Support for the commercial marketplace program in Partner Center
Microsoft provides support for a wide variety of products and services. Finding the right support team is important to ensure an appropriate and timely response. Consider the following scenarios, which should help you route your query to the appropriate team:
- If you're a publisher and have a question from a customer, ask your customer to request support using the support links in the Azure portal.
- If you’re a publisher and have detected a security issue with an application running on Azure, see How to log a security event support ticket. Publishers must report suspected security events, including security incidents and vulnerabilities of their Azure Marketplace software and service offerings, at the earliest opportunity.
- If you're a publisher and have a question relating to your app or service, review the following support options.
Get help or open a support ticket
Sign in to Partner Center with your work account. If you have not yet done so, you will need to create a Partner Center account.
On the Home page, select the Help + support tile.
Under My support requests, select + New request.
In the Problem summary box, enter a brief description of the issue.
In the Problem type box, do one of the following:
Option 1: Enter keywords such as: Marketplace, Azure app, SaaS offer, account management, lead management, deployment issue, payout, or co-sell offer migration. Then select a problem type from the recommended list that appears.
Option 2: Select Browse topics from the Category list and then select Commercial Marketplace. Then select the appropriate Topic and Subtopic.
After you have found the topic of your choice, select Review Solutions.
The following options are shown:
To select a different topic, click Select a different issue.
To help solve the issue, review the recommended steps and documents, if available.
If you cannot find your answer in the self help, select Provide issue details. Complete all required fields to speed up the resolution process, then select Submit.
Note
If you have not signed in to Partner Center, you may be required to sign in before you can create a ticket.
Track your existing support requests
To review your open and closed tickets, sign in to Partner Center with your work account.
On the Home page, select the Help + support tile.
Record issue details with a HAR file
To help support agents troubleshoot your issue, consider attaching an HTTP Archive format (HAR) file to your support ticket. HAR files are logs of network requests in a web browser.
Warning
HAR files may record sensitive data about your Partner Center account.
Microsoft Edge and Google Chrome
To generate a HAR file using Microsoft Edge or Google Chrome:
Go to the web page where you’re experiencing the issue.
In the top right corner of the window, select the ellipsis icon, then More tools > Developer tools. You can press F12 as a shortcut.
In the Developer tools pane, select the Network tab.
Select Stop recording network log and Clear to remove existing logs. The record icon will turn grey.
Select Record network log to start recording. When you start recording, the record icon will turn red.
Reproduce the issue you want to troubleshoot.
After you’ve reproduced the issue, select Stop recording network log.
Select Export HAR, marked with a downward-arrow icon, and save the file.
Mozilla Firefox
To generate a HAR file using Mozilla Firefox:
Go to the web page where you’re experiencing the issue.
In the top right corner of the window, select the ellipsis icon, then Web Developer > Toggle Tools. You can press F12 as a shortcut.
Select the Network tab, then select Clear to remove existing logs.
Reproduce the issue you want to troubleshoot.
After you’ve reproduced the issue, select HAR Export/Import > Save All As HAR.
Apple Safari
To generate a HAR file using Safari:
Enable the developer tools in Safari: select Safari > Preferences. Go to the Advanced tab, then select Show Develop menu in menu bar.
Go to the web page where you’re experiencing the issue.
Select Develop, then select Show Web Inspector.
Select the Network tab, then select Clear Network Items to remove existing logs.
Reproduce the issue you want to troubleshoot.
After you’ve reproduced the issue, select Export and save the file.
