Technical support for on-premises or cloud products

Appropriate roles:

  • MPN associated Global Admin or MPN Partner Admin to activate your Technical support benefits.
  • Any MPN associated user account to view your Access ID and Contract ID after activation.
  • Admin Agent to create support on behalf of your customer for cloud products.
  • Any account Microsoft Azure Active Directory (Azure AD) or Master Service Agreement (MSA) to create on-premises support requests on behalf of your customer or for your own organization.

Overview

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

The Technical benefits page shows information on two separate benefits:

  • Technical Product Support incidents - see below

  • Technical Presales and Deployment services (TPD) – see more information

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-premises 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

Use the following steps to view or activate your technical benefits.

  1. Sign in with your MPN associated account to the Partner Center dashboard and select the Benefits tile.

    Note

    If 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. Select Technical benefits. The Technical benefits page will display your organization's active Gold, Silver, or Microsoft Action Pack membership offers.

    Note

    If 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.

    Technical Benefits select Activate.

  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 doesn't have the Global admin or MPN Partner Admin security role. Go to User Management and filter on Global admin or MPN Partner Admin to find a user to activate your benefits.

    Activated Technical Benefits show Access ID and Contract ID.

    Note

    You 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 (MPN) membership, partners are eligible for the following technical support:

Technical support Action Pack Silver competency Gold competency
Microsoft Product Support - For recent on-premises products only 10 Incidents 15 Incidents 20 Incidents
Signature Cloud Support - For cloud products only Cloud Competencies:
Unlimited

Other competencies:
Five 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 the MPN benefit Microsoft Product Support for technical support requests for recent on-premises product versions only. Recent on-premises 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 need the Access ID and Contract ID the first time you use the benefit per user account. The benefits are associated to your user account until they expire or there are no more support incidents remaining.

Any user account (Azure AD or MSA) can use technical support for on-premises products if they have the Access ID and Contract ID.

Support for Business

  1. Select Support for Business to create a support request for an on-premises product. The Support for Business (SfB) workflow doesn't require any specific role or permissions. Any work Microsoft Azure Active Directory (Azure AD) or personal Microsoft Account (MSA) account can be used.

  2. Select the Product and Support Type.

  3. Your next action depends on if you've previously added your support plan.

    • If you haven't added your support plan, select Do you need to purchase or add more support plans? and then select the Add Contract button; enter the Access ID and Contract ID.

    • If you've added your support plan, the Access ID and Contract ID are associated to your account and you don't need to add it again.

  4. View your support plan under Types of support or Unavailable support plans.

Valid support plans are displayed under Types of support. If your support plan isn't displayed, select Unavailable support plans to view more information on why you can't use your support plan. The support plan isn't displayed if it has expired, has no units remaining, or can't be used for the specified product (old product versions).

If you're attempting to use partner support for an old product version that is no longer supported, you'll see the message Support plan cannot be used for the specified product. However, you'll be able to purchase pay per incident (PPI) support if the product is within mainstream support. You'll need to sign-in using an MSA account because Paid Professional support isn't available for Active Directory accounts.

How many partner support incidents are remaining

You can only get this information from the Support for Business portal when you select an on-premises product. Unfortunately, the Cloud portals (for example, Azure, LCS, and others) don't show this information. Therefore, we need to use the Support for Business portal for both on-premises and cloud support plans.

You need to use Support for Business and start the process to create an on-premises support incident. We don't create a support request because we don't complete the process. The incidents remaining information is displayed after entering product information, under the Types of Support or Unavailable support plans sections.

  1. Open Support for Business, sign-in, select Windows 11 and any version, category or problem. This information enables the Types of Support or Unavailable support plans sections to be displayed.

  2. If you need to associate your support contract to your account, 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.

  3. If your support contract is already associated to your account, you will see your Partner support plan displayed under the Types of Support section. The value for incidents remaining is updated when a support ticket is opened or closed. If you associated your support contract and it is not displayed, either the selected product or version is invalid, it has expired, or you have 0 Partner support incidents remaining.

  4. If you need to check Partner Signature support incidents remaining, there is an additional step. Expand the Unavailable support plans section to see the Partner Signature information. Partner Signature support is not valid for on-premises products which is why it is displayed under the Unavailable support plans section (we selected Windows 11). If your Partner support plan is displayed, either the selected product or version is invalid, the support contract has expired, or you have 0 Partner support incidents remaining. You can purchase additional support incidents online if you use an MSA account to sign-in (AAD accounts do not work for purchasing Paid support).

Signature Cloud Support (cloud-only)

Gold or Silver competency partners can use MPN benefit Signature Cloud Support for technical support requests for cloud products only. Action Pack partners aren't eligible for Signature Cloud Support unless they earn a competency.

You'll 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 and you attempt to add the same support contract again. 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.

Handle 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 > Link support benefits and enter the Access ID and Contract ID.

If you have Microsoft Action Pack, you don't get Cloud support because it doesn't include Signature Cloud Support - only Microsoft Product Support (On-premises)

Important

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.

You'll see the preceding error message if you associate a support contract to an account more than once when using the Azure portal. See the scenarios below:

  • 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 don't need to Link support benefits in Azure. If you use Link support benefits when the contract is already associated to the account, you'll 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.

  • 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's invalid. If you Link support benefits again, you'll see the error because the contract is already associated. You can purchase a new support plan to get Azure support incidents.

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 articles for partner-specific plans:

Next steps