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MPN benefits and Technical back up

Azure

Part 365, Intune, Ems

Dynamics 365

On-Premises products

Additional resources

MPN benefits and Technical support

MPN Technical benefits

As role of the Microsoft Partner Network membership, partners are eligible for the post-obit technical support.

Technical Support	Action Pack	Silver Competency	Gold Competency
Production Back up For contempo On-Premise products only	10 Incidents	15 Incidents	20 Incidents
Signature Cloud Support For Cloud products only	-	Cloud Competencies: Unlimited	Deject Competencies: Unlimited
Signature Cloud Support For Cloud products only	-	All Other Competencies: five Incidents	All Other Competencies: 10 Incidents

Deject competencies include: Security Competency, Cloud Business Applications, Cloud Platform, Cloud Productivity, Enterprise Mobility Direction, Small and Midmarket Deject Solutions.

MPN technical Support

This article is for members of Microsoft Partner Network Partners (MPN) who need to know how a technical back up incident can be created using MPN Partner benefits.

Technical support provides troubleshooting for a specific trouble, error message or functionality that isn't working as expected.

Annotation: If you are looking to build your technical capabilities faster to increase sales, deploy more than effectively, and accelerate app development this is Non technical support – see Technical Presales and Deployment services (TPD).

MPN Technical do good activation

Global or MPN Partner Admin, get to Partner Centre, Benefits, Technical benefits click theActivate push. Activation is automated and the Access ID and Contract ID are displayed within 5-10 seconds when the page refreshes.

If you run across the Activate push button greyed out, you practise not take the correct permissions. Contact an Admin to get them to click Actuate the benefits. Following activation, all users can run across the Access ID and Contract ID.

Use the Access ID and Contract ID for Azure*, D365 and on-bounds product support ticket / incident cosmos. Y'all only need to associate

* Partners participating in the Deject Solution Provider program (CSP) may select "Cloud Solution Provider" back up plan for Azure.

1. Cloud services

For Cloud services eg Azure, Dynamics 365 etc Partners employ Consul assistants to create support requests for their customers. Delegated administration is where a partner has a human relationship with a customer, the partner user creates a support request On Behalf Of (OBO) their customer. The request is created on the customer tenant, by the partner user.

Setup delegated administration

ane. Enable Delegated Administrative Privileges (DAP) at the client level

a. Enabled by default for CSP and Indirect provider – come across Azure CSP Delegate administration

b. For Advisor partners: Customers, Asking a relationship and email the client global admin – More information

2. Enable the partner user to support your customer by assigning the Admin or Helpdesk Agent security office for users on your partner tenant

Create support request

The partner Admin or Helpdesk Agent user opens the customer in Partner Heart and selects the relevant workload eg Azure, Dynamics 365 and creates a new request
Commencement with the Partner dashboard > Support > Customer requests
The relevant products portal is opened, and a support ticket is created on the customers tenant

For Azure and Dynamics 365, partners need the Access ID and Contract ID for Signature Cloud Back up (competency partners only) - see Technical Support for On-premises or Cloud products: View and actuate your Technical support benefits.

ii. On-premises product support incidents

For On-Premises products, there is no On Behalf Of (OBO) procedure, add together your support contract and create the support incident with your contact details.

1. Apply whatsoever MSA or AAD account to sign-in to the Support for Business portal and Create a support request

ii. You need the support contract Access ID + Contract ID for Partner Production Support Incidents (excludes Signature) to add together a support contract - run into encounter Technical Support for On-premises or Cloud products: View and activate your Technical support benefits.

From the Support for Business portal, click Become started then 1. Product Selection, 2. Result details.

iii. Support plan is where you add together contract or click Buy At present to purchase a support incident.

a. When you Add together Contract, if your contract is not displayed click previous then next or close the browser and reopen – see Missing a back up program or Add Contract fails

b. Partner On-Premise Product Support Incidents can be used for the 2 most recent product versions. For older product versions partners must purchase support incidents – see aka.ms/N-1

4. If you need to purchase a support incident for an old products version. 1. Select the relevant locale/ state in the lesser left of the page and 2 Use an MSA Sign-in and a credit carte du jour to purchase Pay Per Incident (PPI) – see PPI non available for AAD

Contact Support

https://partner.microsoft.com/back up is your single point of contact for help on all Partner related issues eg MPN program, Licence activation, Partner Centre migration, and Technical issues.

