Microsoft Technical Support Benefits

Technical Benefits

Benefit name/offer and benefit type	Microsoft Product Support	Partner Advisory Hours
Microsoft Action Pack Subscription Support benefit MAPS Core	Microsoft Product Support – 10 incidents	5 hours

Contact technical support

Cloud products

Open a new technical support ticket, on behalf of your customer.

From the Partner Center menu select Customers, select the specific customer, and then Service management. In the Support Requests section, select New request, and select the product to open the relevant product portal.

On-premises product

Use the Support for Business workflow, “Support plan” (page 3) is where you Add Contract (AAD or MSA Sign-in) or select Buy now for Pay-Per-Incident (MSA Sign-in)

Note: For Cloud and On-premises products you need the Contract ID and Access ID – see benefit above to activate or to view Contract ID and Access ID.

Learn More

Contact technical presales and deployment services

Use your technical presales assistance or advisory hours benefit to request technical assistance during the presales, design, deployment, and app development phases of your cloud and hybrid solutions.

• Learn more
• Submit technical presales and deployment request

From <https://partner.microsoft.com/en-us/dashboard/mpn/membership/benefits/technical>

Technical Support for Microsoft Partners

Applies to: Partner

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Contents

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MPN benefits and Technical support

Azure

Office 365, Intune, EMS

Dynamics 365

Cloud App Security

On-Premises products

Additional resources

MPN benefits and Technical support

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MPN Technical benefits

As part of the Microsoft Partner Network membership, partners are eligible for the following technical support:

Technical Support	Action Pack	Silver Competency	Gold Competency
On-Premise Product Support Incidents*	10 Incidents	15 Incidents	20 Incidents
Cloud Products: Signature Cloud Support	–	Cloud Competencies: Unlimited	Cloud Competencies: Unlimited
All Other Competencies: 5 Incidents	All Other Competencies: 10 Incidents

Cloud competencies include: Security Competency, Cloud Business Applications, Cloud Customer Relationship Management*, Cloud Platform, Cloud Productivity, Enterprise Mobility Management, Small and Midmarket Cloud Solutions.

*Cloud Customer Relationship Management discontinued from Oct 1^st 2019.

MPN technical Support

This article is for members of  Microsoft Partner Network Partners (MPN) who need to know how a technical support incident can be created using MPN Partner benefits.

Technical support provides troubleshooting for a specific problem, error message or functionality that isn’t working as expected.

Note: If you are looking to build your technical capabilities faster to increase sales, deploy more effectively, and accelerate app development this is NOT technical support – see Technical Presales and Deployment Services.

1. Cloud services

For Cloud service eg Azure, Dynamics 365 etc Partners use Delegate administration to create support requests for their customers. Delegated administration is where a partner has a relationship with a customer, the partner user creates a support request On behalf Of (OBO) their customer. The request is created on the customer tenant, by the partner user.

Setup delegated administration

1. Enable Delegated Administrative Privileges (DAP) at the customer level

a. Enabled by default for CSP and Indirect provider – see  Azure CSP Delegate administration

b. For Advisor partners: Customers, Request a relationship and email the customer global admin – More information

2. Enable the partner user to support your customer by assigning the admin agent security role for users on your partner tenant

Create support request

3. The partner admin agent user opens the customer in Partner Center and selects the relevant workload eg Azure, Dynamics 365 and creates a new request
4. Start with the Partner dashboard > Support > Customer requests
5. The relevant products portal is opened and a support ticket is created on the customers tenant

For Azure and Dynamics 365, partners need the Access ID and Contract ID for Signature Cloud Support (competency partners only) – see 2904733.

2. On-premises product support incidents

For on-premises products, there is no On behalf Of (OBO) process, add your support contract and create the support incident with your contact details.

1. Use any MSA or AAD account to sign-in to the Support for Business portal and Create a support request

2. You need the support contract Access ID + Contract ID for Partner Product Support Incidents (excludes Signature) to add a support contract – see 2904733

From the Support for Business portal, click Get started then 1. Product Selection, 2. Issue details.

