Reply
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

171 REPLIES 171
Danijela_Plese
Level 2 Contributor

Does anybody have an idea how to escalate reported issue? I've opened the ticket 2211280040003141 on 28th of November 2022. From that date I'm just receiving e-mails that our case is going to be resolved shortly and thank you for being patience. Our case is not resolved and we've already lost too much time waiting

v-jillarmour
Community Manager

@Danijela_Plese I checked your ticket and it says a support rep named Mohammad reached out to you today at 2:26pm. Can you confirm?

Danijela_Plese
Level 2 Contributor

Hi! Yes, that's correct. He reached me out to let me know there's nothing new and it requires time to resolve this situation...more or less the same message I'm continuously receiving for the past couple of months

v-jillarmour
Community Manager

omg, I'm so sorry it's taking them so long to figure this out! It is unusual that they don't have a solution for you yet. I hope something comes of this soon and please keep us updated here. I want to know when they check back in with you. 🍀🤞

 

Danijela_Plese
Level 2 Contributor

Hi! I’m just checking in to let you know that I received an email yesterday with information that internal team is still working on resolution and since there’s no ETA there’s no way to speed things up. I just hope that MS will have enough understanding when we won’t be able to comply requested requirements on time because of the unresolved issue we have here.

Danijela_Plese
Level 2 Contributor

Thank you! I hope they'll get back soon with some solution and no worries I will update you as soon as they resolve the problem

v-jillarmour
Community Manager

@Danijela_Plese Hello! I am so sorry to hear of your troubles here. That is SUCH A LONG TIME to wait.

 

I am working on checking the status of your support ticket and trying to get the support team to escalate it. Hang in there! I will do what I can to help you through this.🌻

Danijela_Plese
Level 2 Contributor

Thank you for your support. I appreciate it a lot

xaqmusic
Level 2 Contributor

We are also having issues with Certificate Management.  We cannot do driver attestation until this is resolved!

It seems some unknown account action was taken that suspended our account which has been active for years.

 

After contacting support via text chat, ticket #2207060040007475 was created with Juan being the support person on July 6th.  However, I cannot access this ticket and have had no response other than new tickets (which I can access) being closed due to being a duplicate of the current ticket.  Can anyone at MS help?!

v-jillarmour
Community Manager

@xaqmusic The support team got back to me and said that your account is already authorized. Can you confirm? If not I will circle back to them and see what next steps are. 

xaqmusic
Level 2 Contributor

@v-jillarmour Thanks for your help!  Unfortunately, we still do not have access to manage certificates.  We see this:

Screenshot 2022-07-08 145732.png

I can also see we still have Global Admin perms:

xaqmusic_0-1657801569087.png

We still have access to submit new drivers for attestations but we need to re-submit our certificate for this requirement https://aka.ms/cert_revalidation

 

Are we missing something?

 

v-jillarmour
Community Manager

@xaqmusic I reached back out to support on this and hopefully they will respond with step by step directions or SOMETHING to help us. 

 

Ticket#2207060040007475 - just for me to keep track of what the original ticket was. 🙂

xaqmusic
Level 2 Contributor

@v-jillarmour Did you hear anything from Juan or the other support personnel re Ticket#2207060040007475?  I am not getting email responses, and the issue is still unresolved.  It's been 2 weeks now.  Thanks for your help!

v-jillarmour
Community Manager

@xaqmusic Ok! I was finally able to access your ticket. It shows closed. Obvisously your issue is not fixed. I tried to inquire about this to the support team and they instructed me to have you open a NEW support ticket and reference the first one within it. Explain that you are still having an issue and then come back here and share your NEW ticket number. I will again reach out to them and have them escalate it. 

 

Sorry it's been such a mess for you, I am doing what I can to help! Circle back with new ticket number!! I'll be waiting. 🙂

v-jillarmour
Community Manager

@xaqmusic Thanks for checking back, I seem to be locked out of my own account to check the status. I have submitted my own ticket (seems like one big circle doesn't it! lol) and as soon as I can I will check your status and report back!! 🌻

xaqmusic
Level 2 Contributor

@v-jillarmour and community,

 

I finally got a reply from the support person to contact reportap@microsoft.com about my issue.  I'm not sure why it took so long to get to that point, but after emailing this address, someone reinstated my account, so we have access to certificate management. 

 

However, they stated that our account would again be closed if we don't publish in the Microsoft Store within 90 days!  Our business releases middleware as SDKs with signed/attested drivers (hence the need for cert mgmt), which do not go in the store.  Does anyone know why this weird rule exists after years of normal operation??

 

 

v-jillarmour
Community Manager

@xaqmusic Well that is GREAT news! Glad you are back up and running. I don't know the answer to the publishing within 90 days. @JanoschUlmer do you know anything about this? Is this standard upheld?

v-jillarmour
Community Manager

@xaqmusic Hello! Sorry to here of your issue here. I have reached out to the support team and asked them to review your case and communicate to me or to you directly what is needed to get you past verification. Please let me know if you hear back from them or if anything happens and I will do the same. 🌻

 

MattKlimczak
Level 2 Contributor

Hey there,

 

I'm hoping someone can help me with ticket: 2204070010000290

I am trying to verify my Partner Network account but it has stalled at "Employment verification".  I am a self employed consultant and I have provided all the information I can think of, but my application has been denied and it looks as though I can no longer apply.

The ticket was raised nearly 3 months ago and then closed with no action taken.  I have since re-opened the ticket.  I'm hopeful someone can help me.

 

Matt

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!