How to get Microsoft Partner Network Help from the RSC

This article explains how to get help for questions related to the Microsoft Partner Network (MPN), from the Regional Service Center (RSC).

Contents

Who can get MPN help?
Existing members of the Microsoft Partner Network.

Organizations interested in becoming a Microsoft Partner.


What do RSCs help you with?
General questions or specific issues with your Microsoft Partner Network membership, subscription & payment, requirements, benefits, downloads and software (IUR including Cloud).

RSC may refer some incentives requests to a specialist incentives team. To access the specialist team directly please start chat from the incentives page (See http://aka.ms/incentives) OR select incentives via online submission to send requests direct to the incentives team.


Out of scope for RSCs:
RSCs can advise on how to use your MPN technical benefits. However, RSCs cannot create technical support incidents for you or on your customer’s behalf. For technical benefits information click here


How can I get help?

Self help
Top partner questions library
A list of questions per topic, updated to reflect current issues http://aka.ms/tpq

Incentives
See the incentives page on the MPN site (http://aka.ms/incentives) for information or to chat regarding the following Partner Incentives - Portfolio, Small and Medium Business, Cloud Services, Devices, cooperative marketing, and Software Asset Management (SAM)

Technical benefits information
Technical benefits entitlement and information how to use them see http://http://aka.ms/MPNTech

Cloud Support for Microsoft Partners see http://support.microsoft.com/kb/2993692

Step by step help to submit on-premises support incidents see http://aka.ms/accessID

Step by step to submit Technical presales and deployment services (aka advisory) see http://aka.ms/advhelp


Partner support community
Search answers from RSC, MPN Sign-in is required to ask a question – see https://partnersupport.microsoft.com


RSC helps you
Use Chat to get instant real-time support - available on all the Membership and Support pages during your working hours and business days. Please ensure you select the correct country / region on the MPN Portal.

MPN partners should Sign-in using an account associated with their MPN organization to get full access, view their organization information and save time submitting requests.

Partner employees without a Sign-in and organizations interested in becoming a Partner can use Chat.

Support options

Initial ResponseRequirementsAvailableComment
ChatInstantNone

An MPN Sign-in is optional
Business hours, working days



Some languages are available 24x5 eg EN or for Americas and EMEA time zones FR, ES
Real time support
Online submission1 business dayMPN Sign-inBusiness hours, working days

Submit a request 24x7*
Simple way to create a request 24x7
Contact Us1 business dayMPN Sign-inBusiness hours, working days

Submit a request 24x7*
See ALL your support options - self-help, chat, online submission and phone**
* Requests are worked during business hours and business days

** Phone number is only displayed for Gold, Silver and Network members with Action pack


MPN Sign-in
MPN Partners should click onto the icon in the top right and use their MPN Sign-in when they use the MPN portal. Sign-in will save time, enable access to online submission and give you access to your company information



When the partner is signed-in, the name and partner ID is displayed and online submission is enabled



Step by step guides

Chat (open to all, instant real-time support)
The quickest way to get help is via persistent Chat, available in the bottom right of the Membership and Support pages . If your request is too detailed for chat, you may request a call back by phone. Chat may not be available outside your normal working hours/days.

MPN partners should Sign-in using an account associated with their MPN organization . This will save time identifying your organization, contact details and enable you view your organization information using the MPN portal.

Partner employees without a Sign-in and organizations interested in becoming a Partner may also use Chat. 

Step by step
  1. Chat is available on all pages for the Membership or Support sections of the MPN site


  2. Click on the “Start a chat” widget in the bottom right of the page 


  3. Enter First Name, Last Name, Email address and question, then click Begin Chat

    If you are not a partner, save time and mention it in your request.

    If you are a Partner, you are recommended to use your MPN sign-in. The MPN Sign-in will save time identifying your partner organization and make additional information available to you on the MPN portal. You can Sign-in at any point, it will not close the chat session.


  4. You may chat direct with an Agent

    During busy times, you may enter a queue, you will be informed of your position in the queue and updated when your position changes (you hear a beep sound)
  5. Click Close Chat to end the session

Online submission (MPN Sign-in required, call back)
If chat is unavailable or you prefer to receive a call back, partners with an MPN Sign-in can create a request online
  1. View the Partner portal http://partner.microsoft.com and use your MPN Sign-in
  2. Select the Support, My Support, Submit a benefit or membership issue


  3. Enter your Phone number and Email address
    IMPORTANT: Please take care in selecting the most appropriate Country or Region because this controls the routing of your request ! If your country is not listed, please select another country in the same time zone. Request sent to the wrong region will be delayed!


  4. Enter a title, classify your request and enter a description
    Tip: Self-help resources are available in the top right (after you select Category, Area, Topic)


  5. You will see a confirmation, your tracking ID and receive a confirmation email

Contact Us (MPN Sign-in required, call back)
Partners with an MPN Sign-in will see relevant KB articles based on your request classification, if you cannot find an answer to your question you can use Chat, Online submission or view the phone number to call the RSC
  1. View the Partner portal http://partner.microsoft.com and use your MPN Sign-in
  2. Select the Support, Contact Us


  3. Select the Category, Topic and Issue to classify your request type


  4. Review the Recommended Solutions, they are based on your request classification, and they may answer your question before you submit a request! You may also get help from the partner community.


  5. You can pick your preferred support option
    1. Submit an issue – create an online submission request, receive a callback
    2. Start a Chat – instant, real-time support
    3. Call an Agent – call the RSC yourself



    Note: Phone number is only displayed for Gold, Silver and Network members with Action pack
More info
Who are Microsoft Partners?
A technology company who build, sell, service, and support IT solutions. They must sell more than 75% of their IT solutions and services to unaffiliated third parties.

As a Microsoft partner, you gain tools, resources, and support to build your business.

See https://partner.microsoft.com/membership

Full agreement



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ID članka: 3202548 - Poslednji pregled: 31.10.2016. - Verzija: 1

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