3. Support plan is where you add contract or click Buy Now to purchase a support incident.

a. When you Add Contract, if your contract is not displayed click previous then next or close the browser and reopen – see 4023619

b. Partner on-Premise Product Support Incidents can be used for the 2 most recent product versions. For older product versions partners must purchase support incidents – see 4032154

4. If you need to purchase a support incident for an old products version. 1. Select the relevant locale/ country in the bottom left of the page and 2 Use an MSA Sign-in and a credit card to purchase Pay Per Incident (PPI) – see 4490370

Contact Support

https://partner.microsoft.com/support is your single point of contact for help on all Partner related issues eg MPN program, Licence activation, Partner Center migration, and Technical issues.

Step by Step: Microsoft Azure technical support

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Check requirements, benefit activation (Link support benefits) and then submit your New Azure technical support request or check an existing request. After completing online submission you will be contacted by a Microsoft support professional.

1. Requirements:

1.1 Delegated Administrator Privileges (DAP)

CSP and Indirect providers are enabled with delegated administration for all their customers by default – see  Azure CSP Delegate administration

Advisor partners need to setup delegated administration at the customer level, per customer. View Customers, Request a relationship and email the customer global admin – More information.

1.2 Assign the delegated admin security role to the relevant users in your partner organisation

Enable the partner user to support your customer by assigning the admin agent security role for users on your partner tenant.

The partner admin agent user opens the customer in Partner Center and selects the relevant workload e.g. Azure, Dynamics 365 and creates a new request.

1.3 Access ID and Contract ID

You need an Access ID and a Contract ID to add a new support plan (Link support benefits) e.g. Signature support, Advanced Support for Partners. This is a one-off activity because the support contracts will be associated to your sign-in for future requests.

Partners participating in the Cloud Solution Provider program (CSP) have a “Cloud Solution Provider” support plan when they open their customer from Partner Center.

2. Benefit activation (Link support benefits)

Cloud Solution Provider using Partner Center

Partners participating in the Cloud Solution Provider program  (CSP) have a “Cloud Solution Provider” support plan and therefore they do not need to Link support contract when they open their customer ticket from Partner Center. See Azure CSP support overview.

Adding a Signature Cloud Support contract 

Competency partners use their Signature Cloud Support (SCS) benefit (Unlimited, 10pack or 5pack) for Cloud products

Competency partners must have the Signature Access ID and Contract ID or already have the benefits linked to their sign-in, before they can submit a new support request. Access ID and Contract ID are displayed in Partner Center following benefit activation – see 2904733

If you activated your contract from May 2019 onwards. MPN contracts have standardised and use the same Access ID and Contract ID for both MPN Product support and Signature.

Action pack partners or competency partners who have used their signature 20pack or 5pack should compare partner support plans or review Azure support plans.

Link Support Benefits

Start by opening the customer from Partner Center, then Link support benefits.

1. A partner user with the Admin agents security role searches Customers 
2. Open the Customer, select service management and New Request
   
3. Select Microsoft Azure to open the Azure portal

4. If required click settings to change your theme, language or region format 

5. Help + support

Select Help + Support, Support Plans, then Link support benefits

6. Enter the Access ID and Contract ID (remove any blank spaces), then click Link

Note: MPN benefits eg Partner Support or Signature Cloud support use a shared access ID. If you add an existing contract you incorrectly see the error message “This Access ID is already associated to an account. Please contact your Technical Account Manager to obtain a new Access ID.” You can ignore this error.

Note: Advanced Support for Partners (ASfP) or Premier Support for Partners (PSfP), each user needs their own user specific Access ID. If you see the error message “This Access ID is already associated to an account. Please contact your Technical Account Manager to obtain a new Access ID.” You either added an existing contract and can ignore the error or you need to contact the Technical Account Manager to obtain a new Access ID.

