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
Hi Andra, Yes. I am still desperately trying to get someone to help me with our Gold Partnership. There have been a couple of ticket numbers; 2103250040005359 was one of them, then I opened 2103300040002875 this morning because I had not heard from anyone on the other ticket since Friday, despite reaching out twice. There were previous tickets as well, however those were more for information gathering regarding the various competencies. I have submitted our documents twice as well, as I have been instructed, however, I still cannot seem to get anyone who is able or willing to add the Membership Option to my dashboard so I can actually pay for it. Appreciate any guidance you can offer.
Monica Gdula [http://my.excelhr.com/timesheet/res/linkedinblueprofile.png]
Learning and Development Strategist
(613) 230-3700 x1295 | www.excelITR.com
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Hi @MJG ,
I can understand this situation, my strong advice is to keep one single ticket, to make sure you track all information in one place, there is no duplicate effort from support and you also ensure a better time for response.
We have checked and it looks like you have received a response on both cases, yesterday March 30. Can you confirm?
Please continue to work with the support agent on case # 2103250040005359 and address any questions you may have.
We have an outstanding situation in prolonging our partnership. We've started this procedure in September 2020 and till now we cannot get the solution or any other help from Partner Support.
The issue belongs to checking our company legal business profile stuck on "business verification" stage. We have made several tickets, but the 1st Line replied, that we have to wait. We are waiting for a half of the year!
And we have no other options escalate our case beside the Partner Support in the Partner Portal.
Would you @Andra, please, explain, what we should do in such a case. Our first ticket number is 2009210040003492.
Thanks ahead for your help,
Hi @_Vadim_ ,
Thanks for sharing your feedback here, I forwarded your case internally for investigation.
The Partner Center support is indeed the route to go, however your case is assigned to an agent and you should receive updates soon.
Thanks for your patience,
First of all, thank you very much for your help.
I want to inform you, that there are no changes with our case still. Are there any possibilities to understand, what's going on and what's the serious problem is causing the verification proccess of our business account for half of a year? We've been MS partners for about eight years without any such kind of problems. Now we have the open ticket since September 2020 and no status messeges from MS servicedesk for several months. Plus we have no contact information to ask our questions and to receive the real valid answers about the situation, but not only the appeals to wait.
Would you, please, tell us, what to do besides waiting till the end of time?
Many thanks ahead.
Can you please help me in getting my issue resolved. I need to upgrade from Silver to Gold competency by tomorrow. I sent multiple mails to the support engineer and yet to get a resolution. My Case ID is 2103020010000703. This really jeopardizes my company strategy.
thanks for sharing your case ID.
My understanding is you got today in contact with a support agent, please continue to work with the team on the open case.
Thanks for understanding,
Glad when I can help!
I am forwarding constantly feedback internally.
To your last point, I want to clarify that while most of the times you will find guidance and information for your queries in the Microsoft Partner Community, in current circumstance we are working together with support as a quick fix is not currently available.
Please send me a DM if you still don`t hear from the support agent in next 48 hours.
I appreciate your understanding,
Would you kindly be able to escalate our ticket 2104010040001636?
The representative called me when I was out of work once (during public holiday, which they acknowledged), I responded to his email, answering the questions, to try and set up a teams call to discuss issues with our licenses but nearly 72 hours in since replying and I have not even received an acknowledgment email. I have chased daily for updates but alas receive none.
We are Gold partners and have been a partner for many years now...
If I can provide my customers regular updates, why can't Microsoft?
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?
I am more than 12 years action pack partner. I had issue to renew my action pack, i raised a request it is open more than 25 days and i didn't get any response and there is no way to escalate.it is sad what is going on for microsoft support strategy. I have raised a ticket for the big company i work as consultant and i get response within 5 hours.it is unforfunate that Microsoft don't consider the consultants of thier product is useful.as consultants we are not only partners but we are member family of their product and we help and promote their product .we deserve better than that, respect