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Visitor 1

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

15 REPLIES 15
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Community Manager

Re: How to escalate issues when partner network support stops responding

Hi @kiranalur ,

 

Can you tell us what type of issue you are facing and provide us with a ticket number, to check from our end ?

Depending on the situation we can move this thread to the appropriate forum, so that other partners and Microsoft SMEs can join the conversation and even offer potential solutions.

 

Kind regards,

Andra

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Level 2 Contributor

Re: How to escalate issues when partner network support stops responding

I feel as though we're in the same boat. 

 

We raise cases with MS (after it has passed our internal 1st Line / 2nd Line) and in some instances, it says we will get a call in 10 minutes or what ever the time frame is. 

 

We sometimes wait a whole day for a call.  

 

Or we receive an e-mail from the support agent in 1 hour saying that

"Hi I am your engineer to help support you on this case" 

And thats pretty much it, even if you respond you don't get a responce back. 

 

We are however coping at moment as we now anticipate this. but just giving my experience. 
And mostly the support is pretty quick. Just when its not it really drags out. 

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Community Manager

Re: How to escalate issues when partner network support stops responding

@AdamWeldon ,

 

Thanks a lot for sharing this feedback with the community!

As a note: We’re currently experiencing delays in responding to support requests.
If my understanding is correct, you currently don`t have pending cases with Frontline Support.

For future situations, please submit via our online submission process,.

 

Have a great day ahead,

Andra

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Microsoft

Re: How to escalate issues when partner network support stops responding

Additionally to what Andra mentioned, in case you have a Premier support or ASfP support contract, you have access to a dedicated contact (Technical Account Manager/TAM, Service Account Manger/SAM) you can reach out to to escalate any current support issues. 

 

 

 

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Level 2 Contributor

Re: How to escalate issues when partner network support stops responding

Thanks @JanoschUlmer 

 

Can I confirm that Cloud Signature Support does not fall into this category? 

 

We are just a Microsoft Gold Cloud Cloud Platofrm partner - Back in the day I remember we used to have an account manager but as a gold parter now, with indrect reseller status, we don't have any one we can speciafically disucss the in's and out's of being a parterer with? 

 

I am assuming Premier support is an additinal support package we would need to buy ontop of Cloud Signature Support/Signature Product Support? 

 

We don't have a ASfp yet, until our Azure clients grow.  

 

We show up as a:  Cloud Solution Provider tier: 1-Tier 

However we purchase all our licensing as an indirect reseller through Tech Data CSP. 
 
Trying to work out where we stand, what we can access and what we can't. 
 
Thanks again,
Adam
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Microsoft

Re: How to escalate issues when partner network support stops responding

No, Signature support does not come with an account manager. It also does not cost extra, you get it as Gold/Silver Partner when selling cloud services.

 

Account managers come in two forms:

 - Partner Development Manager (PDM) - this is the account team supporting certain partners from a strategic perspective. Only a minority of Partner have a PDM assigned - and it does not depend on being on a certain competency level or having a certairn suppot contract or CSP role -  which Partners are being managed is something the local subsidiary is determining on other factor like growth, solutions published, vertical/customers managed etc.

 - Service Account Manager/Technical Account Manager - those are accounts teams supporting on the technical side of things, those are assigned based on support contract (ASfP/Premier).

 

As CSP 1-Tier (Direct Reseller) you would need to have ASfP  or Premier. However, since you are saying that you obtain all licenses through TechData, you are in fact acting as Indirect Reseller (2-Tier Reseller) - maybe because you don't fulfill the Direct Reseller requirements.

However, if you are seeking support for licenses/services you sell as CSP Indirect reseller, Tech Data is your first point of contact for support.

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Level 2 Contributor

Re: How to escalate issues when partner network support stops responding

Many thanks @JanoschUlmer  appreciate you time in explaining this. 

 

This helps and I understand better. However, in relation to our status, it seems a bit convoluted. 