7. Click the Link button and you should see the IDs greyed out and the green text Contract linked. The support contracts are now associated with the Sign-in account 

8. Click the blue text Create a support request to continue and create a support request

Linking the support benefits is a one-off activity because the support contracts will be associated to your sign-in information for future requests (until benefits expire or no support incidents remain). 

3. New Azure technical support request

Using https://partner.microsoft.com/dashboard, select the Dashboard, select Customers, click the Customer’s subscription, Service management, Click Create or view Service request to open the Azure portal.

Start by opening the customer from Partner Center, the azure portal is opened. For issue type Technical, you select the support contract added via Link support benefits (see above).

Note: Partners participating in the Cloud Solution Provider (CSP) program have the option to select the “Cloud Solution Provider” support plan. They do not need to Link support benefits unless they purchase a support plan eg Advanced Support for Partners (ASfP) or Premier.

1. A partner user with the Admin agents security role searches Customers 
2. Open the Customer, select service management and New Request 
3. Select Microsoft Azure to open the Azure portal
4. Click Help + support
5. Click Support plans, then option 

6. Select Issue type Technical, then select your Subscription, Service etc

7. Solutions will provide suggestions that may help you to resolve the issue yourself

8. Support plan will display any Support benefit you previously added via Link support benefits

• CSP who start from Partner Center will automatically see the Cloud Solution Provider support plan.
• Partners with Advanced Support for Partners or Premier Support for Partners (PSfP) should select their relevant support plan.
• Cloud Competency partners should use Partner Signature Unlimited and non-cloud competency partners should use Signature 10pack or 5pack. 

9. After selecting a support, select Severity, Problem type, Details, Time frame and upload a file if required
10. Review + Create gives you a final opportunity to review information before you click Create

11. Click Help+ Support, All support requests to see the new or existing request

Requesting access ID and contract ID

See Microsoft Partner Network Support contract activation and Access ID in Partner Center

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Step by Step: Office 365, Intune, Enterprise Mobility Suite

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1. Requirements

1.1 Delegated Administrator Privileges (DAP)

CSP and Indirect providers are enabled with delegated administration for all their customers by default.

Advisor partners need to setup delegated administration at the customer level, per customer.

For Advisor partners: Customers, Request a relationship and email the customer global admin – More information

Enabling Delegated administration at the customer level

An Advisor Partner activates “Partner features” and requests Delegated Administrator Privileges (DAP) via email; the customer global admin approves the relationship to enable DAP at the partner level. The advisor partner requests a relationship by sending the customer a delegate administration offer via an email or when they send a trial invitation or purchase offer (enable “Include authorization for delegated administration”). See Help for partners.

Partners participating in the CSP program and Indirect Providers have a DAP relationship with all their customers by default. If the Indirect Provider chooses not to enable DAP for the Indirect Reseller; the Indirect Reseller may request a relationship themselves.

Enabling Delegated administration at the user

By default, your partner users cannot help customers. The partner’s users, on the partner tenant, must be enabled on a per user level to assist your customers. The selected user permissions must be changed via user management via the Admin Agent security role (Assists your customer as > Admin agent role)

1.2 Assign the delegated admin security role to the relevant users in your partner organisation

Enable the partner user to support your customer by assigning the admin agent security role for users on your partner tenant.

The partner admin agent user opens the customer in Partner Center and selects the relevant workload eg Azure, Dynamics 365 and creates a new request

For Office portal products the Helpdesk agent can log support requests on behalf of their customer. However, they cannot log requests for Azure and Dynamics 365.

2. Benefit activation

Support contracts are NOT required for Microsoft 365 admin center requests eg Office 365, Enterprise Mobility Suite, Microsoft Intune or Windows.

