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 Azure Active Directory (AAD) or Master Service Agreement (MSA) to create on-premises support requests on behalf of your customer or for your own organization.

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-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

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

Note

To learn more about the workspaces interface, see Getting around Partner Center.

  1. Sign in with your MPN associated account into the Partner Center dashboard.

    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 the Benefits tile, then select Technical benefits. The Technical benefits page will display your organizations 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 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.

    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 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:
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-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 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-premises products if they have the Access ID and Contract ID

Select Support for Business to create a support request for an on-premises 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-premises product (see Microsoft Product Support (On-premises) above)

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:

Next steps