Step by Step: Microsoft Azure technical support

Check requirements, benefit activation (Link support benefits) and then submit your New Azure technical back up request or bank check an existing asking. Later on completing online submission you lot will be contacted by a Microsoft support professional.

i. Requirements :

ane.i Delegated Administrator Privileges (DAP)

CSP Partners (CSP Tier 1(CSP Direct), CSP Tier 2 (Indirect providers) and Indirect Resellers) are enabled with delegated assistants for all their customers by default. Nevertheless, they can choose to send the reseller relationship link with or without DAP attached.

Counselor partners need to setup delegated administration at the customer level, per customer. View Customers, Asking a relationship and e-mail the customer global admin – More information.

1.2 Assign the delegated admin security part to the relevant users in your partner organization

Enable the partner user to support your customer by assigning the Admin or Helpdesk Amanuensis security role for users on your partner tenant.

The partner Admin or Helpdesk Agent user opens the client in Partner Center and selects the relevant workload e.one thousand. Azure, Dynamics 365 and creates a new request.

1.3 Access ID and Contract ID

Activation is required before yous tin can view Access ID and Contract ID in Partner Middle. Then y'all apply the Access ID and Contract ID to add a new support plan (Link support benefits) e.g. Signature support, Advanced Support for Partners. This is a i-off activity because the back up contracts will be associated to your sign-in for futurity requests.

Partners participating in the Cloud Solution Provider program (CSP) have a "Cloud Solution Provider" back up plan when they open up their client from Partner Center.

2. Benefit activation (Link support benefits)

Cloud Solution Provider using Partner Heart

Partners participating in the Deject Solution Provider plan (CSP) take a "Cloud Solution Provider" support plan and therefore they practice not need to Link support contract when they open their customer ticket from Partner Eye. See Azure CSP back up overview.

Calculation a Signature Cloud Support contract

Competency partners use their Signature Cloud Back up (SCS) do good (Unlimited, 10pack or 5pack) for Cloud products

Competency partners must take the Signature Access ID and Contract ID or already have the benefits linked to their sign-in, before they tin can submit a new support request. Admission ID and Contract ID are displayed in Partner Center following benefit activation - see View and activate your Technical support benefits.

MPN back up contracts employ the same Access ID and Contract ID for both MPN Product support and Signature Deject support.

Action pack partners or competency partners who have used their signature 20pack or 5pack should compare partner support plans or review Azure support plans.

Link Support Benefits

Outset by opening the customer from Partner Center, so Link support benefits.

A partner user with the Admin agent security role searches Customers
Open the Customer, select Service requests and New Request
Select Microsoft Azure to open the Azure portal

If required click settings to change your theme, linguistic communication or region format

technical_routing_pic1

Help + support

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If you have previously used your Admission ID and Contract ID for the account you use to sign-in to Azure, you do Not need to follow the steps below. Your back up contract will already be associated to your business relationship.

If you take not previously used your Access ID and Contract ID for the account you apply to sign-in to Azure, delight follow the steps below.

Select Help + Support, Back up Plans, and so Link support benefits

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Enter the Access ID and Contract ID (remove whatsoever blank spaces), then click Link

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Notation: MPN Production support and Signature Cloud support utilize a single shared Access ID and Contract ID. If y'all have previously associated either to your account, you lot will incorrectly see the error message "This Access ID is already associated to an business relationship. Please contact your Client Success Account Director (CSAM) to obtain a new Admission ID." You can ignore this fault.

Click the Link push button and yous should see the IDs greyed out and the green text Contract linked. The support contracts are at present associated with the Sign-in account

technical_routing_pic4

Click the blueish text Create a back up asking to go on and create a back up request

Linking the support benefits is a one-off activity because the support contracts will be associated to your sign-in information for future requests (until benefits elapse or no support incidents remain).

three. New Azure technical back up request

Using https://partner.microsoft.com/dashboard, select the Dashboard, select Customers, click the Customer'south subscription, Service management, Click Create or view Service request to open the Azure portal.