Support contracts are required for Dynamics 365 (Power Platform and Lifecycle Services). You need the Access ID and a Contract ID for your Partner support contract, the first time you use the benefits. This is a one-off activity because the support contracts will be associated to your sign-in account for future requests (until benefits expire or no support incidents remain).  To see your Access ID and Contract ID in Partner Center or request contract activation see 2904733.

Competency partner should use Signature Cloud support incidents.

3. New Office 365, EMS, Intune, & Windows support request

Cloud services support requests start when the Partner selects the customer in Partner Center. When a service request is created, the customer tenant is opened in a new session, under the delegated administrator user’s context. Service request creation is the same as normal, and the request is created by the partner on behalf of their customer.

1. Open the customer from Partner Center

• A partner user with the Admin agents security role searches Customers 
• Open the Customer, select service management and New Request 
• Select Office 365 and Enterprise Mobility Suite, Microsoft Intune or Windows 

2. Click ? to open Need Help? and start to create the new support request
   Note: the Customer name is displayed to the left of the Need help? text

Click the slider to Try the O365 Assistant

3. Enter a problem description and click Get Help. View Solutions and Run Diagnostics may help identify common problems. Review the information to resolve the problem without creating a support request!

4.  Enter the contact details and attach files if required, then click the Call me button.

Note: Partners using delegated admin will see their company email address instead of their customers email domain. However, the request is created on the customer’s tenant. The Customers name is displayed near the need Help? text

5. The service request is created, and you will be called by Microsoft or contacted via email according to your preference.

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Step by Step: Dynamics 365

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Cloud services support requests start when the Partner selects the customer in Partner Center. When a service request is created, the customer tenant is opened in a new session, under the delegated administrator user’s context. Service request creation is the same as normal, and the request is created by the partner on behalf of their customer.

Open the customer from Partner Center.

1. A partner user with the Admin agents security role searches Customers

2. Open the Customer, select service management and New Request

3. There are 2 Dynamics 365 options and they open 2 different portals.
If you click Dynamics 365 Finance and Operations, Retail or Talentand the Dynamics Lifecycle Services portal is opened. For full documentation see Docs
If you click Dynamics 365 Customer Engagement, Business Central, Power Apps, Flow, Mixed reality and AI, the Power Platform is opened – see below

4. Click See Solutions to have relevant Solutions displayed to help your resolve your own request

5. Create Support request in the bottom right of the page will create the support request for the customer identified in the top right

6. Use your support contract Access ID and Contract ID to add Signature (competency partners), Advanced Support for Partners (ASfP) or Premier Support for Partners (PSfP).

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Step by Step: Cloud Application Security

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Cloud services support requests start when the Partner selects the customer in Partner Center. When a service request is created, the customer tenant is opened in a new session, under the delegated administrator user’s context. Service request creation is the same as normal, and the request is created by the partner on behalf of their customer.

Open the customer from Partner Center.

1. A partner user with the Admin agents security role searches Customers

2. Open the Customer, select service management and New Request

3. Select Cloud App Security. The Support for Business workflow is opened with the following items selected: Product family Azure, Select a product Cloud Application Security and you select the remaining category, problem etc

4. Enter the Issue details

5. Select the Professional No Charge support plan

Continue through the workflow to submit the support request

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Step by Step: On-Premises products

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Quick Summary

To submit a request online for a supported on-premises product, sign-in to the Support for Business portal using an MSA or AAD account, then Create a support request and click Get started. Follow the steps in the New support request workflow: 1. Product selection, 2. Issue details and 3. Support plan is where you Add Contract or click Buy now for Pay Per Incident (PPI)*.

*Pay Per Incident is not currently available for an AAD sign-in, please use an MSA Sign-in eg Outlook.com for Pay Per Incident (More info).

When you “Add Contract” use the Access ID and Contract ID for your MPN On-Premise Product Support Incidents eg Partner support Gold 20pack, Partner support Silver 15pack, Partner support MAPS 10pack.

