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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

106 REPLIES 106
Andra
Community Manager

Hi @JDMiller ,

 

Thank you for sharing this feedback with us!

The best route for getting support is by creating a case from Partner Center.

Escalating the case can be done by adding new notes on the case and requesting an update.

 

💡As a general best practice: raising multiple cases, will not expedite the resolution, but rather create more backlog and potentially extend the time for response.


Thank you,

Andra

Andra
Community Manager

Hi @dobrynskyy ,

 

Depending on the step where verification blocked, please see and follow the steps described here: https://docs.microsoft.com/en-us/partner-center/verification-responses

 

The Global Admin who raised the case with support should have access to update it, and request for a status.

 

Thank you,

Andra

JDMiller
Visitor 1

I have already submitted documentation. It does not appear that anyone has looked at my ticket which was submitted 11/12/2020. The Partner Support phone number does not provide a phone tree to reach anyone and does not take a message.

 

My ticket number is 2011110040006067. Who can I call to have it reviewed or escalated. 

 

Thank you.

 

John

 

Andra
Community Manager

Hi @dobrynskyy ,

 

Thanks for sharing your feedback!

Can you please clarify what issue you are encountering?
Is there a company verification issue, benefits related?

 

Thank you,

Andra

dobrynskyy
Level 1 Contributor

There are actually multiple issues but most important is that we are not able to activate our Action Pack that we have paid in full due to Company Account not verified for some reason. When we check the company account it has a different status for different users and support is just not responding to our requests, while when you submit a request to a support team it mentions that the response should be in 8 hours.

dobrynskyy
Level 1 Contributor

We have exactly the same case! We have a support business ourselves and this is really strange to see such poor support even for partners. Waiting for a response on a ticket for a week! I believe this is too much and gives no confidence in the future - we promise our customers prompt support and not able to provide that waiting for a week to get a reply from Microsoft. How is this called a partnership program? No escalation hints found so far 😞

Lewis-H
Level 4 Contributor

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.

VijayMaradani
Visitor 1

I am also suffering an issue for the last 4 months and all i get to hear from Microsoft is that I need to be a little more patient for my issue to be resolved. I am given to understand that they are escalating the issue but there is no response.

MichaelZ
Level 1 Contributor

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

Andra
Community Manager

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

Jamie-Mineman
Level 1 Contributor

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

 

 

Andra
Community Manager

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

AdamWeldon
Level 3 Contributor

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. 

JanoschUlmer
Microsoft

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. 

 

 

 

Kind regards,
Janosch
Get consultations form Technical Presales & Deployment services team via https://aka.ms/technicalservices
AdamWeldon
Level 3 Contributor

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
JanoschUlmer
Microsoft

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.

Kind regards,
Janosch
Get consultations form Technical Presales & Deployment services team via https://aka.ms/technicalservices
JASA1976
Level 6 Contributor

How are partners supposed to understand what those requirements are to become of interest to Microsoft that they get assigned a PDM?

At the moment we have been experiencing multiple issues that appear to be non-technical, but have to put up with the no very supporting support who either don't understand the questions being asked or understand the topic we are referring to. We're then to allowed to speak direct to the escalation team, so then the message gets even further skewed and the issue not resolved, and leaves us with no escalation path. 

We have ASFP/Premier support, but that's for technical escalations not partner issues.

AdamWeldon
Level 3 Contributor

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. 

jhayramos23
Level 1 Contributor

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
Community Manager

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
Level 1 Contributor

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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