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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

163 REPLIES 163
v-jillarmour
Community Manager

@GazaB Ok! So they things are moving forward? That's a good sign. 🙂 

GazaB
Level 2 Contributor

@v-jillarmour thank you for all the assistance. I thought that it might not happen. Finally, all certified, up and running. Thank you!!

v-jillarmour
Community Manager

@GazaB WOW!! Great news, thank you for letting me know. Nice to get the good news once and awhile. 🙂

 

 

scottevans
Level 2 Contributor

They got my account verified four days after my post. I'm good to go











~ Network Systems

~ Managed IT Services Provider

~ Field Technology Services

~ CCTV Sales, Installation, & Service

ph. 601.259.8298

sevans@seassociates.net
v-jillarmour
Community Manager

@scottevans WOOHOO!! 

scottevans
Level 2 Contributor

I opened a ticket 2203180040005400 on 3-18-22, submitted all of the required documents, and haven't heard anything from anyone regarding getting my account verified.  It's stuck on employment verification rejected.  I have been a partner for two years, and have had Action Pack for two years.  Action Pack comes up for renewal in May, and I need to get this resolved, so that I can renew when it comes up for renewal

SW1
Visitor 1

Hi!
I have an open ticket# 2203010010002946 that's our 2nd ticket opened because the first was just closed. Trying to manage certificates and keep getting Not authorized, contact your account administrator. When clicking the "contact your administrator" link, nothing happens. We don't know who the administrator is. No one in our org seems to have the ability to manage certificates. This is CRITICAL as it's hindering any further software development. We have been waiting for a response for a little over a week, sending back-to-back emails with virtually no response. PLEASE HELP!

v-jillarmour
Community Manager

I sent you a private message @SW1. I'm sorry to hear of your trouble on this. 

Kyeung
Visitor 1

We created a ticket #2202220040008118 back on Feb 18, 2022 regarding an account verification.

Our Action Pack subscription has expired and we have tried on several time to attempt to renew it  but it needs my account to be vetted. I opened a ticket on Feb18 when I first tried to renew it. I've been emailing and/or updating the ticket every day with all documents but I have not gotten any reply apart from my first initiation with Kimberly who is the Partner Frontline advocate  . I also opened another ticket as my action pack and Office 365 licenses is expired and haven't been able to received any emails for 1 week and I had to 
 subscribe to a Office 365 e3 license to be able to retrieve my messages and to be able to contact my customers about this issue. After all this attempt and after creating 3 supports issues there are Still no resolution and I never received any verification email there after. 

v-jillarmour
Community Manager

@Kyeung I just checked your ticket and its says your account has been authorized! Woo Hoo!! I'm happy to hear this. 

AWhite
Level 1 Contributor

We have ticket #2201160040000682 open regarding account verification. Our offer to renew our Action Pack subscription has expired (on Feb 11th). I opened a ticket on Jan.16th when I first tried to renew it. I've been emailing and/or updating pretty much every day since. I even opened another ticket to see what to do about my 365 licenses after it expired. Finally I subscribed to a 365 e5 trial because Exchange 365 stopped working. Still no resolution to the issue and I never received any verification email or update to the ticket since 01/17/2022.

v-jillarmour
Community Manager

Hello @AWhite! I am SO sorry to hear of your extended wait time! Please keep me updated on when they respond. I have tried to contact them as well, but I don't have much more luck than any of you unfortunately! I know they are doing their best to manage all the cases, but there are many. Keep me posted! 

AWhite
Level 1 Contributor

It was resolved today. Thanks!

v-jillarmour
Community Manager

THAT IS SO GOOD TO HEAR!! Thank you for circling back to let us know. 

hragab
Visitor 1

I have a ticket open to receive assistance to resend the verification email  to the business owner who accidentally clicked on the rejected,  unfortunately, I m not getting a response to my request   ID 2201250040001391 

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!