Accessing Microsoft Services Premier Support Benefits
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Microsoft Dynamics customers who enroll in Microsoft Services Premier Support have access to complete, end-to-end vendor services for the entire Microsoft environment—from databases and desktops to servers and business applications.
In the past, Microsoft Dynamics customers on a Premier Support plan had the option to log a support incident through Microsoft Dynamics CustomerSource. However, effective July 1, 2009, customers on Premier Support will be required to use Microsoft Premier Online to contact a support professional. Microsoft Premier Online is a secured online resource, exclusively available to Premier Support and Essential Support customers. It provides a comprehensive repository of support and other resources to help you and your IT teams stay up-to-date and knowledgeable about the Microsoft technologies you use every day. Continue to use CustomerSource to access unlimited online training, the support Knowledge Base, and upgrades, updates, service packs, hot fixes and tax and regulatory updates for Microsoft Dynamics.
Please reach out to your Microsoft Technical Account Manager for additional information on logging incidents and the additional features and benefits of Microsoft Premier Online.
Questions
Review the FAQ below for answers to commonly asked questions about this change. If you have additional questions, please contact Premier Online Customer Service.
Frequently Asked Questionsns
Q: Why is Microsoft making this change and what are the advantages of
using Microsoft Premier Online?
A: Microsoft Premier Online is a private Web site exclusively for
Premier support customers worldwide. It provides a consistent entry
point for all Premier incidents, as well as a wealth of information on
Microsoft products via newsletter, Web casts, and downloads.
CustomerSource can continue to be used to access Dynamics specific
downloads, Web casts, and product information.
Q: Will partners have visibility into cases submitted by customers like
they do in CustomerSource?
A: Not in an automated way. However, the Microsoft authorized partner
can work with the Microsoft Technical Account Manager and/or Microsoft
Dedicated Support Engineer for visibility into cases submitted by
customers.
Q: Can my customers access Microsoft Premier Online from
CustomerSource?
A: Yes, there is a link to Microsoft Premier Online in Step 1 of the
incident submission process through CustomerSource. Your customers can
also access Microsoft Premier Online directly at
https://www.microsoft.com/unifiedsupport/premier
Q: Can my customers search knowledge base articles from Microsoft
Premier Online or do I need to use CustomerSource for that?
A: Customers can search knowledge base articles in either CustomerSource
or Microsoft Premier Online. One caveat when searching in Microsoft
Premier Online is there is not a product filter that includes Dynamics.
If searching for ‘General Ledger Posting’ the results will return for
all Dynamics products (AX, GP, SL, etc). To search by a specific
Dynamics product include the product name at the front of the search,
for example ‘GP General Ledger Posting’ and the results will be specific
to Dynamics GP.
Q: Can Microsoft Dynamics CRM customers that receive unlimited online
incidents based on their Microsoft Software Assurance benefits for
Microsoft Dynamics CRM continue to log cases through h CustomerSource?
A; Yes, Microsoft Dynamics CRM customers with Microsoft Software
Assurance benefits for Microsoft Dynamics CRM can continue to log cases
via CustomerSource. These types of cases are not Premier Support-level
cases. The Microsoft Technical Account Manager will not be notified of
the case and is not available for escalation assistance. If Microsoft
Dynamics CRM customers want to log a Premier Support-level incident,
have their Microsoft Technical Account Manager log the case though
Microsoft Premier Online. However, critical situation eligibility will
need to be based on Premier Support hour availability.
Q: Is this global?
A: Yes, this change is a global.
Q: What if my customer still wants to utilize CustomerSource to log
support incidents?
A: As of July 1, 2009 Premier Support-enrolled customers will need to
submit all Premier Support incidents through Microsoft Premier Online.
The only exception to this is if a customer, in addition to Premier
Support, also has another service and support plan for Microsoft
Dynamics. Examples of these types of plans include:
Business Ready Advantage or Business Ready Advantage Plus
Microsoft Software Assurance with benefits for Microsoft Dynamics CRM
Q: Do my customers have to utilize Microsoft Premier Online to access
their Dedicated Support Engineer?
A: No, a Dedicated Support Engineer can be contacted directly.
Q: Does this impact Deluxe Support Services customers?
A: No, customers enrolled in Deluxe Support Services will continue to
log their support incidents through CustomerSource. Microsoft Premier
Online is only for Premier Support-enrolled customers.
Q: What if my customers have trouble accessing Microsoft Premier
Online?
A: Your customers should contact their Microsoft Technical Account
Manager. Each user that needs to access Microsoft Premier Online will
need to be setup as a user by the Microsoft Technical Account Manager
and will need to know their Premier Access ID. The Premier Access ID is
a unique identifier tied to the Premier Support contract that lets the
system know which organization the user is from.
Q: Premier Support incidents are severity based; will it take longer for
technical support engineers to respond to my customers’ questions?
A: Customers will be able to select a severity level for their
incidents, and based on the selection will determine the response time.
The Premier Support incident severity table below highlights the
expected response time as well as the expected customer response to
resolve the issue in the most efficient manner.
Premier Support Incidents
Severity | Customer’s Situation | Expected Microsoft Response | Expected Customer Response |
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A Submission by phone only | Critical business impact:
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B | Moderate business impact:
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C | Minimum business impact:
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CustomerSource Help and How-To Resources
To access the downloadable material within this content as previously found on CustomerSource, users will need to have the same customer account access. Click here to view more information.