 

Although we do have a indirect reseller relationship with TechData and our licensing is being purchased through them, our Partner Center suggests we're not just a Tier 2.  I am just trying to make heads and tails and finding it difficult with 1) Where we actually stand and 2) Finding someone to discuss our account with to get to the bottom of where we are, what we can do and where/how we can gain more in working with Microsoft.  

 

We do have pretty high scale of growth and so on. 

 

This is what I see in our Partner Center Dashboard > CSP > Overview > View your reseller profile 

2020-04-22 11_09_17-Window.png

 

Although I get what you're saying, why do we show up as a Tier-1 Provider, and perhaps we should be selling directly and not through TechData. 

Thanks again for your input. 

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Level 1 Contributor

Re: How to escalate issues when partner network support stops responding

I have the same issue.

 

The support reponse is taking too much time.  The team handling my concern also is very afraid to make a call support.

 

He is only responding every 24 hours through email. 

 

Yesteday, I received a response and of course after 24 hours again saying he tried to call me, yet I have my phone is with me and I did not receive any call.

 

I replied immediately in his email saying I did not receive any call from support team and I told him to just provide me their direct number and I will be the one to call them. It seems like they dont have budget to do a support call to Mricrosoft Partner.

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Community Manager

Re: How to escalate issues when partner network support stops responding

Good day @jhayramos23 ,

 

Thank you for your feedback about the Frontline Support!

Please note the support team is currently experiencing delays in responding to requests.

Regarding your open support case, refer to your Partner Profile tab in Partner Center for updates about your open case status. 

Thank you for your patience and understanding,
Andra


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Level 1 Contributor

Re: How to escalate issues when partner network support stops responding

Yes that is what Im doing. But even with a series of follow up and immediate response to their email i will only get a response either after 24 or 48 hours.

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Level 1 Contributor

Re: How to escalate issues when partner network support stops responding

I have been having the issues now going on 12 months. We keep losing access to our benefits and it literally takes months of working with support to get this resolved.

 

The latest ticket I have logged has now been open for two weeks and overnight I received the following

 

 

My name is Bryan, and I'm assisting you with your recent support ticket <Insert service request number regarding "Unable to access license keys"

You let us know that you are unable to access some keys on your account.

 

I have received a response from the back end team about your ticket. Please see below response from the back end:

 

"Your access will not be reactivated as it does not satisfy Microsoft systems or security criteria. Your case will now be closed. Please be aware of the fact that raising new support cases for this issue won't change the communicated outcome."

 

 

My case will be closed and don't contact us again? Is this a joke? No actual support just a non sensical response. There must be a way to escalate this and get some actual support. I have no idea why we continue to pay to be part of the partner network. We have had access to our benefits less than 3 months over the past year.

 

Extremely frustrated.

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Level 3 Contributor

Re: How to escalate issues when partner network support stops responding

Escalate your issue to Microsoft Account Specialist Team. If you have already exhausted all possible self-service option for your issue, you can escalate your issue to the level 2 support : Account Specialist Team by submitting an Escalation Support Ticket. This might take a little of your time but it's worth to do.

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Level 1 Contributor

Re: How to escalate issues when partner network support stops responding

I'll give that a go, thanks for the tip.

 

 

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Visitor 1

Re: How to escalate issues when partner network support stops responding

Hej Lewis, I couldn't quite find a link myself in the partner center for creating an escalation ticket to the account specialist team.  Actually doesn't seem possible at this point to open a non-technical support ticket at all via the MSPN center site.

 

Would you happen to have a screen dump of where you are finding this link/shortcut/possibility to create an escalation case to the account specialist team?

 

Best regard, MZ

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Community Manager

Re: How to escalate issues when partner network support stops responding

Hello @MichaelZ ,

 

Please note that support is currently experiencing delays in responding to support requests.

I believe @Lewis-H  is referring to a Technical Account Manager, if you have someone assigned?

There are various support plans, you can consider depending on your business size: https://partner.microsoft.com/en-us/support/partnersupport

 

For help on all Partner related issues eg MPN program, Licence activation, Partner Center migration, and Technical issues, https://partner.microsoft.com/support is your single point of contact. 

 

Thank you,

Andra