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 a question relating to your app or service, review the following support options.

Support options for publishers

  1. Sign in to the commercial marketplace program on Partner Center with your work account (if you have not yet done so, you will need to create a Partner Center account.

  2. In the upper menu on the right side of the page, select the Support icon.

  3. The Help and support pane will appear from the right-hand side of the page.

    Support drop-down menu

    Or go to the Home page pane and select Help and support.

    Help and support from Home page

  4. Select Documentation to review comprehensive answers to questions and resources.

  5. Select Marketplace Partner community forum to answer your questions by leveraging the knowledge of other Microsoft publishers.

  6. Select Additional help to open a New support request ticket.

How to open a support ticket

Now you're ready to open a support ticket on the Help and Support screen.

Help and support

Note

If you are logged in Partner Center, you will receive better experience with support.

Option 1: Enter keywords such as: Marketplace, Azure app, SaaS offer, account management, lead management, deployment issue, payout, etc.

Option 2: Browse topics -> select Category = commercial marketplace -> select the appropriate Topic then Subtopic.

Once you have found the topic of your choice, select Review Solutions.

Next step

The following options will become available:

  • To select a different topic, select a different topic link under selected issue.
  • Review the description for this issue, if available. It is the text shown above the recommended steps.
  • Review recommended steps, if available.
  • Review recommended documents, if available.

Recommended solutions

If you cannot find your answer in recommended solutions, select provide issue details. Complete all required fields to speed up the resolution process, then select submit.

Note

If you have not logged in Partner Center and the topic requires authentication, you will be requested to log in before you can proceed. For public topics, authentication is not required.

Track your existing support requests

To review all of your open and closed tickets, go to Commercial Marketplace on the left navigation bar, and then select support.

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:

  1. Go to the web page where you’re experiencing the issue.

  2. In the top right corner of the window, select the ellipsis icon, then More tools > Developer tools. You can press F12 as a shortcut.

  3. In the Developer tools pane, select the Network tab.

  4. Select Stop recording network log and Clear to remove existing logs. The record icon will turn grey.

    How to remove existing logs in Microsoft Edge or Google Chrome

  5. Select Record network log to start recording. When you start recording, the record icon will turn red.

    How to start recording in Microsoft Edge or Google Chrome

  6. Reproduce the issue you want to troubleshoot.

  7. After you’ve reproduced the issue, select Stop recording network log.

  8. Select Export HAR, marked with a downward-arrow icon, and save the file.

    How to export a HAR file in Microsoft Edge or Google Chrome

Mozilla Firefox

To generate a HAR file using Mozilla Firefox:

  1. Go to the web page where you’re experiencing the issue.

  2. In the top right corner of the window, select the ellipsis icon, then Web Developer > Toggle Tools. You can press F12 as a shortcut.

  3. Select the Network tab, then select Clear to remove existing logs.

    How to remove existing logs in Mozilla Firefox

  4. Reproduce the issue you want to troubleshoot.

  5. After you’ve reproduced the issue, select HAR Export/Import > Save All As HAR.

    How to export a HAR file in Mozilla Firefox

Apple Safari

To generate a HAR file using Safari:

  1. Enable the developer tools in Safari: select Safari > Preferences. Go to the Advanced tab, then select Show Develop menu in menu bar.

  2. Go to the web page where you’re experiencing the issue.

  3. Select Develop, then select Show Web Inspector.

  4. Select the Network tab, then select Clear Network Items to remove existing logs.

    How to remove existing logs in Safari

  5. Reproduce the issue you want to troubleshoot.

  6. After you’ve reproduced the issue, select Export and save the file.

    How to export a HAR file in Safari

Next steps