Escalate Azure Cloud Solution Provider issues to Microsoft

If you are an Azure Cloud Solution Provider (Azure CSP) partner, you are responsible for customer technical and billing support. But sometimes your customers will experience issues with Azure that only Microsoft can solve. These might include the following:

  • Undocumented problems with Azure 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 that have multitenant impact
  • Billing disputes

You need to escalate these kinds of issues with Azure services to Microsoft, and create a support request. First, though, ensure that the issue is not caused by an incorrect service configuration. Also, ensure that Microsoft supports the customer's architecture.

Important

Don't escalate every customer issue to Microsoft. First, complete proper troubleshooting on your side.

Even if you've escalated a customer's issue with Azure to Microsoft, it's still your responsibility to manage the resolution process. Microsoft support engineers will communicate with a customer only through a partner.

Important

In this article, we cover the support process for Azure CSP direct partners. If you're an Azure CSP indirect reseller, contact your Azure CSP indirect provider for details about how this process will work for you.

Create a service request

  1. On the Partner Center Dashboard menu, select Customers. Select the customer, and then select Service management.

    Select service management

  2. In the Support tickets section, select the New request drop-down menu, and then select Microsoft Azure.

    Select New request, and then select Microsoft Azure

  3. In the Azure portal, select New support request.

    Select New support request

  4. Enter the relevant information for the service request, and then select Submit. For more information about how to fill out the support request, see Support request form.

Support request form

  1. On the Basics blade:

    1. Select an Issue type (Technical, Billing, Quota, or Subscription management).

    2. Select the Subscription to which the issue applies.

    3. Select the Support plan. The default support plan is Cloud Solution Provider. Additional plans might be listed, if you've purchased them.

      The Basics blade

  2. On the Problem blade:

    1. Select the problem's Severity. This ranges from C - Minimal impact (low priority) to A - Critical impact (immediate priority).

    2. Select the Problem type. The options vary, depending on the issue type you selected in step 1. Select the option that most closely resembles the problem. When you select the problem type, you see a list of recommended steps and documents that might help you solve those types of problems. Try these solutions before you submit a support request.

    3. In the Details section, describe the issue with as much information as possible. Include any error messages, if applicable.

    4. Under When did the problem start, enter the date and local time at which the problem first occurred.

    5. If applicable, upload a file to the File upload section.

      The Problem blade

  3. On the Contact information blade:

    1. For Preferred contact method, select email or phone as the preferred way to reach the point of contact.
    2. In Contact information, provide your contact information, not your customer's information.
  4. Select Create. The support request appears in Partner Center for the support team to address.

    The Contact information blade

Later, review your customer's service requests within the Microsoft Azure portal by selecting Manage support requests.

If you are experiencing issues with Partner Center portal itself, not related to Azure services, you should use Partner Center problem reporting procedure.

Next steps