by Rami Noujaim, Sr. Manager for Microsoft Partner Technical Services and Chinmayi Bhavanishankar, US Partner Experience Lead
This is part 3 in a blog series about partner support benefits that are offered in the Microsoft Partner Network.
Part 1: Know your support options
Signature Cloud Support overview
Partners with a gold or silver cloud competency are eligible for unlimited Signature Cloud Support incidents in the Microsoft Cloud Service associated with the competency. For example, if you have an Office 365 competency, you get unlimited Signature Cloud Support incidents for Office 365, and not for Microsoft Azure.
Signature Cloud Support provides qualified cloud competency partners with an elevated level of technical support for Microsoft cloud products. The Signature Cloud Support benefit provides partners with access to technical support engineers who work with partners, have extensive product-specific knowledge, and are accountable for driving cases to resolution from start to finish.
Signature Cloud Support handles technical support scenarios for Office 365, Microsoft Dynamics CRM Online, Microsoft Intune, Microsoft Azure, and Enterprise Mobility + Security.
Signature Cloud Support scope by product
If you have a Small and Midmarket Cloud Solutions competency or Cloud Productivity competency, you are eligible for this support benefit.
Signature Cloud Support for Office 365 handles technical support scenarios surrounding Office 365.
For presales, deployment preparation, or advisory (help and how-to) questions, go to the Support tab on the Microsoft Partner Network portal. Under My Support > My Benefits and Activities, you can request a callback from a Partner Technical Consultant (PTC).
If you have a Cloud Platform competency, you have unlimited Signature Cloud Support incidents for Microsoft Azure.
Product support (break-fix) for Microsoft Azure, is available through the Signature Cloud Support benefit.
Prior to making your request for Azure break-fix support for a customer, these conditions must be met:
- Partner must attempt to reproduce the customer’s issue on that partner’s subscription
- Partner must provide best effort support and cannot require the Microsoft support engineer to access any Azure subscription in which the partner is not a service administrator or co-administrator
- If submitting on behalf of a customer, the account logged in to the Azure Portal must be the Cloud Solution Provider Partner of Record, have “administrative privileges” (service administrator or co-administrator), or have ‘write permissions’ (owner/contributor) on the customer’s Microsoft Azure subscription.
Access ID and a contract ID are required to add the new Signature support option. This will be associated to your sign-in information for future requests. Access ID and contract ID are sent to the primary program contact when the benefit is activated. Signature Cloud Support has its own special access ID and contract ID; it is not the same as the Microsoft Partner Network product support benefits.
Microsoft Dynamics CRM Online
If you have a Cloud CRM competency, then you have unlimited Signature Cloud Support incidents for Microsoft Dynamics CRM Online.
Product support (break-fix) for Microsoft Dynamics CRM Online, is available through the Signature Cloud Support benefit.
Prior to making your request for Microsoft Dynamics CRM Online break-fix support for a customer, these conditions must be met:
- You must attempt to reproduce the customer’s issue on that partner’s subscription
- You must provide best effort support, if it doesn’t require the support engineer to access any Dynamics CRM Online Subscription in which the partner individual is not an administrator
- Have your Microsoft Office 365 login at hand (the one you use to access the Microsoft Online Portal)
- You need to have a valid Microsoft Dynamics CRM Online subscription
- You need to have administrator/co-administrator role or delegated administrator privileges (DAP) on the Microsoft Dynamics CRM Online subscription that you are requesting support for
Partner support resources
MPN 101 Community
- Sign up for MPN 101 Community calls
- Join the Yammer group
- Read the MPN 101 blog series
- Watch previous community calls on demand
- Membership guide