Contents
Action Pack and Network member technical benefits
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Competency partners
*Partners who have only On-premises competencies are not entitled to Signature Cloud Support
For details about any of these competencies, please visit the MPN portal.
Hybrid: Application Development, Application Integration, Collaboration and Content, Communications, Datacenter, Data Analytics, Data Platform, DevOps, Enterprise Resource Planning, Messaging, Project and Portfolio Management, Windows and Devices
Action Pack partners need to request
support contract activation (creation) prior to using support incidents.
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MPN sign-in
Partners need an MPN Sign-in associated with their partner organisation to access MPN resources
Sign-in problems
If you have an existing MPN Sign-in and problems using Internet Explorer. Open using InPrivate (press Ctrl+Shift+P) and / or add Microsoft.com to Compatibility View.
How to become associated
Please follow the 2 steps below.
Step 1: Association and authorization
You have 2 options, contact your administrator or use individual association
a) Contact your administrator: The administrator signs in to the Partner Membership Center, Requirements & Assets, Invite People to Associate, Invite Multiple People, enter email addresses, approve Invitees. The administrator copies the Invitation URL and they send an email to the contacts.
b) Individual association: Start to Enroll Now, associate as an individual, Find Your Organization, and Submit E-mail. If the email matches one of Your Organization E-mail Domains, specified by the Global Admin (Organization Profile), you will be automatically authorised. If the email does not match, click Contact Administrator and wait for their approval (Accepted) email.
Step 2: Complete your profile
When the individual receives an approval (Accepted) email, Sign-in with your Microsoft account (Live ID), then open the link in the email, update your individual profile and accept the MPN legal agreement.
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Microsoft Partner Support Community
All active partners can use the Partner Support Community for partner membership or technical product support. The Partner Support Community is a private community for partners only, so you can feel confident knowing that the public is unable to search and see your questions. Every post to the Partner Support Community has a guaranteed initial response time from Microsoft support professionals. Partners may also respond to posts.
Please see the Partner Support Community and the FAQ for more information.
Support activation
Partners with a single or multiple competencies are entitled to a single set of core benefits per organization. They are proactively activated within a month of enrolment completion or may be activated on request. Competency partners who earn an additional competency at the location level are eligible to purchase a duplicate set of core benefits, known as the Additional Benefit Toolkit (ABTK).
Action Pack partners need to request support contract activation before they use product support incidents.
Product Support Incidents
Use your Product Support Incidents to help resolve specific symptoms encountered while using Microsoft software (where there is a reasonable expectation that the problems are caused by Microsoft products). Product support incidents provide reactive support that focuses on a specific problem, error message, or functionality that is not working as intended.
For non-urgent requests, partners can save their product support incidents by using the Partner Support Community with a guaranteed initial response from Microsoft support professionals (see above.)
There are two types of Microsoft Partner Network product support incident benefits:
- Product Support Incidents, for hybrid and on-premises competency partners, can be used for all supported products
- Signature Cloud Support Incidents, for Cloud or Hybrid competency partners, can be used for Cloud products only
Using product support incidents
Create support incidents using online submission. Online submission saves time when you bypass the phone queue and enables you to enter a more detailed problem description (including attachments) to help solve the problem faster. For on-premises products and Microsoft Azure, the Access ID and Contract ID are only entered once and conveniently associated with your sign-in for future requests.
| Support benefit | Products | Requirements | MPN Portal | Other support portals |
| Product support incidents | Recent* On-premises, and any cloud products | Core benefits access ID and contract ID | From the MPN portal, go to the My benefits and activities page, use your MPN sign-in, submit a request, Submit a Product Support Incident | http://aka.ms/OAS, use any Microsoft account |
| Signature Cloud Support | Microsoft Azure | Signature access ID and contract ID Advisors need administrative privileges or write permissions to the customer's subscription Cloud Solution Provider (CSP) Partner of Record | From the MPN portal, go to the My benefits and activities page, use your MPN sign-in, submit a request, Submit an Azure Incident | https://portal.azure.com, and sign in with the customer’s Azure subscription For more information, see Cloud support for Microsoft partners |
| Microsoft Office 365 and Microsoft Dynamics CRM Online | Advisors need Delegated Administrative Privileges (DAP) Cloud Solution Provider (CSP) Partner of Record Sign-in using an administrative account | From the MPN portal, go to the My benefits and activities page, use your MPN sign-in, submit a request, Submit an Office 365 Incident | Advisors use https://portal.office.com. Sign in to the portal, select the customer, and then click service request CSP use https://partnercenter.microsoft.com |
* Partner Product support incidents follow the N-1 support policy, for on-premises products. The N-1 support policy enables only the newer on-premises products. This includes all current (n) and the second most-current (n-1) versions of our on-premises products. Excluding any product where mainstream support has ended More information.
Advanced Support for Partners (ASfP) is a paid offering for Cloud-focused partners – More information
How to provision your Access ID and Contract ID
You can proactively associate your Access ID and Contract ID to your Microsoft account; without waiting until you need to create a support incident.
Take care to associate with the correct Microsoft account. The Azure Sign-in needs to be associated with your customer's Azure subscription. Therefore, it may be different from the Microsoft account used for your product support incidents.
See Map Access ID to this Microsoft account.
How to submit a Signature or Advanced Support for Partners incident
See Cloud support for Microsoft partners.
How to submit a product support incident
For product support or to buy support incidents From the MPN portal, go to the My benefits and activites page, use your MPN sign-in, click Submit Product Support Incident. If you are not entitled to MPN support incidents, you may purchase an incident during the workflow. If you do not have an MPN Sign-in and urgently need to submit a request, use aka.ms/oas and any Microsoft account.
For more information, see Using Access ID and Contract IDs to create on-premises support incidents.
Requesting an Access ID and Contract ID
Contact the primary program contact of your organization's headquarters to request the Access ID and Contract ID. If they cannot find the Access and Contract IDs, they should contact the Regional Service Center to have the information sent via email. Alternatively, you may ask for the Access ID and Contract ID to be resent to the primary program contact.
If you are: 1. located in the same country as the benefits and 2. have an MPN Sign-in. You may request the Access ID and Contract ID yourself, via the Regional Service Center. This applies to the North American, Latin American, European Middle Eastern, and African regions only.
From the MPN portal, go to the My benefits and activites page, use your MPN sign-in, submit a request, Create a Program Support Case.
Important: On the contact information page, please make sure you select the relevant the country or region because this controls the routing of the request.
Build your technical capabilities faster to accelerate sales, deployments and app development using your technical presales and deployment services benefits. Start your technical journey to receive technical guidance from Microsoft partner technical consultants through a recommended path of interactive, technical webinars (unlimited, no cost); personalized one-to-one technical consultations with virtual white-boarding, architecture reviews and shadowing of real-world scenarios; and Dev Chat for app development (unlimited, no cost.)
Get started on your technical journey
See KB 3121537 Using Technical Presales and Deployment Services
Additional resources:- My benefits and activities
- Using Technical Presales and Deployment Services
- Using an Access ID and a Contract ID to create on-premises support incidents
- MPN Partner support N-1 policy for on-premises products
- Map Access ID to this Microsoft account
- Microsoft Partner Network membership benefits cannot be displayed
- Cloud support for Microsoft partners (Signature, Advanced Support)
- Azure Support Guide
Contact Microsoft Partner Support
Note: Using the Contact Microsoft Support button requires you to login into the MPN site using a valid Microsoft Partner Network login. If you do not have a valid Microsoft Partner Network login or are having problems logging in to MPN, you can get more information or assistance from the MPN Support site.