Symptom
When creating an incident using a support contract on support.microsoft.com, the support offering selected or being added, cannot be used with the product selected.
Cause
Each product or service will be supported according to servicing guidelines for that offering. For complete details on the products covered by the support offering, refer to the offering details.
More information on Microsoft’s Product Support Lifecycle is available at www.microsoft.com/lifecycle.
Resolution
The alternatives for support are
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Select “Purchase Support”, then purchase a support incident using the payment options available in your region for products within the Microsoft lifecycle Policy.
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Select or add an alternative support offering (Use my existing contract . . .)
Examples
Microsoft Partner Network (MPN) Product support incidents are “Partner support Gold 20pack”, “Partner support Silver 15pack” and “Partner support MAPS 10pack”.
From July 22 2017, Partner support core benefits follow the N-1 support policy, for on-premises products. The N-1 support policy enables only the newer on-premises products (cloud product support is not changed). N-1 includes the current product (N) and the previous product version (N-1), and only for products in Mainstream Support. Older (N-2) products and any product where Mainstream Support has ended, are not available for support incident creation (“These contracts cannot be used with” message). If a partner attempts to use MPN Product support incidents for an old on-premises product e.g. Exchange Server 2010 Enterprise Edition, they will see the message: These contracts cannot be used with Exchange Server 2010 Enterprise Edition
The partner or customer could use an alternate support contract from Microsoft, for products within the Microsoft support lifecycle. Select the “Purchase Support” option or use an alternative support offering to create a support incident.
For more information see MPN Product support N-1 policy.
Advanced Support for Partners (ASfP)
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 e.g. 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 an alternate support contract eg MPN Product support incidents or they could select “Purchase support” then purchase a support incident.
Visual Studio Subscriptions (formerly MSDN)
Developer Tools such as the Visual Studio IDE and Team Foundation Services will receive both mainstream and extended support through their Visual Studio Subscription.
From August 2017, non-developer products (such as SQL, Windows, SharePoint) downloaded from Visual Studio Subscriptions are eligible only for mainstream support. These products are only licensed for development environments to design, develop, test, or demonstrate applications. These products are not licensed for production environments.
The partner or customer could use an alternate support contract from Microsoft, for products within the Microsoft support lifecycle. Select the “Purchase Support” option or use an alternative support offering to create a support incident.
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.