Start by opening the customer from Partner Center, the azure portal is opened. For issue type Technical, you select the support contract added via Link support benefits (see above).

Notation: Partners participating in the Cloud Solution Provider (CSP) program accept the option to select the "Deject Solution Provider" support programme. They do not need to Link support benefits unless they buy a support plan eg Avant-garde Back up for Partners (ASfP) or Premier.

A partner user with the Admin or Helpdesk Agent security role searches Customers. Helpdesk Agents can only submit Billing and Subscription Management support requests, in the Azure Portal.
Open the Customer, select Service requests and New Request
Select Microsoft Azure to open up the Azure portal
Click Help + support

technical_routing_pic6

Click Back up plans, then option
Select Upshot type Technical, then select your Subscription, Service etc

Solutions volition provide suggestions that may help y'all to resolve the issue yourself

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Support program will display any Support benefit yous previously added via Link support benefits

CSP who first from Partner Center will automatically see the Deject Solution Provider support plan.
Partners with Advanced Support for Partners or Premier Support for Partners (PSfP) should select their relevant support plan.
Cloud Competency partners should utilise Partner Signature Unlimited and not-cloud competency partners should employ Signature 10pack or 5pack.

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After selecting a support, select Severity, Problem blazon, Details, Time frame and upload a file if required
Review + Create gives you lot a final opportunity to review information before you lot click Create

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Click Help+ Back up, All support requests to encounter the new or existing request

Requesting access ID and contract ID

See Technical Support for On-bounds or Deject products: View and actuate your Technical support benefits

Back to summit

Step by Step: Part 365, Intune, Enterprise Mobility Suite

one. Requirements

ane.1 Delegated Administrator Privileges (DAP)

CSP and Indirect providers are enabled with delegated administration for all their customers by default.

Advisor partners need to setup delegated assistants at the customer level, per client.

For Advisor partners: Customers, Request a relationship and e-mail the customer global admin – More than information

Enabling Delegated administration at the customer level

An Counselor Partner activates "Partner features" and requests Delegated Administrator Privileges (DAP) via email; the customer global admin approves the relationship to enable DAP at the partner level. The advisor partner requests a relationship past sending the client a consul administration offer via an email or when they send a trial invitation or purchase offer (enable "Include authority for delegated administration"). Run across Aid for partners.

Partners participating in the CSP program and Indirect Providers accept a DAP human relationship with all their customers by default. If the Indirect Provider chooses non to enable DAP for the Indirect Reseller; the Indirect Reseller may asking a relationship themselves.

Enabling Delegated administration at the user

By default, Partner users cannot assist customers. The partner's users, on the partner tenant, must be enabled on a per user level to assist your customers.

The selected user permissions must be changed by logging in with a Global Admin account, via User Management via Assists your customer equally > Admin Agent, Sales Agent* or Helpdesk Agent role.

*Sales Amanuensis role is only available for CSP tier 1 and CSP Tier 2 Partners

1.2 Assign the delegated admin security role to the relevant users in your partner arrangement

Enable the partner user to back up your customer past assigning the admin agent security role for users on your partner tenant.

The partner Admin or Helpdesk Agent user opens the customer in Partner Eye and selects the relevant workload eg Azure, Dynamics 365 and creates a new asking

For Part portal products the Helpdesk amanuensis can log support requests on behalf of their customer. Notwithstanding, they cannot log support requests for technical issues inside Azure.

Helpdesk Agents can only submit Billing and Subscription Management support requests, in the Azure Portal.

2. Benefit activation

Support contracts are Not required for Microsoft 365 admin center requests eg Function 365, Enterprise Mobility Suite, Microsoft Intune or Windows.

