Report problems on behalf of a customer

Applies to

  • Partner Center
  • Partner Center for Microsoft Cloud for US Government

If your customer is experiencing a service problem that you can't resolve, and that meets the criteria described in Escalate problems to Microsoft, file a support ticket for them. This process is also useful for escalating billing issues or disputes, and for fraud concerns.

Submit a service request for a customer

  1. From the Partner Center menu, select Service requests and then Customer request.

  2. On the Customer requests page, search for the customer you want.

  3. From the New request dropdown menu, select either Azure or Office 365, Dynamics 365, Enterprise Mobility Suite. You will be redirected to either the Microsoft Azure portal or the Office 365 Admin Center.

Microsoft Azure

Important

When you need to create a service request for your customer in Azure, be aware of the following:

  • In order for you to create service requests for your customer in Azure, your indirect provider must grant you access to the customer's Azure account. This is different from administering on behalf of customers for Office 365.

  • Although the Helpdesk admin in Partner Center can't create service requests in the Azure service portal, what they can do is create a support group in the Azure service portal and give that group permissions to log support requests.

  1. Select New support request.
  2. Fill out the support request with the appropriate information, and then select Create:
  • In the Basics section of the support request, make sure to select Cloud Solution Provider in the Support plan field.
  • In the Contact information section of the support request, enter your information, not your customer's information.
  1. Later, review your customer's service requests within the Microsoft Azure portal by selecting Manage support requests.

You may need to create a support request for a customer when you do not have administrator permissions for that customer. This could happen in one of two scenarios:

  • You did not request administrator privileges when you first established the relationship.
  • You manage a customer’s Azure subscriptions and no others, which does not require you to have administrative permissions.

In either of these cases, you can use the following procedure to create a support request.

  1. Copy the customer’s domain name from their account page in Partner Center.

  2. Go to https://portal.azure.com/[customerdomainname].

  3. Select the Azure subscription that requires support.

  4. Select New support request, and then follow the prompts to create the request.

Office 365, Microsoft Dynamics CRM Online, Enterprise Mobility Suite

  1. In the Create a service request section, choose the appropriate support topic category. You may need to select More… to view additional topics.

  2. Complete the service request form, and select Submit.

    Tip

    Make sure to include your contact information, not your customer's.

  3. Later, review your customer's service requests by going to the Office 365 Admin Center and selecting See all support tickets.

Support for commercial marketplace products

Microsoft does not provide product support for commercial marketplace products. You’ll need to contact the Independent Software Vendor (ISV) who published the product to get support.

To find the ISV's contact info:

  1. On the Marketplace page, select the product you need help with.
  2. On the product’s page you’ll find support contact info. This may be one or more of the following:
    • A link to a support entry point on the ISV's website
    • A support email
    • A support contact phone number

FAQ

What is included as part of the Support Entitlement?

Service requests should be filed through Partner Center, and are available for Azure, Microsoft Office 365, Microsoft Dynamics CRM Online, and Enterprise Mobility Suite. As a partner participating in the Cloud Solution Provider program, you can expect priority response time to your major issues.

Support for your own partner tenant is not included as part of the CSP support benefit. However, Office 365, Microsoft Dynamics CRM Online, and Enterprise Mobility Suite do not charge a separate support subscription fee for partners or customers. Azure does charge a fee, but if you are entitled to Signature Cloud Support or other Microsoft Partner Network (MPN) benefits you may use these to pay that fee.

This benefit applies to all partners participating in the Cloud Solution Provider program, whether paid or on a trial period. Billing and subscription management support is also included as a free component of this package.

How quickly will I get an initial response?

Our initial response times depend on the severity of the incident submitted. The severity of an issue is determined by your indication of business impact when you submit a service request.

Initial response times for technical break-fix incidents are as follows:

  • Critical Impact (severity A): 2 hours (Significant loss or degradation of services. Production services down.)
  • Moderate Impact (severity B): 4 hour (Moderate loss or degradation of services. Production services partially impacted.)
  • Minimal Impact (severity C): 8 hour (Minimal loss or degradation of services. Services still available or non-production services impacted.)

Initial response times are for English-speaking support only. Local language support is provided during business hours. For incidents that fall within the boundaries of the support entitlement but are not considered break-fix incidents, the initial response time may be up to one business day.

Can I submit a service request by phone?

No, phone support is not offered for this program.

What happens if I sign into the Azure portal and bypass Partner Center?

If you sign into the Microsoft Azure portal directly, you are viewing the center in your own context, not a customer's context. Therefore, you should only sign directly into the Microsoft Azure portal when you are creating a service request for your own subscriptions.

Your CSP program support entitlement does not provide for support on your own Partner subscription, so when creating a service request that concerns your own Partner subscription, you must provide your valid support plan entitlement. Examples include MPN contract ID, Premier, or a Azure support plan. Please refer to the Azure Support FAQ.

What happens if I sign into the Office 365 Admin Center portal and bypass Partner Center?

If you sign into the Office 365 Admin Center directly, you are viewing the center in your own context, not a customer's context. Therefore, you should only sign directly into the Office 365 Admin Center when you are creating a service request for your own subscriptions.

How do I get additional Dynamics 365 support?

If you are experiencing issues related to: Dynamics 365 Plan Subscriptions, Licensing, Billing, Finance & Operations, Dynamics 365 product licenses or you require further technical support:

Contact Dynamics Support

Read Microsoft Dynamics Support