When using a support contract on support.microsoft.com, the support offering selected or being added, may not be eligible for the specific product selected.
Support offerings define their own supported product and versions, on a per offering basis. They are not obliged to follow the Microsoft lifecycle Policy. Therefore, a product supported according to the Microsoft lifecycle Policy, may not be supported by a specific support offering (see example below).
The alternatives for support are
Select “Purchase Support”, then purchase a support incident using the payment options available in your region for products within the Microsoft lifecycle Policy.
Select or add an alternative support offering (Use my . . .)
The “Advanced Support for Partners” support offering is 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 valid because Azure is a cloud product.
If a partner attempts to use the “Advanced Support for Partners” support offering for an on-premises product eg Exchange Server 2016 Enterprise Edition, they will see the message
These contracts cannot be used with Exchange Server 2016 Enterprise Edition
The partner could use the Microsoft Partner Network core benefits eg Partner support Gold 20pack, for on-premises products eg Exchange Server 2016 Enterprise Edition or they could select “Purchase support” to pay per incident online.
In the example below the user account has 2 contracts with different support offerings associated. The “Advanced Support for Partners” support offering cannot be used because an on-premises product is selected. However, the Partner support Gold 20pack support offering can be used, the user has selected the offering and when they click continue, they can create a support request.
Article ID: 4023619 - Last Review: 14.6.2017 - Revision: 9