Support contracts are required for Dynamics 365 (Power Platform and Lifecycle Services). You need the Admission ID and a Contract ID for your Partner support contract, the starting time time you employ the benefits. This is a 1-off activity because the back up contracts volition exist associated to your sign-in business relationship for future requests (until benefits expire or no support incidents remain). To encounter your Access ID and Contract ID in Partner Center or asking contract activation run into Technical Support for On-premises or Cloud products: View and activate your Technical support benefits

Competency partner should use Signature Cloud back up incidents.

three. New Office 365, EMS, Intune, & Windows support asking

Deject services support requests start when the Partner selects the customer in Partner Center. When a service asking is created, the customer tenant is opened in a new session, under the delegated administrator user's context. Service request creation is the aforementioned as normal, and the asking is created by the partner on behalf of their client.

Open the customer from Partner Center

A partner user with the Admin or Helpdesk Amanuensis security office searches Customers
Open up the Client, select Service requests and New Asking
Select Office 365 and Enterprise Mobility Suite, Microsoft Intune or Windows

Click ? to open theDemand Help? blade and start to create the new support request
Notation: the Customer name is displayed to the left of the Need help? text

ii. Click the slider to Endeavour the O365 Assistant

three. Enter a problem description and click Get Aid. View Solutions and Run Diagnostics may help place common problems. Review the data to resolve the trouble without creating a back up request!

iv. Enter the contact details and attach files if required, then click the Phone call me button.

Note: Partners using delegated admin will come across their company email accost instead of their customers e-mail domain. However, the request is created on the customer'due south tenant. The Customers name is displayed near the need Help? text

five. The service request is created, and you will be called by Microsoft or contacted via email co-ordinate to your preference.

Step by Step: Dynamics 365

Cloud services back up requests start when the Partner selects the customer in Partner Middle. When a service request is created, the customer tenant is opened in a new session, under the delegated ambassador user's context. Service asking cosmos is the same equally normal, and the request is created by the partner on behalf of their customer.

Open the customer from Partner Middle.

1. A partner user with the Admin or Helpdesk Agent security role searches Customers

two. Open up the Customer, select Service requests and New Request

3. There are 2 Dynamics 365 options listed and they open 2 different portals.

Dynamics 365 Finance and Operations, Retail or Talent

When you click Dynamics 365 Finance and Operations, Retail or Talent, the Dynamics Lifecycle Services (LCS) portal is opened.
Note: Partners require a support program to "Submit to Microsoft".

The LCS portal has ii tabs for Support issues

ane. Agile Bug tab: This is for users to submit requests to their own client's internal back up team, integrated with Azure Dev Ops. Requests can exist reviewed and closed by the client'south internal support team or they may choose to escalate and issue and Submit to Microsoft. Customer paid subscriptions can use their default support plan. "Technical preview / trial" subscriptions require a paid back up plan.

ii. Submitted to Microsoft tab: This is for the problems to exist submitted directly to Microsoft using a support programme. Competency partners can use their Signature Deject Support incidents, whatsoever partner can buy Advanced Back up for Partners or Premier Support for Partners (MPN On-bounds products support incidents cannot be used for deject products).

For more information see Docs: Manage the support experiences for Finance and Operations apps.

Dynamics 365 Client Appointment, Business Key, Ability Apps, Catamenia, Mixed reality and AI

When y'all click Dynamics 365 Customer Engagement, Business organization Central, Power Apps, Flow, Mixed reality and AI, Power Platform is opened – encounter below

four. Click See Solutions to take relevant Solutions displayed to help your resolve your own request

v. Create Support request in the bottom correct of the folio volition create the support request for the customer identified in the top right

half dozen. Use your support contract Access ID and Contract ID to add Signature (competency partners), Advanced Support for Partners (ASfP) or Premier Support for Partners (PSfP).

See Technical Support for On-bounds or Cloud products: View and activate your Technical support benefits

Back to meridian

Step by Step: On-Bounds products

Quick Summary

The Support for Business concern portal enables professional back up requests to be created or managed (if you are the primary or an boosted contact on the support asking).

To submit a request online for an on-bounds product, sign-in to  Back up for Business organisation using an MSA or AAD account, complete your 1 fourth dimension contour, and from the Manage support requests folio click +Create a new support request.

Follow the steps in the new back up asking workflow:

"Step 1: Tell united states well-nigh the issue you are experiencing" is used to place the product and describe the problem
"Stride two: Tell u.s.a. well-nigh the type of back up you need" is where you lot select an active support contract you previously added or expand "Do you need to purchase or expand more than support plans?" to Add Contract* or click Buy Now to purchase a back up incident (Pay Per Incident, PPI**).

