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kiranalur
Level 2 Contributor

How to escalate issues when partner network support stops responding

When a Partner raises a support ticket and there is no response for more than 48 hours or a resolution post sufficient time has passed how do we escalate this internally at Microsoft for speedier response/resolution.

 

I dont see any documentation to that effect and it would help if we could get some details

89 REPLIES 89
--
Visitor 1

Normally when this happens to me, I create a new support issue where I ask what to do when you don't hear back from the support for X number of days. In every cast that has resulted in a prompt reply to the first issue.

Harro
Visitor 1

Hi @Andra

 

I'm really sorry to try and get assistance in this manner but I'm at my wits end.

I've had a case open with Partner support since 20th May and I'm getting nowhere. I'm just trying to get my account verified so I can renew my action pack subscription. now my E3 licenses have expired and I cant onboard any new customers... Can you please get my ticket escalated? 2105200010000007

 

Thanks

Drew

varundutt
Visitor 1

Hi Team,

I have opened a support ticket on 19th of june,2021 and it hasn't even been assigned to a agent yet.

Can you please see to ticket 2106190010000223, and also share any escalation matrix to follow in such cases of no response?

 

JASA1976
Level 6 Contributor

I've been advised to use our advanced support that we had to purchase as part of the requirements to be a tier 1 csp partner. While its supposedly for technical escalations of customer issues I was told that they may be able to escalate other issues for us. Not tried this approach yet..

ibokat1
Level 1 Contributor

Hi,

 

We have a problem with our PP account where we can no longer update our apps as the developer account is now marked as invalid.

 

We opened a support ticket last week (2106040040001540) but it has not even been assigned a support agent.  What can we do here as we like to get our applications updated. ??

 

 

Sv_i
Level 1 Contributor

Hi,

 

I have been following up for MPN Gold partnership renewal for last couple of days. Our renewal was due on 31st May, we have done the payment on 18th May and required document has been uploaded on 22nd May. Still account status is showing payment pending. I have raised a ticket on 27th May ( 2105270010001063 ) and following up since then. There is no update on ticket status and neither aligned engineer is responding to email.

 

 

Sv_i
Level 1 Contributor

Hi,

 

Awaiting for assistance

Andra
Community Manager

Hi @Sv_i ,

 

It looks like an agent is in touch with you as of yesterday. The case is active in the queue so please continue to work with Frontline on the ticket.

 

Kind regards,

Andra

aries
Level 1 Contributor

@Andra -

 

Maybe you can help us too?  Our E3 stopped working with Action Pack license inactive.  Our action pack renews always in November.  Clearly something is broken.  I got our users back online temporarily using a free trial but thats not a permanent solution of course.

 

I am currently at the dummy tier with Frontline who is insisting that we added users, which of course would not impact the -duration- of a subscription.  Not possible for a license issued in November, for a 12 months subscription, to expire in June.

 

Needs some intelligence to look at it.  Probably a quick fix.  Ticket 2106260040000128, can you take a peek?

 

-J

Andra
Community Manager

Hi @aries ,

 

Thanks for sharing this feedback with community!

The right route to solve this matter is indeed with the frontline support team as they have visibility to your account and all the benefits + activation dates.

It looks like you will be soon in touch with a supervisor so I expect your issue to progress to a resolution. 🙂

If you don`t hear back from the team in the next 48 hours, please let me know!

 

Also I found this documentation, it might explain what happened if this is the scenario the team is suggesting -  adding more licenses vs. extending the date Azure and Cloud benefits - MPN - Partner Center | Microsoft Docs

 

Have a great day ahead,
Andra

aries
Level 1 Contributor

Hi @Andra -

 

Alas, we haven’t been able to get anywhere on this one.  Seems frontline can’t understand the issue and is now looping.

 

Issue is our action pack provides a certain count of E3 for 12 months.  Ours renews in November.  We applied them in November.  Last month (June) our e3 license count went to zero.  If the licenses run for 12 months, and we applied them in November then it is not possible to be at zero in june.  If somehow they were “doubled up” then, perhaps, our license count might go down… but there isn’t a way to reach zero if the last set of licenses was applied in November and runs 12 months.

 

They seem unable to resolve it.  We are using a free trial for now to keep things working temporarily.  That has further confused frontline who now thinks we’re talking about trial licenses and extending those!  Crazy stuff.

 

Probably won’t use action pack again - too risky.  Better to use a perpetual licensed product.  Can’t imagine what would happen if we were larger and our sales depended on these products.. potentially could shut down a business!  Yikes.

Would you take another peek.  Maybe you can update our ticket in some way that “frontline” can understand?

 

If not we’ll likely just have to abandon the issue.  Other readers should take this as cautionary and include this kind of potential problem in their risk analysis when deciding what components to be reliant upon.  Licenses could just stop working / deactivate due to error.  MSFT can’t fix it, and MSFT has no escalation path when there are issues.

 

-J

Andra
Community Manager

Hi @aries ,

 

@--  is correct.

thanks for tagging me and describing this situation.

My presence and advisory is limited to this community, I have low visibility over the cases and conversations with support. This sounds like something the team will need to review and address.

With that said, you can share with me your case #, I can forward internally for a closer check.

 

Thank you,

Andra

Sirajshaikh
Visitor 1

Support engineer not response and providing solutions. Please help to escalation matrix. 

Andra
Community Manager

Hi @Sirajshaikh ,

 

thank you for your feedack. Do you have an open case with support you can share?

 

Andra

stinsora
Level 1 Contributor

@Andra - I need help with ticket 2105210040006450. When attempting to purchase the Action Pack in the MPN Partner Portal I receive a declined message, but my bank and credit card show the pending charge.

 

Support emailed me last night that they attempted to call me, but my phone never rang. This is consistent with my interactions with Partner Support.

Andra
Community Manager

Hi @stinsora ,

 

I was out of office last week. 

It looks like you have not received an update on the case yet. I will add it to queue for an investigation.

 

Thank you,

Andra

 

spc197_1
Visitor 1

Same again. Getting no response on tickets: 2105240040002081 or 2105190040001665.

 

Affecting our ability to do business.

Andra
Community Manager

Greetings @spc197 ,

 

I have checked the case # internally and it looks like your account has been authorized. Can you please if from your end this change reflects in Partner Center and is everything alright?

 

Thanks,

Andra

Kareemzeini
Visitor 1

2104250050000251 is pending and no reply since 29 april @Andra  its very critical

Andra
Community Manager

Hi @Kareemzeini ,

 

thanks for mentioning me!
Please help me understand the impact on your business and feel free to send me a private message with this information.

 

thanks,

Andra