Signature Cloud Support Benefit Overview

Summary
Signature Cloud Support (SCS) is available for gold and silver partners with qualifying competencies. Please share this guide with your teams that contact Microsoft for support and use it to help answer questions about your benefits and how to ensure you are set up properly.
More information
Signature Cloud Support is an exclusive partner technical benefit that provides qualified cloud competency partners with an elevated level of technical support for Microsoft cloud products. The Signature Cloud Support benefit provides partners with access to technical support engineers who work extensively with partners, have extensive product-specific knowledge, and are accountable for driving cases to resolution from start to finish.

Signature Cloud Support handles technical support scenarios for Office 365, CRM Online, Windows Intune, Enterprise Mobility, and Microsoft Azure.

For more information about Signature Cloud Support, program benefits, and associated competencies visit the Microsoft Partner Network.


What is the scope of support for Signature Cloud Support for Office 365?
Signature Cloud Support for Office 365 handles technical support scenarios surrounding Office 365. Issues around billing, presales, help and how-to, and password resets or questions about other products, such as CRM Online, Windows Intune, Enterprise Mobility, and Microsoft Azure, are handled by other teams. When you submit a service request, it will be routed to the responsible team. 

For all presales, deployment preparation, or advisory (help and how-to) questions, visit the Support tab on the Microsoft Partner Network portal. Under My support benefits and activities, you can request a callback from a partner technical consultant (PTC). You can also see all of your available Microsoft Partner Network support benefits here. 

To view all Office 365 offerings available to partners, see this article: Sell, Deploy, and Support Microsoft Office 365.

What is the scope of support for Signature Cloud Support for Microsoft Azure?
Support for billing and subscription management issues are covered with the Azure subscription at no additional cost; an Azure Support plan is not required to receive support for these types of issues. 

Product support for Microsoft Azure, also known as “Break-fix”, is available through the Signature Cloud Support benefit. "Break-fix" is an industry term that refers to "the work involved in supporting a technology when it fails in the normal course of its function, which requires intervention by a support organization to be restored to working order."  

The technical product support boundaries are limited to support incidents created through online submission, regarding an Azure subscription (subscription ID) associated to the user account used to access the Azure Management portal (service administrator or co-administrator). 

Incidents related to an Azure subscription in which the current signed-in user is not a service administrator or co-administrator of the subscription are out-of-scope (on-behalf of scenarios). Support incidents related to advisory, presales or partner benefits support are also considered out-of-scope and will be redirected to the appropriate partner channels. 

Partners that are eligible for Signature Cloud Support for Azure can still receive Azure break-fix support for their customer's Azure subscription, by either: 
  • Attempting to reproduce the customer’s issue on that partner’s subscription
  • Requesting best effort support, as long as it does not require the support engineer to access any Azure subscription in which the partner is not a service administrator or co-administrator

Are there any prerequisites or requirements that must be met in order to submit a technical support incident for Microsoft Azure?
Yes. In order to successfully submit an incident for Microsoft Azure, the following two prerequisites must be met:
  1. You must have a Microsoft Azure subscription to submit a support request. If submitting an incident on behalf of a customer, the account logged in to the Azure Portal must either be the Cloud Solution Provider Partner of Record, have “administrative privileges” (service administrator or co-administrator), or have ‘write permissions’ (owner/contributor) on the customer’s Microsoft Azure subscription. 
  2. You need an access ID and a contract ID to add the new Signature support option (thereafter, it will be associated to your sign-in information for future requests). The access ID and contract ID are sent to the primary program contact when the benefit is activated. Signature Cloud Support has its own special access ID and contract ID; it is not the same as the Microsoft Partner Network product support benefits.  

You can find a step-by-step guide here.


What is the scope of support for Signature Cloud Support for Microsoft Dynamics CRM Online?

Support for billing and subscription management issues is covered with the Microsoft Dynamics CRM Online subscription at no additional cost; a CRM Online Support plan is not required to receive support for these types of issues.

Related products within the CRM Online Enterprise or Professional offers, such as Microsoft Social Listening, Microsoft Dynamics Marketing, or Parature, from Microsoft, are not currently included in Signature Cloud Support.

Product support for Microsoft Dynamics CRM Online, also known as “Break-fix”, is available through the Signature Cloud Support benefit. "Break-fix" is an industry term that refers to "the work involved in supporting a technology when it fails in the normal course of its function, which requires intervention by a support organization to be restored to working order." Questions or issues pertaining to non-technical scenarios (for example, help/how to, billing) and those for other services (for example, Microsoft Social Listening, Microsoft Dynamics Marketing, or Parature, from Microsoft) will be routed to the responsible teams for resolution. Non-break-fix requests can be submitted by going to http://aka.ms/contactsupport.

The technical product support boundaries are limited to support incidents created through online submission regarding a Microsoft Dynamics CRM Online subscription associated to the user account used to access the Microsoft Online Services Portal (administrator). 

Any incidents related to a Microsoft Dynamics CRM Online subscription in which the current logged-in user is not an administrator/co-administrator or has not been granted delegated administrator privileges (DAP) to the subscription are out-of-scope (on-behalf of scenarios). Support incidents related to advisory, presales or partner benefits support are also considered out-of-scope for “Break-fix” and will be redirected to the appropriate partner channels.