*When y'all "Add together Contract" employ the Access ID and Contract ID for your MPN On-Premise Product Support Incidents eg Partner support Gold 20pack, Partner support Silver 15pack, Partner back up MAPS 10pack.

**Pay Per Incident is not available for an AAD sign-in, please use an MSA Sign-in eg Outlook.com for Pay Per Incident (PPI not available for AAD).

If you take any problems adding or using a back up contract or see the error "The Contract is already registered", expand the "Would y'all like to see unavailable support plans?" section to see error messages eg Support plan has expired, Back up plan has no units available, Support plan cannot be used for support on the specified product.

Note: Your support contract / support plan will NOT be displayed if:

You accept non added the contract to associate it to your current sign-in account
- To see your Admission ID and Contract ID in Partner Center or request contract activation encounter Technical Support for On-premises or Deject products: View and activate your Technical support benefits
The MPN back up contract has expired (after 1 year + 30 days).
There are no available back up incidents.
The product version is not enabled for your support contract / back up plan*.
- Signature Cloud back up is for deject products but, not on-premises products.
- Cadre benefits Product Support Incidents eg Partner support MAPS 10pack etc are simply for recent on-premise products, they cannot be used for Cloud products.

If you lot added a contract and it is not displayed or are attempting to add a new contract and y'all have problems come across Missing a support plan or Add Contract fails.

1. Requirements :

1.1 Delegated Administrator Privileges (DAP)

There is no On Behalf Of (OBO) process for on-premises products considering support incidents are not linked to the customer tenant. You create a support incident as normal. Whatever person who has the Access ID and Contract ID can create a request.

1.ii Core benefits contracts

Partners with an active Microsoft Action Pack subscription and partners with an agile competency are entitled to Microsoft Partner Network core benefits (Partner Support Golden 20pack, Partner Support Silver 15pack, Partner Support MAPS 10pack).

Product entitlement is limited to the electric current (N) and the adjacent most contempo production (N-two) version – see aka.ms/n-ane. For older products versions, the workflow includes an choice to employ Pay per Incident (PPI) for products not covered by MPN cadre benefits. You need to sign-in with an MSA account (not AAD) to purchase support incidents.

Competency partners receive Signature Cloud support incidents for cloud products merely. Therefore, Signature cannot be used for on-premises products.

1.3 Access ID and Contract ID

You need the Microsoft Partner Network cadre benefit Access ID and a Contract ID for your Partner back up contract eg Partner Support MAPS 10pack, the first time you use the benefits. When you Add contract it is a one-off action per account because the back up contracts will exist associated to your sign-in account for hereafter requests (until benefits elapse or no support incidents remain). The same Access ID and a Contract ID are used to acquaintance with multiple accounts.

If you practise non know your Access ID and a Contract ID, delight follow the process for support activation - see Technical Back up for On-bounds or Cloud products: View and activate your Technical support benefits

When you Add Contract, if your contract is not displayed aggrandize the "Would you like to run into unavailable support plans ?" section to encounter fault messages.

Partner On-Premise Product Back up Incidents tin be used for the 2 most recent product versions. For older product versions partners must purchase support incidents – see aka.ms/N-ane.

one.4 Sign-in and one fourth dimension profile required

You need to use a Microsoft account or AAD Sign-in eg Partner Heart to use Support for Business.

If you lot need to buy a support incident for an old product version. Use an MSA Sign-in (not AAD) and a credit card, to purchase Pay Per Incident (PPI) – see PPI not available for AAD.

The first fourth dimension the workflow is used the user must complete a profile. Offset and Concluding name are greyed out because they are based on the business relationship used to Sign-in. The information is used to set defaults and the values can all be changed later.

2. Benefit activation

In Partner Eye, the Global Admin or MPN Admin role can asking activation via the Benefits and Technical bill of fare.

Meet Technical Back up for On-premises or Deject products: View and activate your Technical support benefits

iii. New On-Premises Support request

+ Create a new support asking

On the "Manage Support Requests" page, click the "+ Create a new support request" button to start the workflow.