Note: Your support contract / support plan will NOT be displayed if:

• You have not added the contract to associate it to your sign-in account
  • To see your Access ID and Contract ID in Partner Center or request contract activation see 2904733.
• The support contract has expired (after 1 year + 30 days).
• There are no available support incidents.
• The product version is not enabled for your support contract / support plan*.
  • Signature Cloud support is for cloud products only, not on-premises products.

If you added a contract and it is not displayed or are attempting to add a new contract and you have problems see 4023619.

1. Requirements:

1.1 Delegated Administrator Privileges (DAP)

There is no On Behalf Of (OBO) process for on-premises products because support incidents are not linked to the customer tenant. You create a support incident as normal. Any person who has the Access ID and Contract ID can create a request.

1.2 Core benefits contracts

Partners with an active Microsoft Action Pack subscription and partners with an active competency are entitled to Microsoft Partner Network core benefits (Partner Support Gold 20pack, Partner Support Silver 15pack, Partner Support MAPS 10pack).

Product entitlement is limited to the current (N) and the next most recent product (N-2) version – see aka.ms/n-1. For older products versions, the workflow includes an option to use Pay per Incident (PPI) for products not covered by MPN core benefits. You need to sign-in with an MSA account (not AAD) to purchase support incidents.

Competency partners receive Signature Cloud support incidents for cloud products only. Therefore, Signature cannot be used for on-premises products.

1.3 Access ID and Contract ID

You need the Microsoft PartnerNetwork core benefit Access ID and a Contract ID for your Partner support contract eg Partner Support MAPS 10pack, the first time you use the benefits. This is a one-off activity because the support contracts will be associated to your sign-in account for future requests (until benefits expire or no support incidents remain).

If you do not know your Access ID and a Contract ID, please follow the process for support contract activation.

When you Add Contract, if your contract is not displayed click previous then next or close the browser and reopen – see 4023619

Partner on-Premise Product Support Incidents can be used for the 2 most recent product versions. For older product versions partners must purchase support incidents – see 4032154.

1.4 Sign-in required

You need to use a Microsoft account or AAD Sign-in eg Partner Center to use the Support for Business portal.

If you need to purchase a support incident for an old product version. Use an MSA Sign-in and a credit card, to purchase Pay Per Incident (PPI) – see 4490370

2. Benefit activation

In Partner Center, the Global Admin or MPN Admin role can request activation via the Benefits and Technical menu.

See Microsoft Partner Network Support contract activation and Access ID in Partner Center.

3. New On-Premises Support request

Important: Browser country is used to route the support incident. Scroll to the end of the page and if your country is not listed, select the nearest country with the relevant language. For example, if the URL has the locale EN-US it will route to a United States support team and the request will be worked during USA business hours and days. EN-US would not be suitable for English speaking customers outside USA time zones.

If you have purchased an incident before and are familiar with creating a request online, you can go to Step 3 Support Plan.

1. Product Selection: https://support.microsoft.com/supportforbusiness/productselection Select the product, version, category, problem and click Next.
   
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2. Issue Details: Please include a full and detailed description of the problem. A good problem description will enable support to give you an improved initial response.
   Note: You can also ”Upload your files” with more details after the request is created.
   
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3. Support Plan: View the contracts associated with your Sign-in account and select an existing support plan. Add Contract or purchase a support plan.
   There are 3 expandable sections and a link to Learn more about Microsoft support for business.

1. Select a support plan

This is where your current support contracts are available for selection; if they are valid for the selected product version.

Note: You can see the incidents remaining. See the image below, 17 of 20 incidents remaining, start date, end date.

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2.Unavailable support plans

This section is only displayed if there are problems with a contract associated with your account. If you do not see a support plan that your previously used or you added a contract and it is not displayed under select a support plan. Please expand this section.

If you see Support plan cannot be used for support on the specified product (Code:8). The product version you selected is not entitled for your support contract. You cannot use your support contract and need to buy support for the product version you selected – see aka.ms/n-1.

