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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

172 REPLIES 172
v-jillarmour
Community Manager

@MattKlimczak I see your ticket is still active and I've contacted the support team in hopes it will help resolve your ticket sooner. Please keep me updated on any progress! Fingers crossed it works! 

MattKlimczak
Level 2 Contributor

thanks @

thanks @v-jillarmour for reaching out to your people.  I did get a response overnight, hopefully I can get things moving again.  I'll keep you posted.
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MattKlimczak
Level 2 Contributor

thanks @v-jillarmour it took a couple of weeks of silence....  but I got the result I was looking for with a very random email from MS!  I now have the MS Partner Center options I require.
Thank you so much for kicking this can down the road.  I'd be happy to help provide feedback and guidance on the MS Partner Center process for others if there was a way.

v-jillarmour
Community Manager

@MattKlimczak Whoo HOO! Thanks for circling back and letting me know. SO glad you are up and running! 

MattKlimczak
Level 2 Contributor

@v-jillarmour I do have one question, which might be pushing the friendship.  I have an O365 subscription for my personal account, but now i have access to the Action Pack I am entitled to an E3 Office license.  is it just as simple as cancelling my current O365 subscription and login on with the new account?  I don't want to mess up my current setup....

v-jillarmour
Community Manager

@MattKlimczak I was given some direction from an internal source on this and they recommended you submit a support ticket 😐 (I KNOW< I KNOW<SORRY!) with your MPN ID via the support center: https://docs.microsoft.com/en-us/partner-center/support-from-microsoft

 

I'm sorry I don't know more about this to help you. Please let me know if you get stuck again and I will do what I can to escalate tickets or check status for you. 

v-jillarmour
Community Manager

@MattKlimczak I do not know enough about what you are asking about to give you an answer, but @CatherineC may know.

MattKlimczak
Level 2 Contributor

thanks again @v-jillarmour .  hopefully there is a simple answer, maybe @CatherineC can also help.  Basically I have an O365 (Family) subscription that is linked to my 'Hotmail' email address.  Now that I have purchased the Action Pack and have an O365 E3 license i really don't need to pay for both...  but...  I have a large amount of data on my associated OneDrive store linked to my Hotmail account, so I'm wondering is there is a way to combine the accounts, or do i have to backup the data, cancel my O365 (Hotmail) subscription and then re-upload the data?
I hope that makes sense.

Matt

JanoschUlmer
Microsoft

@MattKlimczak  - you can't combine the accounts, they are made for different scenarios - one for personal use, the other one for work use. You can use both in parallel - e.g. you might have OneDrive Sync client on Windows two times showing up on the PC - one is the personal account, the other one the work account. This way you could also move data between accounts (copy between both local OneDrive synced folders). 

Kind regards, Janosch
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MattKlimczak
Level 2 Contributor

@JanoschUlmer much appreciated.  thank you for your prompt reply.  I'll just have to manage it!

 

Matt

 
SimonH20
Visitor 1

I would also like to know how to escalate an issue. I have a ticket #30965500 that has had no response since the 9th May (the initial support case was first dealt with by MS support in Romania on the 8th of April). Any attempts to contact support has been met with silence. It is very frustrating as this is a customer related issue (from my side) and I hate to keep making excuses. 

If anybody could shine some light on why this has hit a wall, it would be much appreciated.

JanoschUlmer
Microsoft

This is not a Partner Center support ticket, but for Office 365 (so not related to this whole thread), it was opened two days ago. Just checked that engineer already confirmed they have involved technical leads as per latest update a few hours ago.

 

Kind regards, Janosch
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v-jillarmour
Community Manager

ROCKSTAR @JanoschUlmer  saves the day again!! ✳️

CN-Jason
Level 1 Contributor

Ticket # 31039578

 

Entire Tenant has been blocked due to a spam trigger from sending out invoices via quickbooks. I am not sure why or how it was triggered in the first place as it was under 50 emails. Also why is the entire tenant blocked from sending out emails when the individual user used to just be flagged. Admins used to have the option to unblock the individual users but a tenant as a whole you cannot.

 

Have had a ticket open to get it unblocked for 4 days now and still no resolution. Have gone through the steps they have suggested of resetting passwords and enabling MFA still have not confirmed with me that the tenant is unblocked. Hopefully someone here can help get this escalated as I am out of options and likely will loose this client if this continues.

v-jillarmour
Community Manager

@CN-Jason I tried looking up your ticket number, but it didn't show up in the system I have access to see. Where did you submit your ticket to? Website? I would like to help you. 

CN-Jason
Level 1 Contributor

In the admin center Inside the clients tenant.

CNJason_0-1652461064457.png

 

v-jillarmour
Community Manager

@CN-Jason Oh no! I'm so sorry to hear this. I will do all I can to help you get some response. 

v-jillarmour
Community Manager

I will be out on holiday for a week (Wed, Apr 27th- May 6th) and unable to answer any direct requests on support tickets until I return. Until then, HANG IN THERE!! 🌻

jocose1
Level 2 Contributor

I've had a ticket open for several months (opened: 11/19/2021).  We were asked to provide a document that I sent in a day later.   

Ticket ID: 2111190010001469

 

We also opened a new ticket several days ago and have heard nothing back:

Ticket ID: 2204010010002020

 

We tried to schedule an appointment in the "Help + support" section but all the dates are greyed out (no dates can be selected).

 

If anyone could have a look at these we would appreciate it.  It's important that we get our account verified as soon as possible.

jocose1
Level 2 Contributor

Resolved 1 day after posting here.  Thank You!

v-jillarmour
Community Manager

I don't think I did much to help, I think it was just your time to get their attention. 🙂

 

Very happy to hear of your resolution!! Cheers!