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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
rjuarezd
Visitor 1

Hello,

 

i've got the same issue, ticket 2110010040006505 was created on October 1's but still open, support respond me asking for documentation that i'd replayed a day later.

 

It's important for our company to obtain response to this ticket for the continuity of bussiness with Microsoft as partner.

 

Thanks in advance for reading this post.

Rajesh_PI
Visitor 1

Hi,

We logged a case to generate contract ID & Access ID (case no. 21100800100005850 on 11th October 2021, still now the contract ID was not created and i am getting a mail from Microsoft front line support stating that the case has been move to back end team and no response from them.

They are not even responding our query, simply copying and pasting the same mail again and again.

dicoto
Level 1 Contributor

Hi @Andra 

This is Diana from MPN Support. We currently have a ticket open with MPN Vetting Support who are taking an inordinate amount of time to help a partner with an MPN account vetting issue. It took 2 weeks for them to pick up the case, and now they haven't responded for 11 days to the partner, after he has provided the documents that have been requested from him. Ticket number is 2109170040002407.

Thanks very much and I await your reply! O zi buna!



MrJ
Visitor 1

 

This slow response affects our day-to-day business. I hope Microsoft sees this and will respond soon.

 

FC_Support
Visitor 1

We are in a similar state where we haven't had any meaningful replies since September 24th besides out of office replies or getting the same unresponsive resource looping back into the same email trail or acknowledgement that support team is out of resources on a case that was escalated to Severity A status. 

 

@Andra is there any way you can help with TrackingID#2108260040003723?

 

Thanks in advance.

matemat
Visitor 1

We are stuck as well. Unfortunately we also wait for days for initial response 😞 Our ticket number is 2108300040004185. @Andra please if you can escalate this.

 

Best regards!

Andra
Community Manager

Thanks @matemat  for the tag.

I dropped you a direct message.

 

Andra

32163452
Visitor 1

@Andra 

Please help..

i am trying to verify my business and employment to renew my action pack and i keep getting copy and paste replies that don't help.. Ticket Number is 2109170010000045. Every year i go round and round without resolution or an understanding why.  This is also stopping me from purchasing Azure services from you CSP Distributors.  I fear my Microsoft 365 will expire any day.  Why is this so diffucult!?

InfoAcu
Level 2 Contributor

We are struck at the verification as well. We have sent documents, and there is no way to contact support by phone. I see there is another step in verification which also needed submission of documents. We have to purchase Action Pack ASAP and this is not helping. 

 

Current case number is 2108260010002137, @Andra if you can help escalate this please

Andra
Community Manager

Hi @InfoAcu ,

 

thanks for reaching, I am re-adding here the link to the documentation https://docs.microsoft.com/en-us/partner-center/verification-responses

You case has been forwarded internally for review.

 

thank you,

Andra

InfoAcu
Level 2 Contributor

Hi @Andra Thanks, we are in now and the process is complete. Thanks for the help

InfoAcu
Level 2 Contributor

Hi @Andra Thanks. We have checked documents needed and updated information accordingly, but dont know estimate time for response. Will await based on your input. Thanks.

subbur
Level 1 Contributor

Greetings @Andra - I need help with ticket #2108260040002567 which is very critical for us. Verifications went through successfully for the partner account. But for some reason, developer account verification is getting failed automatically. This prevents our ability to submit apps to Office Store. Can you help to look into this urgently for us please. I have attached all the required documents with the ticket. Thanks much!!

 

Thanks,

Subbu 

subbur
Level 1 Contributor

Thanks much @Andra for helping us with this. Accounts are authorized now and we are able to submit our apps.

Thanks,

Subbu

parentof4_mgr
Visitor 1

I searched Microsoft Virtual Agent.  Clicked "Ask a Question".  Typed in Customer Service & it asked if I would like a call back.  Received the call and issue was resolved.

 

  https://support.xbox.com/en-US/contact-us

--
Visitor 1

Normally when this happens to me, I create a new support issue where I ask what to do when you don't hear back from the support for X number of days. In every cast that has resulted in a prompt reply to the first issue.

Harro
Visitor 1

Hi @Andra

 

I'm really sorry to try and get assistance in this manner but I'm at my wits end.

I've had a case open with Partner support since 20th May and I'm getting nowhere. I'm just trying to get my account verified so I can renew my action pack subscription. now my E3 licenses have expired and I cant onboard any new customers... Can you please get my ticket escalated? 2105200010000007

 

Thanks

Drew

Andra
Community Manager

Hi @Harro ,

Happy Monday!

Your account should be authorized now, please confirm.

 

Andra

varundutt
Visitor 1

Hi Team,

I have opened a support ticket on 19th of june,2021 and it hasn't even been assigned to a agent yet.

Can you please see to ticket 2106190010000223, and also share any escalation matrix to follow in such cases of no response?

 

JASA1976
Level 6 Contributor

I've been advised to use our advanced support that we had to purchase as part of the requirements to be a tier 1 csp partner. While its supposedly for technical escalations of customer issues I was told that they may be able to escalate other issues for us. Not tried this approach yet..