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Understanding Microsoft Support and Consulting Options

There are many ways that Microsoft supports their partners – from program support as well as pre-sales and technical support.  Below outlines many of those ways, some of which are aligned with an Microsoft Partner Network ID, some with an Action Pack Subscription or Competency, and some can be purchased separately.


Non-Technical Pre-sales Support


Premier Frontline Support

When you need assistance with Microsoft Partner Network (MPN), Cloud Solution Provider (CSP), or Partner Center, you can get answers to questions relating to competencies, technical benefits, or accessing sales, marketing, training and support resources when you need it. Explore our online resources, the partner community or get help from a member of the Frontline Support team, either via an online request (partner.Microsoft.com), using chat, or depending on your membership level, you can call us at 1-800-MPN-SOLV. Microsoft Partner Network ID is required for this support.


Cloud Enablement Desk

Unmanaged partners can get help with accelerating their cloud business by connecting with a Cloud Enablement Desk specialist. They will connect you to valuable resources and benefits focused on building and growing your Cloud practice based on your specific goals. For up to nine months, a specialist will help you navigate MPN, decode your benefits, drive towards the milestones and outcomes that matter to your business. Whether you need technical skilling, assistance going to market, help with co-sell onboarding, there is support for your needs. You can request to have a Cloud Enablement Desk specialist contact you through a self nomination form. MPN ID is required and partners who are not currently working with a Partner Development Manager. 


Technical Presales & Deployment Services


MPN Technical Pre-sales and Deployment Benefits:

Receive technical guidance from Microsoft Partner technical consultants through interactive webinars and personalized consultations including virtual white-boarding, architectural reviews and shadowing of real-world scenarios such as those listed below. This support option is available through MPN technical pre-sales and deployment benefits (Action Pack or Competency partners).


For an outline of what services are included in this support option, see below.




For a list of technical pre-sales and deployment services benefits, see below.  




Technical Support Managed Services:

Advanced Support for Partners (ASfP) offers Elevated Cloud focused support with a pooled account manager for supporting Microsoft Cloud technologies, and Premier Support for Partners (PSfP) offers Highest Priority Support with a Designated Account Manager for Microsoft Cloud, hybrid and on-premises environments. Proactive benefits are also available for each and vary based on support offer.


Partner Signature Cloud Support

Partner Signature Cloud Support is an exclusive partner technical benefit that provides eligible partners with an elevated level of technical support for Microsoft cloud products including access to specialist partner technical support engineers with extensive product-specific knowledge, and are accountable for driving cases to resolution from start to finish. Signature Cloud Support is available for partners with an active gold or silver competency. Cloud competencies include Cloud Business Applications, Cloud Customer Relationship Management, Cloud Platform, Cloud Productivity, Enterprise Mobility Management, Small and Midmarket Cloud Solutions.


Partner Technical Break/Fix Support:

Whether you need assistance with Microsoft 365, Dynamics 365, or Azure, we can help. Get answers to questions relating to technical break/fix issues and self-help resources when you need it. Partners have several support offerings options that will allow them to get support for technical issues. Partners can submit support service requests online through http://support.microsoft.com or the Partner Dashboard (sign in required).​ CSP Partners should use the Partner Dashboard for managing customers and submitting support requests on-behalf-of their customers​. Support cases will be entitled based on the support offerings the partner has available to them. Action Pack, Gold and Silver Competency Partners have this benefit included, which varies by competency. View the Microsoft Partner Network technical benefits summary for details around benefits available for your program tier. 


Other resources:

You can open a support ticket from within the Partner Center to leverage your support benefits. 

See answers to the top partner questions in the FAQ. 


Level 1 Contributor

Thanks for this article.  The MPN isn't recognizing Canadian business numbers/legal incorporation documents for some reason so I raised a support request to renew my Partner benefits on February 20th, I've chased it up and even spent 9 hours in the chat queue today to try and renew my benefits but all to no avail.


Is there a way I can get some help before my Partner benefits expire on Friday please?  My case number is: 2102210040000028.


I appreciate that there is probably a more formal way of asking for help in resolving this but it's proving very challenging so I'm hoping you may be able to expedite this for me.




Hi Jan, sent you a private message. I am looking for more information to best help support you. Thanks.


Level 1 Contributor

Thanks Heather, I've replied directly to your email.