Escalate problems to Microsoft and learn which issues are more-suited to Microsoft escalation
Applies to: Partner Center | Partner Center for Microsoft Cloud for US Government
Appropriate roles: Admin agent | Global admin | Sales agent | Helpdesk agent
It is expected that you will solve problems on behalf of your customers. Your first steps should be to check service health for existing, documented problems. If that doesn't address the customer issue, then you can use your admin privileges to troubleshoot the software, settings, and configuration.
However, there are several categories of issues that you will need to hand off to Microsoft to fix:
Undocumented problems with services that aren't operating according to service descriptions.
Unavailable services
Bugs and other irregularities that affect service appearance or operation
Large-scale network disruptions
Regional issues with multi-tenant impact
Submit a support request
Use the following steps to submit a support request.
Sign in to the Partner Center dashboard, select the Customers tile, then select the customer who needs support.
Select Service management and select Service requests.
Select New request and then select Microsoft Office 365.
You are taken to the Office 365 portal where you need to sign in using your Partner Center credentials.
Select Support > New service request from left-hand menu.
Select the support topic.
Note
It is important to start this process from the Partner Center dashboard so that the relationship between partner and customer is maintained.
Next steps
For information on reporting problems on behalf of the customer, see Report problems on behalf of a customer.