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How to engage with Microsoft Operations

Microsoft Readiness

Learn how to use the Operations Readiness resource gallery.  This is only available to members of organizations that are active in the Microsoft AI Cloud Partner Program. View this resource on user management in Volume Licensing Central.

Where to click to get to the Ops Readiness resource gallery.

Support paths and resources for different programs

Volume Licensing (VL)/Services Provider License Agreement (SPLA)/Independent Software Vendor Commercial Full-Packaged Product (ISV CFPP)/Azure*/Devices:

Level 1 Support:

Escalation:

  • Regional Operations BOT (R.O.B.) *Not applicable to Devices. You can also escalate by typing the word "ESCALATE" in the email body of the response received from My Cases and Support in Volume Licensing Central. Responses from manual "ESCALATE" will take extra time.

More resources:

Dynamics Solution Provider Agreement (SPA)

Live Chat:

Level 1 Support:

Escalation:

More resources:

Azure*

Level 1 Support:

More resources:

CSP

Level 1 Support:

Escalation:

  • Schedule a support appointment.

More resources:

Microsoft AI Cloud Partner Program

Level 1 Support:

More resources:

Volume Licensing Service Center (VLSC)

Level 1 Support:

  • Support Center contact information

Escalation:

  • Contact via phone numbers provided in the Support Center contact information

OEM

Level 1 Support:

Azure Appendix A

For the following Azure Support topics, raise a ticket via Azure help + support; otherwise create a case using the My Cases and Support workspace in Volume Licensing Central. To ensure speedy and accurate resolution to your Azure support requests, we recommend reaching out to the relevant team.

Azure activation email – resend

Retriggering Azure activation email

  1. If the request comes through My Cases and Support in Volume Licensing Central, the Regional Operations Center (ROC) retriggers the activation mail.

  2. If the request comes to Azure Operations support, Azure Operations support retriggers the activation mail.

Azure marketplace queries

Azure service-related enquiries

Azure overage invoice queries

Azure overage invoice queries (with post-November 2017 coverage end date)

  1. Credit and rebill request for overage invoices
  2. Change purchase order (PO) for overage invoice
  3. Queries on billing cycle of overage, charges billed separately
  4. Azure overage adjustment requests related to ship-to and tax-related requests
  5. Azure Overage calculation (quantity/price)

Azure adjustments

Managing Azure Service related adjustments

  1. Promo credits
  2. SLA credits due to technical issues
  3. Credits due to internal pricing and quantity errors
  4. Azure RI adjustment
  5. Application of ACD credits
  6. CPE credits
  7. Consumption credits
  8. OMS, CPP PO credit and rebill

Azure overage offset

Requests to offset Azure overage from Azure MC

  • Azure enrollment, account, and subscription transfer requests

Enrollment transfer (all subscriptions), account transfer, and subscriptions transfer (few subscriptions only) requests

  • Consumption report and billing reconciliation queries

Examples:

  1. Azure RI return and refund
  2. Azure marketplace charges
  3. EA portal consumption reporting

Incorrect Azure consumption rates

Additional Support Paths

How to engage and seek support—partner lifecycle operations

  1. Partner onboarding
  2. Partner contracting
  3. Partner mergers and acquisitions
  4. Partner offboarding

Channel partner agreements (VL Disti/Reseller/SPLA/ISV)

Level 1 support tool:

  • Contact the new email for support.

From Level 1 support contact:

To new global Level 1 support contact:

Microsoft Business Solutions (MBS) – Dynamics

Level 1 support tool:

From Level 1 support alias:

Devices

Level 1 support tool:

To new global Level 1 support contact:

CSP

Level 1 support tool:

  • Log a support ticket via Partner Center

To new global Level 1 support contact:

Retail (consumer)

No change to this support path

Level 1 Support Tool:

  • Email the support contact as normal.

Level 1 support alias:

Partner investments, incentives support, and escalations

  • Partner readiness resources  You can find information on all incentives in the partnership section of the Microsoft AI Cloud Partner Program site.

  • Partner support channels You can access support, including self-help, live support agents, community support, and support tickets through the Microsoft AI Cloud Partner Program site. Select Support on the Cloud Partner Program home page and select Create a request in Partner Center. You can also look at recommended solutions by filling out the fields on the page and selecting Incentives from the Category dropdown menu.

Partner-centric resources to build and grow your cloud practices faster

Partner Technical Services:

Build your technical capabilities faster to accelerate sales, deployments, and app development by receiving technical guidance for real-world scenarios.

Need technical capabilities or guidance?

Technical support:

Get support to resolve technical roadblocks for break-fix issues and get answers to product-related questions.

Experiencing technical issues?

Partner Frontline Support:

Foundational partner support for Microsoft Partner Network and Cloud Solution Provider through a choice of online self-serve resources and inbound chat, online, and call options.

Need help?  Frontline Support

Paid support offerings:

As your needs change, we offer multiple flexible support options aligned to your organization’s specific needs and capabilities.

Need elevated support? Elevated partner support plans

Credit and collections

Credit support:

  1. MS Stores - risk processing - global GFS Credit Risk MS stores

  2. CSP, Advertising, and Web Direct end-to-end credit risk – global: GFS credit risk - CSP Microsoft Advertising Credit Services 1 GFS Credit Risk Web Direct 

  3. Commercial risk evaluation actions Information gathering on accounts Ad hoc analysis on new or existing  accounts Commercial/Retail which includes the following notes: Credit limit increase requests Queries and requests on status of financial statements/QRP Note: For EAD Credit Apps (PCC), use Cosmic thread as applicable. GFS Credit Evaluation Accenture

  4. Use Risk Mastering contact for non-COSMIC transactions which includes: Order Releases (Asia/EMEA) Request on invoice delivery set-up or contacts Customer Mastering Set-up and Change requests/queries Account Hold/Release requests Invoice Re-Trigger requests GFS Credit Risk Mastering

  5. Escalations – to be used when the quality or timeliness of response doesn't meet business needs (out of SLA). Special handling should be directed to team leads for the workstream/function. Process-related requests should be redirected through GPO to functional leads.GFS Credit Risk Escalation

    LATAM collections:
    LATAM Collections.

    No Region Collections:
    No region Collections.

    EMEA Collections:
    EMEA Collections.

    Engaging With MSFT Ops 6

    Asia Collections:
    Engaging With MSFT Ops 7

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