Contents

Introduction

Steps

1. Do you get Partner support incidents?

2. Do you have a technical support contract?

3. How to see your remaining incidents and expiry date?

Partner FAQ for Support incidents. 

Introduction

A support contract tracks the number of support incidents you have available and when the benefit expires. When a support case is created, support incidents are deducted until 0 incidents remain or the benefit expires; then the benefit cannot be used.

Note: If you have a Visual Studio support contract or are a customer with 5pack of support incidents jump to step 3 to check the incidents remaining

Steps

If you have already used your support contract or have it associated to an account Sign-in, jump to step 3.

  1. Do you get Partner support incidents?

  2. Do you have a technical support contract?

  3. How to see your remining incidents and expiry date

If you are not sure what type of technical help you need – see the Do I need Technical support FAQ

1. Do you get Partner support incidents?

If you are a Microsoft Partner Network (MPN) partner you may receive support incidents as part of your technical benefits.

  • Product support incidents are used for recent On-Premises products - see aka.ms/N-1

  • Signature Cloud Support (SCS) is for Cloud products only

  • Entitlement depends on your membership offer, see below

On-premises Product Support incidents

Signature Cloud Support (SCS) incidents

Gold membership

20 incidents

 

Unlimited Signature Cloud

or 10 incidents*

Silver membership

15 incidents

 

Unlimited Signature Cloud

or 5 incidents*

Network member with Microsoft Action Pack (MAPS)

10 incidents
 

No SCS incidents

Network member

No Support incidents

No SCS incidents

* Cloud competencies get Unlimited Signature – Cloud competencies include: Security Competency, Cloud Business Applications, Cloud Customer Relationship Management, Cloud Platform, Cloud Productivity, Enterprise Mobility Management, Small and Midmarket Cloud Solutions.

2. Do you have a technical support contract?

MPN Partners can see their default support benefits, incidents, advisory hours and benefit expires date online.

  1. Sign-in to the Partner Center Dashboard > MPN > Benefits > Technical benefits

Note: The Contact technical support section (bottom left) contains a summary to explain how to use technical support. The Learn More link refers to a very detailed KB article that provides step by step instructions.

How many Partner support incidents are remaining ?

Your support contract must be activated before you can use any support incidents for Azure, Dynamics 365 and On-premises products (not required for Signature using O365)

  1. Click View details

  • If you see Contract ID and Access ID your support contract is active any your company may have used some support incidents  – see step 3 below

  • If you do not see the Contract ID and Access ID or you see the Activate button, your support contract needs to be activated before it can be used. A partner user account sign-in can see Contract ID and Access ID. However, the user account needs a Global or MPN partner admin user role to activate support contracts.

    • If your support contract is not activated, you have not used any support incidents

  • To learn more, see aka.ms/MPNContractActivation

Note: If a gold or silver member has product support Contract ID and Access ID displayed and they do not see Signature Contract ID and Access ID. Use the product support Contract ID and Access ID because Signature normally uses the same IDs as product support incidents.

3. How to see your remaining incidents and expiry date?

You will use the Support For Business workflow (aka.ms/SupportForBusinessto simulate creating a Windows 10 support incident (you do not need to create a support request). When you get to “Step 2: Tell us about the type of support you need”, you can see incidents remaining and expiration date. Other support portals do not show this information.

  1. Get started with Support For Business (aka.ms/SupportForBusiness) and create a support request

  2. If you have already associated a support contract to an account sign-in, please use the specific account to sign-in to save yourself time.

  3. Product Selection: Select Windows 10, any version, any problem because we will simulate creating a support incident to check available support incidents. Do not worry, you cannot create an incident by accident because we stop at stage 3 and do not create an incident until stage 7.

  4. Issue Details: Enter Test for issue title and description

  5. “Step 2: Tell us about the type of support you need”

3

a. If you have already associated a support contract.

Existing support contracts are displayed, including end date and incidents remaining

4

 b. “Would you like to see unavailable support plans ?” is where you can see error messages for associated support plans such as Signature Cloud support (or invalid Partner support incidents). You see the error ”Support plan cannot be used" because you selected Windows 10 and Signature is only valid for cloud products. We are using a workaround because Cloud product support portals do not show incidents remaining.
If your Partner support incidents have no incidents remaining or have expired you may also see the support contract displayed under “Unavailable support plans

5

c. If you have not associated a support contract expand “Add or Purchase a support plan” and click the Add contract button to enter your Access ID and contract ID and associate to your support contract. see 2. To get your IDs activate or 1. To check if you get incidents

8

For more information - see Technical Support for Microsoft Partners (aka.ms/MPNTechSupport) and select On-Premises products

Partner FAQ for Support incidents

A. Either you used a different sign-in and the new sign-in does not have the contract associated, or your contract has expired / has no support incidents remaining

Your support contract is associated to your account sign-in. You need to use the same account you used last time or associate the support contract to a new account (MPN support incidents use a single Access ID for multiple users accounts).

If your support contract expires or you run out of incidents, the support contract is no longer displayed. The Support for business workflow, stage 3 Support plan, shows associated support contracts, incidents remaining and expiration date – see above

A. Yes, for Azure, Dynamics 365 and On-premise support (not required for Office 365) See Technical Support for Microsoft Partners

A. No, only the Support for business workflow has this functionality – see above. For the cloud portals the support contract is no longer displayed when it expires or there are no incidents are available.

A. Sign-in using Partner Center Dashboard > MPN > Benefits > Technical benefits expand the benefit and if you see the Contract ID and Access ID the support contract has been activated. To activate your support contract – see above or for more details see 2904733

A. You need to correctly identify if you need Technical Support or Technical Presales and Deployment Services (Advisory) because the service is delivered by 2 different teams and you do not want your request to be delayed if you send to the wrong team.

Note: It is possible you need both types of help for a single solution. Then you need to create 2 separate requests.

Step
 

Technical support (Break-fix)
 

Technical Presales and Deployment Services (Consultation / Advice)

Quick Check

Functionality broken or you see an error message.

You need help with technical sales or deployment.

Scenario

Work with technical support engineers for reactive break-fix troubleshooting to fix a specific issue / problem, error messages, or functionality that is not working as expected for Microsoft products. Example: “It was working, but now it fails with error code 123”

Work with Partner Technical Consultants (PTC) for a technical consultation focused on cloud services with limited On-Premises products, to build your technical capabilities faster to increase sales, deploy more effectively, and accelerate app development.

Ask yourself

Q. Do you have a specific problem, an error message / failure or need help troubleshooting functionality that is not working as expected?

A. Yes. Technical support (Break-fix).

 

Q. Do you need proactive technical guidance or information for development, deployment or Technical presales?

A. Yes. Technical Presales and Deployment Services (Consultation / Advice)
 

Supported products

Cloud services products are always supported, see the Modern Lifecycle Policy.

On-premises products follow a 10 year fixed lifecycle policy for paid professional support.

MPN On-Premises product support incidents follow the current (N) and next most recent product (N-1) - see aka.ms/N-1.

Cloud services products are supported.

Exclusively on-premises products are restricted to Windows 10, Windows Server, and Microsoft SQL – see aka.ms/TPDSProducts



 

 

Partner benefits

Gold, Silver and Action pack for On-Premises products

Gold or Silver for Cloud products (Signature Cloud Support)
 

Gold, Silver and Action pack partners only

Network members without Action pack are not supported unless they buy Action Pack – learn more

How to use

See aka.ms/MPNTechSupport 
 

See aka.ms\TPDSHelp

 

 

Additional resources:

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.

 

Contact Microsoft Partner Support

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