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

[vishpc]

Hi @Andra ,
Appreciate the response.
I just added a note requesting update.
Ticket Open date: 1/11/2021
Document Upload Date: 1/14/2021

[vishpc]

@Andra ,
Please note that I requested status update on the ticket almost daily.

[vishpc]

@Andra I uploaded every document I have that shows my ownership in the company.

A deafening silence.

We're talking to a few customers that are expected to sign on.. and we can't even buy D365 and Power BI licenses from ISV's if we don't have the MPN setup.

I'm pretty sure I'm not the only frustrated entrepreneur here.. betting their living on Microsoft.

This is just so basic.... I expected to get stuck in the Sales and customer acquisition process...

Not basic MPN signup issues.

[Hariharan]

Hello All,

Its pathetic situation one of the vendor team for a solution, severity A case even i didn't get 5 days no responds and getting responds this non-Microsoft standard - even they don't know what they are talking about (I hope you will have access to read the update on these ticket) 120102023000857,120102923001083

There is two ticket related Azure(S2S) with On-Prem RRAS & Azure P2P (Point VPN connection to windows 10 systems). Its hard to make people understand about the priority as well as the seriousness. I think i have escalated in all the way to that Vendor in the top level. Either people should be technical or people should drive smoothly (Serval time informed them that its not MS standard - someone should check the ticket)

Is there anyway that someone can talk to them?

Thanks,

Hariharan

[Andra]

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]

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]

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]

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]

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]

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 😞

[v-jillarmour]

@dobrynskyy Sorry to hear you have been waiting, can you share your ticket number with me so I can check on the status? The support team has been doing it's best to keep up with all the tickets submitted, but there are many partners in your same position. Let's see what's going on for your situation and go from there. 🙂

[Lewis-H]

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]

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]

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]

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]

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

[Andra]

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]

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]

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. 

[AdamWeldon]

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]

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.