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
I understand all the derived concerns and please note this is a known situation internally, being addressed as a team work.
Unfortunately it can`t be solved in the community on a whim.
Your feedbacks are forwarded internally.
Thank you for understanding,
Thank you for the updates, it is appreacited.
The expectation set on all automated emails is for response to be completed within 24 to 48 hours. As a bare minimum I suggest you request an update these communications to articulate the significant delays and backlogs. I have now been waiting over 3 weeks.
Additionally, people are not reaching out here 'on a whim' - many are relying on the partner network to undertake their business - myself included.
Hi Andra, We are in a helpless situation with this now and don't know how we could rectify this. We have committed to our customers and this delay made us in a very difficult situation. Please help on sorting out this early as possible. We have open a support case 2102190010002011 and waiting for more than 10 days now. Really appreciate your support.
Hi Adra. I have ticket ID 2102170010000758 which hasn’t been reviewed in over a week. I am also a small business owner trying to get started and this delay makes things very difficult. I have been trying to get started with the Microsoft Partnership for weeks now but having continual issues. Any help would be appreciated.
Hi @datablchrisf ,
Looks like your case is queued and you are in contact with an agent.
You should continue to work with the support team.
Please expect delays given the backlog worldwide on verification process queues.
Thank you for understanding,
Hi @RickoT ,
Thaks for sharing your feedback!
While this is a great sentiment, I am a newly formed small business with clients that are waiting for me to get my reseller status. Something that should have only taken a day or two is now almost 2 weeks. What does this say to my clients who are expecting a quick turnaround that I can't get this done in a timely manner? On top of that, what does this say for Microsoft and how they support small businesses? I am EXTREMELY disappointed that I can't even get off the ground because of this. I have been an action pack subscriber for years doing my partner activities as a consultant. Now I want to take a lot of this on my own and become a CSP and I just can't do it because of this issue.
When can I (and others posting on this thread) expect a resolution?
Disappointing, but glad to see that I am not the only one, going on almost 10 days waiting for some kind of response for business verification. I have tenants waiting to be added to my account and I cannot do ANYTHING until this is done.
I've been a microsoft partner through other jobs for over 10 years, this is my first time into doing it for myself (My new sole proprietorship) and I am saddened that I don't get the kind of support I would have expected as a partner.
I also have been waiting days if not weeks for one of my partner network support tickets to be responded to. It is my opinion that this is a broken system and Microsoft needs to do something about it. How can a ticket sit for a week with no response.
My issue is that the business verification failed and it says i need to submit documents and I have summited those. No response. I now have three tickets open. one of them is over a week old.
I assume it was a system that has been overlooked by Microsoft and now partners are out in the cold with no point of contact.
If anyone out there cares.... Looking at you MICROSOFT!
The oldest case number is. 2101260040003262 Jan 26. So that is 7 days.
I have asked for an update twice now.
What is the wait time to get these resolved???????
I've been working with Microsoft for the last 2 years in different companies, and never did I experience this level of delay.
8 days since I opened a ticket for Employment verification and pin-drop silence. No response. I went through
and submitted the documents, but just no response.
I confirm this. I have the same issue.
I never had experienced such a delay before with Microsoft (and now, not even response that Microsoft got my verification documents)
I'm sending note requesting status update almost daily, on 2 tickets. No response at all.
Hi @vishpc ,
When was the last time you submit the documents to support?
Can you access the case and add a note requesting for an update, please?
Sorry to say that requesting updates via adding notes seems to have absolutely no effect.
I've had ticket No. 2101120040001565 open since 12th jan without any response at all... just complete silence... added note 15th still no response.
What to do?