem resolution, support from Services Account Managers, and early access to insights and information, you can better serve your customers and accelerate your cloud practice. Learn how by visiting the Microsoft Advanced Support for Partners(ASfP) page.


Premier Support:
Premier Support keeps you ahead of the curve, delivering flexible, managed support offerings for you and your customers that can help you grow your business and develop a more productive relationship with Microsoft. Partners receive proactive support services for developing, deploying, and supporting Microsoft technology whether on-premises, hybrid, or in the cloud. To learn more, visit the Premier Support page.

For more information see Microsoft Partner Support Offerings.

Step by Step: Office 365 or Microsoft Dynamics CRM Online technical support

  1. Requirements
    To submit a support request on behalf of your customer they must give you Delegated Administrator Privileges (DAP). You send the customer a delegate admin offer, they are sent an email and click on a link to give your organization Delegated Administrator Privileges. Finally, you need to Assign administrative access to companies you support to give a user in your own organization the permissions to act as a delegated administrator on behalf of your clients.

    For more information, see Help for partners

    Note: Cloud Solution Providers (CSP) have Delegated Administrator Privileges (DAP) for all their customers by default.
  2. Benefit activations
    Your support benefits are activated automatically
    and assigned based on your tenant ID. You do not need to add support benefits or use Access ID and contract ID for online requests.

  3. New Office 365 and Microsoft Dynamics CRM support request
    After completing online submission, you will be contacted by a Microsoft support professional.

    Note: Cloud Solution Providers (CSP) start requests via: https://partnercenter.microsoft.com. Select the Dashboard, select Customers, click the Customer's subscription, Service management, Click Create or view Service request to open the Office 365 admin Center –see create a service request below.
Check requirements, then click https://portal.office.com. You must sign-in with an account assigned “administrative access to companies you support” to use Delegated Administrator Privileges (DAP)

  1. The screenshot for this step
  2. Once you have logged in, click on the icon on the left hand corner of the home page. This will display the menu of options to choose from. The Partner option will be displayed if you are a Partner with Delegated Admin Privileges.


    Note: To create a request for any tenant where you are a local Administrator, click the Admin tile - see below.

    The screenshot for this step

  3. To use DAP to submit an incident on behalf of your customer:
    1. Click on the Partner tile and you will be directed to the Partner Admin Center where you will see a list of all of your customers for which you have Delegated Admin Privileges (DAP).

      The screenshot for this step
    2. Select the customer then click on Service Requests.

      The screenshot for this step
    3. Verify the name of the customer and click on the "+" symbol to add your Service Request.

      The screenshot for this step
    4. Under Create a service request, select the topic that most closely matches your issue. For example, if you need help with Enterprise Mobility Suite you would select a relevant topic such as Identify Management, then the feature eg Multi-Factor Authentication.
      Note: Cloud Solution Providers start their requests via Partner Center, dashboard, customer service management and they open the Office admin Center at this stage.

      The screenshot for this step
    5. Identify the issue by selecting the Feature and Symptom from the dropdown lists.

      The screenshot for this step
    6. Describe your issue by completing the Issue summary and Issue details fields. Note: These fields will automatically appear after the Feature and Symptom fields have been completed. Click Next.

      The screenshot for this step
    7. If there are suggested resolutions for your issue, review them by selecting the appropriate hyperlink. If none of the suggestions resolve your issue, click Yes, continue.

      The screenshot for this step
    8. If there are no suggested resolutions for your issue, click Yes, continue. Note that there are additional options listed if at any time you would like to go back and modify your entry, or if you would like to cancel your request.

      The screenshot for this step
    9. Complete the Is your service unavailable, How many users are affected, and Enter an email address fields. If you have additional documentation to provide, click Attach a file. Click Next.

      The screenshot for this step
    10. Review and confirm the information that is auto-populated on the screen. Click Submit ticket.

      The screenshot for this step
    11. After the submission has been received, you will receive a confirmation message. Note: The Service Request reference number in the service request list. Note: The customer name in the upper-right corner to ensure the case has been submitted for the correct customer.

      The screenshot for this step
  4. To submit an incident on your own behalf (i.e., your own subscription or a subscription where you have Administrative permissions).
    1. Click on the Admin tile of the Office 365 Administration home page.

      The screenshot for this step
    2. In the Office 365 admin center on the left side of your screen, scroll down to the Support option and click on Service Requests.

      The screenshot for this step
    3. Click on the "+" symbol to add your Service Request

      The screenshot for this step
    4. Under Create a service request, select the topic that most closely matches your issue. For example, if you need help with Enterprise Mobility Suite you would select a relevant topic such as Identify Management, then the feature eg Multi-Factor Authentication.
      Note: Cloud Solution Providers start their requests via Partner Center, dashboard, customer service management and they open the Office admin Center at this stage


      The screenshot for this step
    5. Identify the issue by selecting the Feature and Symptom from the dropdown lists. Describe your issue by completing the Issue summary and Issue details fields (these fields will appear once the Feature and Symptom fields have been completed). Click Next.