The workflow layout is vertical, click next as you progress though the workflow and Edit to go back and update a step.

Step 1: Tell us about the issue you are experiencing

Select the production, version, category, trouble, result clarification. When available effort the Virtual amanuensis. Click Next to progress to the adjacent step.

Step 2: Tell us about the type of back up you need

Select an existing support contract, add together a new support contract or buy support from this section. If yous previously added a back up contract and do non see it displayed, expand "Would you similar to run across unavailable support plans?" and also check the account you accept used to sign-in.

Support contracts

Existing back up contracts are displayed, including stop date and incidents remaining

"Would you lot like to see unavailable support plans ?" is where you can run across mistake messages for associated support plans eg Support program has expired, Support plan has no units bachelor, Back up program cannot exist used for support on the specified products. If you lot add together the same support contract more than one time yous volition see the error message "The Contract is already registered." and yous should review error messages.

Severity and routing

When the back up plan is selected select. You select Severity.

Note: Only Disquisitional severity will display the 24/7 support selection.

Where are y'all located and fourth dimension zone routes your asking, please cheque the values are correct.

Add Contract or purchase support

Expand "Practise you need to purchase or aggrandize more support plans?"

1. Add together Contract, volition enable Access ID and Contract ID to be used to add partner product support incidents eg Partner support Aureate 20pack or other professional support contracts eg Visual studio.

2. Purchase paid support. Only Microsoft Account s(MSA) can be used to purchase PPI.

If the user is using an Azure Agile Directory (AAD) business relationship they demand to sign out to purchase PPI.

To come across your Access ID and Contract ID in Partner Centre or asking contract activation run across Technical Back up for On-premises or Cloud products: View and actuate your Technical support benefits

The five-pack is not available in all regions. You lot are recommended to purchase a single incident unless you lot are sure all incidents purchased volition be used inside 1 year.

Make full out your credit bill of fare details to associate the payment to your current sign-in business relationship. To modify your settings, go to account.microsoft.com.

Single incident

When the Credit card has been saved, utilise to buy the support incident. Equally stated in the workflow "Y'all will exist charged immediately. This transaction is subject to the Microsoft Services Agreement." To change your settings, become to account.microsoft.com.

Step 3: Provide primary contact information

The primary contact will be contacted past the Microsoft support engineer and tin run into open or airtight requests from the Manage support requests page.

Step 4: Share this support request

Add an additional contact as a backup contact for the Microsoft back up engineer and to enable other contacts to run into open or closed request from the Manage back up requests page.

If you create a support request for a colleague and add together them as the primary contact, yous demand to add your account as an boosted contact to exist able to track status.

Step 5: Verify data

Click Edit on the steps above to update the information.

Step 6: Submit request

The submitter will come across the confirmation page. Only the main contact volition exist emailed with the example details.

If the submitter is not the primary or additional contact they cannot Manage support requests to see open or closed requests.

Both the primary and additional contact can view the open or closed request online.

Manage Support requests

You can cheque condition, send and view communications, upload attachments, and add additional contacts.

When you lot sign-in to Back up for Business y'all can Manage support requests based on your account. You can come across support requests if your account is used as the primary contact or you were added as an boosted contact. If y'all create a support request with another user or account equally the primary contact, add your account as and an boosted contact to exist able to track status. If you forget, ask a example contact to add you as a contact by using the sharing tab.

Merely the primary contact on the support request is sent an email with the request ID and summary details.

Theprimary contact oradditional contactmay add yous as anadditional contact usingManage Back up requests. The Microsoft support engineer who owns the request may also add together or remove contacts.

Additional resources

Technical Support for On-premises or Cloud products
Technical Presales and Deployment services (TPD)
Compare partner support plans
Azure Support Plans
Role 365 Help for partners

Contact Microsoft Partner Support

Are yous a Microsoft Partner and need help from Microsoft Back up? Go support from Microsoft's ain experts. They tin can assistance with partner program issues, presales assist, bug with Microsoft products, billing questions, and more. Start here to view your Microsoft support options.

Contact Microsoft Partner Support