How to escalate issues when partner network support stops responding

[kiranalur]

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

[jhayramos23]

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.

[Andra]

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

[jhayramos23]

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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[Jamie-Mineman]

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.

[Andra]

@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