Note: You can see the incidents remaining. See the image below, 2 of 5 incidents remaining for Partner Signature 5pack and 13 of 15 for Partner support Silver 15pack, also start date, end date.

Note: Partner Signature is only entitled for Cloud products.

See 4023619 for more information.

3. Add or purchase a support plan

You can add a support contract (using access ID and Contract ID) or purchase support incidents.

a. Click Add contract to associate a new support contract
b. Click buy now for Single or 5-pack incident purchase

a. Click “Add contract” to associate a new support contract
Click Add contract to associate a new support contract to your current Sign-in. You will only need to enter the Access ID and Contract ID once because the support contract is associated with your sign-in and automatically available next time you use the workflow.

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To see your Access ID and Contract ID in Partner Center or request contract activation see 2904733.

Troubleshooting

• If you do not see your support plan listed, please expand and review the “Unavailable support plans section”. This occurs most commonly when the product version selected is not supported – see aka.ms/n-1.
• If the “Unavailable support plans section” is not displayed or your contract is not displayed, you may need to close the browser session and restart before the new support plan is refreshed.
• If you add an existing support contractor the same contract twice  you will see an error message “The support plan details provided have already been mapped to the logged in user.

b. Click “Buy Now >” for Single or 5-pack incident purchase

If you need to purchase a support incident click the Buy Now option button and use a credit card to purchase support.

The 5-pack is not available in all regions. You are recommended to purchase a single incident because all incidents purchased must be used within 1 year.

Fill out your credit card details to associate the payment to your current sign-in account. To change your settings, go to account.microsoft.com.

When the Credit card has been saved, use to purchase the support incident. As stated in the workflow “You will be charged immediately. This transaction is subject to the Microsoft Services Agreement.” To change your settings, go to account.microsoft.com.

Troubleshooting

• Pay Per Incident is not currently available for an AAD sign-in, please use an MSA Sign-in eg Outlook.com for Pay Per Incident (In the workflow click Learn more)

If you see an incorrect currency displayed, for example $ instead of your local currency such as Euro or £. Check the locale by scrolling to the end of the page and selecting a different country / region.

4. Select the severity of the issue based on the business impact and if you will work during business hours only.

As a guideline

Severity A – you are prepared to work 24 hours a day 7 days a week and you have a critical business down production server, service or application

Severity B – you will work during business hours only and the issue has the potential to cause a company-wide work stoppage or you cannot deploy on schedule

Severity C – you will work during business hours only and the issue will not cause a major company-wide work stoppage
Note: the Business hours are based on the browser country eg en-us is United States. Scroll to the end of the page and if your country is not listed, select the nearest country with the relevant language

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5. You have the option to add multiple contacts to the support request and change the primary contact.

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6. Review the support request.

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7. Click change to modify any items (eg Change the primary contact, severity).

8. Click Submit to create your request.

Note: “Upload your files” allows you to add or remove files at any time.

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9. Click View my support requests to see request that you have submitted.

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10. Click the Title to view your request.

11. You have the option to Manage files, add New messages or view communications related to your request and add / change the primary contact.

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Additional resources

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• Azure CSP support overview
• Azure CSP Delegate administration
• Microsoft Advanced Support for Partners
• Microsoft Premier Support for Partners
• Compare partner support plans
• Azure Support Plans
• Office 365 Help for partners
• Lifecycle Services – Manage the support experiences for Finance and Operations apps
• MPN Partner support N-1 policy for on-premises products
• Microsoft Partner Network technical benefits summary
• Using Technical Presales Assistance and Deployment Services
• Microsoft Partner Network Support contract activation and Access ID in Partner Center
• Missing a support plan or An error occurred / Add Contract fails
• Professional Support (pay-per-incident) support plans are not available for Azure Active Directory accounts

Contact Microsoft Partner Support Are you a Microsoft Partner and need help from Microsoft Support? Get support from Microsoft’s own experts. They can help with partner program issues, presales assistance, issues with Microsoft products, billing questions, and more. Start here to view your Microsoft support options. 