Partners that are eligible for Signature Cloud Support for Dynamics CRM Online can still receive break-fix support for their customer's CRM Online subscription, by either: 

  • Attempting to reproduce the customer’s issue on that partner’s subscription
  • Requesting best effort support, as long as it doesn’t require the support engineer to access any Dynamics CRM Online Subscription in which the partner individual is not an administrator

Are there any prerequisites or requirements that must be met in order to submit a technical support incident for Microsoft Dynamics CRM Online?
Yes. In order to successfully submit an incident for Microsoft Dynamics CRM Online, the following three prerequisites must be met:
  • You must have a Microsoft Office 365 login (the one you use to access the Microsoft Online Portal)
  • You must already have a Microsoft Dynamics CRM Online subscription
  • You must have an administrator/co-administrator role or delegated administrator privileges (DAP) on the Microsoft Dynamics CRM Online subscription
     
How do I submit a Signature Cloud Support incident?
For Office 365 and Microsoft Dynamics CRM Online:
  1. On the Cloud support for Microsoft partners page, click the Submit service request online link next to the Office 365 and Microsoft Dynamics CRM Online logos. 
  2. This link will take you to the Office 365 portal, which will direct you to the Office 365 sign in page (if you are not already signed in). Enter your partner login ID and password.
  3. Once you have signed in, click the icon in the left hand corner of the home page. This will display the menu of options to choose from. The partner option will display if you are a partner with delegated admin privileges. 
  4. To submit an incident on behalf of your customer:
    • Click on the partner option and you will be directed to the Partner Admin Center where you will see a list of all your customers for which you have delegated admin privileges (DAP).
    • Select the customer, then click on Service Requests.
    • Verify the name of the customer and then click the addition (+) symbol to add your service request.
    • Under Create a service request, select the topic that most closely matches your issue.
    • 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. Note: These fields will automatically appear after the Feature and Symptom fields have been completed. Click Next.
    • If there are suggested resolutions for your issue, review them by selecting the appropriate link. If none of the suggestions resolve your issue, click Yes, continue.
    • If there are no suggested resolutions for your issue, click Yes, continue. Note: 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.
    • Complete the Is your service unavailableHow many users are affected, and Enter an email address fields. If you have additional documentation to provide, click Attach a file. Then click Next.
    • Review and confirm that the information auto-populated on the screen. Click Submit ticket.
    • After the submission has been received, you will receive a confirmation message. Note the Service Request reference number in the service request list. And, note the customer name in the upper right corner to ensure that the case has been submitted.

  5. To submit an incident on your own behalf (your own subscription):
    • Click on the Admin of the Office 365 Administration home page.
    • In the Office 365 Admin Center on the left side of your screen, scroll down to the Support option and click on Service Requests.
    • Click the addition (+) symbol to add your service request.
    • Under Create a service request, select the topic that most closely matches your issue.
    • 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.
    • If there are suggested resolutions for your issue, review them by selecting the appropriate link. If none of the suggestions resolve your issue, click Yes, continue. Note: 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.
    • If there are no suggested resolutions for your issue, click Yes, continue.
    • 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. Then click Next.
    • Review and confirm that the information auto-populated on the screen. Click Submit ticket.
    • After the submission has been completed, you will receive a confirmation message. Note the Service Request reference number in the service request list. 

For Microsoft Azure:

  1. On the Cloud support for Microsoft partners page, click the Submit a service request online link next to the Microsoft Azure logo.
  2. In Other support options, click the Program Benefits support(MSDN, BizSpark, Microsoft Partner Network, Signature Cloud Support) link.
  3. Select Product, Problem type, and Category. Then click Continue.
  4. On the Select a contract page, select the professional support contract associated with your Signature Cloud Support benefit. If a professional support contract is not available, then add one by providing your access ID and contract ID associated with your Signature Cloud Support benefit. After adding a new professional support contract, select the contract and then click Continue.
  5. On the Your contact information page, validate that a valid Telephone number, Email address, and Time zone are provided, then click Continue.
  6. On the Problem Details page, fill out the entire form, upload any relevant files, and then click Submit.
  7. After the submission has been received you will receive a confirmation message and an email confirmation will be sent to your preferred email address.
How do I escalate my service request?
If you need assistance on a technical support service request that is currently with the Partner Support team, here’s what you can do:
  1. First, try contacting your support engineer and their backup via email. You may optionally contact Microsoft by phone. 
  2. If you do not receive a response from your support engineer, forward the latest email about the case to the support engineer’s manager listed in his email signature.
  3. If none of the above work and your case is Severity A, call support and someone will transfer you to the next available support engineer.
Note: For billing issues, call the Regional Service Center for an update.

My customer opened a service request and there hasn’t been much progress. Can you help?
Absolutely. If your customer has a case open with the frontline teams, the customer can contact the support engineer’s manager listed in his email signature if no progress has been made on the case.


Microsoft Partner, MPN, Signature Cloud Support, SCS
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Article ID: 2996739 - Last Review: 08/11/2016 01:22:00 - Revision: 31.0

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