      The screenshot for this step
    6. If there are suggested resolutions for your issue, review them by selecting the appropriate hyperlink. If none of the suggestions resolve your issue, click Yes, continue. Note: that there are additional options listed if at any time you would like to go back and modify your entry, or if you would like to cancel your request.

      The screenshot for this step
    7. If there are no suggested resolutions for your issue, click Yes, continue.

      The screenshot for this step
    8. Complete the Is your service unavailable, How many users are affected, and Enter an email address fields. If you have additional documentation to provide, click Attach a file. Click Next.

      The screenshot for this step
    9. Review and confirm the information that is auto-populated on the screen. Click Submit ticket.

      The screenshot for this step
    10. After the submission has been received you will receive a confirmation message. Note: The Service Request reference number in the service request list.

      The screenshot for this step

Step by Step: Microsoft Azure technical support

Check requirements, benefit activation (Link Existing 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
    First check that you meet the three requirements below
    1. Your support request must be associated with an Azure subscription. Therefore, you need to Sign-in with the relevant Azure subscription before you submit a support request or you will see the error “You don't have a subscription.“
    2. If submitting a request on behalf of a customer, you need to have a Sign-in for the customer’s subscription. You also need to be a Cloud Solution Provider Partner of Record, OR have Azure classic portal “administrative privileges” (service administrator or co-administrator), or have ‘write permissions’ (owner, contributor) on the customer’s Microsoft Azure subscription.
    3. You need an Access ID and a Contract ID to add a new support plan (Link Existing benefits) eg Signature support, Advanced Support for Partners (thereafter, it will be associated to your sign-in information for future requests).


    Note: The access ID and contract ID are sent to the primary program contact when the benefit is activated. Signature Cloud Support (or ASfP) has its own special access ID and contract ID; it is not the same as the Microsoft Partner Network product support benefits.

    To request access ID and contract ID – see below

    Note: Cloud Solution Providers (CSP) start requests via: https://partnercenter.microsoft.com. Select the Dashboard, select Customers, click the Customer's subscription, Service management, Click Create or view Service request to open the Azure portal and create a new request. CSP have a “Cloud Solution Provider” support plan and do not require benefit activation.

  2. Benefit activation (Link Existing benefits)
    Note: Cloud Solution Providers (CSP) have a “Cloud Solution Provider” support plan and therefore they do not need to Link Existing Benefits.

    Entitled partners should use their Signature Cloud Support (SCS) benefit. Partners who do not have Signature support should use Product Support incidents. For benefits entitlement see Microsoft Partner Network technical benefits summary.

    You must have the Access ID and Contract ID or already have the benefits linked to your subscription sign-in before you can submit a new support request. Access ID and Contract ID are sent to your primary program contact following benefit activation. To request Access ID and Contract ID see Requesting access ID and contract ID

    To associate the Access ID and Contract ID to multiple subscriptions, use Map Access ID to this Microsoft Account for the relevant subscription Sign-in.
    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


    3. On the home screen click the Link Existing Benefits tile


    4. Enter the Access ID and Contract ID, then click Link


    5. 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


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

    The next time you Sign-in follow the New Azure technical support Request process below because you do not need to enter the Access ID and Contract ID again.

    If you need to associate the Access ID and Contract ID to multiple subscriptions, use Map Access ID to this Microsoft Account for the relevant Sign-in. You may also remove benefits from the Microsoft account if required.
  3. New Azure technical support Request
    Cloud Solution Providers (CSP) start request creation via Partner Center and have a "Cloud Solution Provider" support plan, therefore they do not need to activate benefits.
    1. From the portal dashboard click Help + support


    2. Click the + New support request tile
      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 Existing benefits. CSP select the Cloud Solution Provider support plan.

      Note: Unfortunately, the Support plan name is not display for partner support contracts. The support contract may be identified by the year, text eg SCS or Partner Advanced and the Partner ID. In the example below we have 15 SCS – 4648141 – unk (0037xxxxx). The contract was created in 2015, SCS is Signature, and 4648141 is the partner ID.


    4. If you have added benefits, select your support plan and if not then see Link Existing 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


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


    7. Click Manage support requests to see the new or existing request

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 have their benefits activated proactively and Action Pack partners need to request activation. Contact your local Regional Service Centre (RSC) for contract activation or to resend the Access ID and Contract ID.

Gold, Silver and Microsoft Action pack subscribers, can submit an RSC request online:
  1. Logon with your MPN Sign-in and see My benefits and activities
  2. Click Submit a request, then select Create a program support case
Note: Action Pack partners should state if they have a cloud sale and for what product. A cloud sal is required for Action Pack to earn 5 Advisory hours. 

On the contact information page, please make sure you select the relevant country or region because this controls the routing of the request.



Additional resources:


Microsoft Advanced Support for Partners

Office 365 Help for partners

Azure Support Plans

Microsoft Partner Network technical benefits summary

My benefits and activities

Using Technical Presales Assistance and partner advisory hours

Properties

Article ID: 2993692 - Last Review: 07/21/2016 23:26:00 - Revision: 60.0

  • kbnosurvey kbnorightrail kbconsumer KB2993692
Feedback