Contact Microsoft Partner Support

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🌐 From , https://docs.microsoft.com/partner-center/mpn-benefits-technical-support

Overview

The Technical benefits page shows information on two separate benefits:

1. Technical Product Support incidents – see below
2. Technical Presales and Deployment services (TPD) – more information

This article is for members of the Microsoft Partner Network (MPN) who need to know how to activate their technical benefits, view Access ID and Contract ID, know what products and versions are supported, and how to a start the process to create a technical support incident / ticket using MPN Partner benefits

Steps

1. Activate your technical benefits (requires Global Admin or MPN Partner Admin). After activation, all MPN user accounts can view the Access ID and Contract ID to associate the benefits to their account
2. Check the technical support entitlement and supported products to see if your MPN benefits can be used for your intended product and version
3. Microsoft Product Support (for recent on-premise products): Use Support for Business for on-premises product support
4. Signature Cloud Support (for cloud products): Users with the Admin agent role select Customers and service management to create a request. See the following details about each step:

View and activate your Technical support benefits

How to view or activate your technical benefits in Partner Center:

1. Sign in with your MPN associated account into the Partner Center dashboard. NoteIf your account is only associated to CSP and not associated to MPN, you will see an error message “You are not authorized for this action”. You must have an MPN associated account.
2. Expand Benefits in the left navigation menu, select Technical benefits. The Technical benefits page will display your organizations active Gold, Silver, or Microsoft Action Pack membership offers. NoteIf you have no active membership offers you will see the message “Looks like you don’t have any benefits yet”. If your company has active membership offers but you can’t see them, you have signed in using the wrong account. To check your account, select the Account icon in the top right of the page and select Sign-in with another account (if required).
3. To use Microsoft Product Support or Signature Product Support, you need to activate the benefit. To activate the benefit, select the Activate button. The user account used for activation requires the Global Admin or MPN Partner Admin roles.
4. Access ID and Contract ID will be displayed to all users after successful activation. You can use Microsoft Product Support and Signature Product Support (Gold and Silver members) when the Access ID and Contract ID are displayed.If the Activate button is greyed out, your account does not have the Global admin or MPN Partner Admin security role. Use User Management and filter on Global admin or MPN Partner Admin to find a user to activate your benefits. NoteYou will need the Access ID and Contract ID the first time you use Microsoft Product Support or Signature Product Support for each account. Once the benefits have been associated to your account, you do not need to use the Access ID and Contract ID again.

Technical Support entitlement and supported products

Technical support provides troubleshooting for a specific problem, error message, or functionality that isn’t working as expected. MPN Product Support and Signature Cloud Support support may be used for specific Microsoft products and versions (not all products and versions are supported).

 Note

Your Technical support benefits must be activated before you can use them.

As part of the Microsoft Partner Network membership, partners are eligible for the following technical support

Technical Support	Action Pack	Silver competency	Gold competency
Microsoft Product Support For recent On-Premise products only	10 Incidents	15 Incidents	20 Incidents
Signature Cloud Support For Cloud products only		Cloud Competencies: Unlimited Other competencies: 5 Incidents	Cloud Competencies: Unlimited Other competencies: 10 Incidents

Cloud competencies include: Security Competency, Cloud Business Applications, Cloud Platform, Cloud Productivity, Enterprise Mobility Management, Small and Midmarket Cloud Solutions.

Microsoft Product Support (On-premises)

You can use Microsoft Product Support for technical support on  recent  On-Premises products. Recent On-Premise products include only the current product (N) and the previous product version (N-1). The previous product version is only supported if it is within mainstream support; based on the N-1 support policy. For non supported products and versions, use the relevant paid support option or purchase a Partner support plan.

You will need the Access ID and Contract ID the first time you use the benefit. The benefits are associated to your user account until they expire or there are no more support incidents remaining.

