Microsoft Partner Signature Cloud Support is an exclusive technical benefit that provides qualified competency partners with an elevated level of technical support for select Microsoft cloud products. You will receive access to technical support engineers who will work directly with you, have extensive product-specific knowledge, and are accountable for driving cases from start to finish.
For more information about Signature Cloud Support, program benefits, and associated competencies visit the Microsoft Partner Network.
Frequently asked questions:
How do I contact the Signature Cloud Support team?
There are multiple ways to contact the Signature Cloud Support team. You can call the Office 365 support line, or use the Office 365 Admin portal. We recommend opening a service request via the Office 365 Admin portal/Partner center.
As a Microsoft partner:
In our tools, we are ensuring that your Office 365 partner tenant is flagged. If you have the Partner tab at the top of your Office 365 Admin portal, you are ready to go! If not, go to http://aka.ms/PartnerFeatures to learn how to enable partner features on your Office 365 account.
On behalf of customers:
When using your partner features, you should have a delegated administrator set up for your customers. Use the “Administer on behalf of” capability to open support requests on behalf of your customers. For Cloud Solution Providers, you are required to open a support request in Partner Center, which will establish an on-behalf-of relationship with your customers programmatically.
Review these helpful links on how to create tickets using the O365 admin portal or Partner Center.
- How to create Signature Cloud Support Ticket on O365 Portal
- How to create a ticket on Partner Center
What is the scope of support for Signature Cloud Support for Office 365?
SCS 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, Microsoft 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.
We will determine the severity of your issue and then reach out to you accordingly.
How do I escalate my service request?
If you need assistance on an Office 365 technical support service request that is currently with the Partner Support team, here’s what you can do:
- First, try contacting your support engineer and their backup via email. You may optionally contact Microsoft by phone.
- 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.
- 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.
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.
What are the top resources that I should make my support teams aware of, so they don’t need to contact Microsoft?
- For Office 365 product related issues, visit the Office 365 Support Community.
- For information about converting your internal-use rights benefits, see this support article: Sign Up for Office 365 Using Your Internal-Use Rights.
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.