Any user account (AAD or MSA) can use technical support for On-Premise products if they have the Access ID and Contract ID

Select Support for Business to create a support request for an On-Premise product.

How many Partner support incidents are remaining

You can only get this information from the Support for Business on-premises support portal. Unfortunately, the Cloud portals (for example, Azure, LCS, and others) do not show this information.

You need to use Support for Business and start the process to create an on-premises support incident. We do not create a support request because we do not complete the process. The information we need is displayed at Step 2.

1. Open Support for Business and select windows 10 and enter dummy information
2. If your support contract is already associated to your account, you should see support incidents displayed. For on-premises support, you should see the Partner Support contract displayed (unless it is no longer valid) including the start date, end date, and incidents remaining.

If you need to associate your support contract, expand “Do you need to purchase or add more support plans” and select the Add Contract button to enter your Access ID and Contract ID. Expand the Would you like to see unavailable support plans?” section to see Partner Signature information. You will only see Partner Support displayed here if the contracts have expired, you have no incidents remaining or you selected an old on-premise product (see aka.ms/n-1 for support products)

For more detailed information, see How many Partner support incidents are remaining?.

Signature Cloud Support (cloud only)

Gold or Silver competency partners can use Signature Cloud Support for technical support on cloud products. Action Pack partners are not eligible for Signature Cloud Support unless they earn a competency.

You will need the Access ID and Contract ID the first time you use the benefit for Azure, Dynamics 365, and other cloud products (exception Microsoft 365). The benefits are associated to your user account until they expire or there are no more support incidents remaining.

 Note

When using the using the Azure portal. If your support contract is already associated with the account, you will see an error message “Access ID is already associated …” when you add the Access ID and Contract ID. see below

CSP partners creating Azure requests may use the “Cloud Solution Provider” support plan without adding a support contract.

Users with Admin Agent role can select Customers under CSP in the left navigation menu, select Service Management, and select New request. When you select the relevant workload, the workload-specific portal will be opened, and you add a support contract and create a request.

Azure portal error “Access ID is already associated …”

When you use the Azure portal, you use Signature Cloud Support by selecting Help + Support, Support Plans, then “Link support benefits” and enter the Access ID and Contract ID.

 Note

If you have Microsoft Action Pack you do not get Cloud support because it does not include Signature Cloud Support – only Microsoft Product Support (On-premises)

You may see the error message This Access ID is already associated to an account. Please contact your Technical Account Manager to obtain a new Access ID. This error message is invalid and should be ignored. We have requested for the error to be disabled and replaced with a useful diagnostic error message.

You will see the preceding Access ID is already associated … error if you associate a support contract to an account more than once when using the Azure portal. See the scenarios below:

1. If you have gold or silver technical benefits and have previously added the contract for on-premises support, then you use the Azure portal and add the contract a second time to the same account. You only need to associate the support contract to an account once and therefore you do not need to Link support benefits in Azure. If you use Link support benefits when the contract is already associated to the account, you will see the error and it should be ignored. Use + New Support request and create a support incident as normal and the Support plan will be displayed.
2. If the support contract has expired or the Signature 10-pack (Gold hybrid competency) or Signature 5-pack (Silver hybrid competency) have no incidents remaining, the support contract will be hidden because it is invalid. If you Link support benefits again, you will see the error because the contract is already associated. You can purchase a new support plan to get Azure support incidents.

See Partner Support Plans below for Partner paid support offerings

Partner Support Plans

You can get paid support from Microsoft that includes technical support and a range of extra service options.

You can compare partner support plans or see the following for partner-specific plans:

• Premier Support for Partners – the top level of technical support from Microsoft
• Advanced Support for Partners – Cloud Products only

Next steps

• Manage your Microsoft Partner Network benefits and offers
• Activate technical benefits for members of Partner Membership Center (PMC)
• Technical Presales and Deployment services (TPD)

🌐From, https://docs.microsoft.com/partner-center/mpn-benefits-technical-support