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Extended Processing Time for Intune Surface Management Portal Service Request

Anonymous
2024-09-18T16:03:02+00:00

Hello,

I’m inquiring about the normal processing time for an Intune Surface Management Portal service request. We typically use the traditional Surface Support support.serviceshub.microsoft.com website, which works very well and usually provides a response within one day of creating a ticket. However, I like the idea of the Surface Management Portal being able to automatically pull serial numbers, warranty information, service order IDs, shipping labels, etc., and manage all our school’s student and teacher Surface devices (300+).

I tried it out last week on 9/13/24 and submitted my first service request through the portal. As I assumed, it was much quicker to create the request and monitor which requests I had open. The problem is, while it was ultimately processed and we received the replacement device today (9/18/24), it took five days to get the device. When submitting a regular Surface request via Surface Support, it only took one day to receive the replacement device.

As we are in a school environment, students and teachers need replacement devices quickly. I was wondering if this is the standard timing for an Intune Surface Management Portal request or if this timing is unusually slow.

Thanks!

Surface | Surface Pro | Performance and maintenance

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  2. Anonymous
    2024-09-19T02:41:36+00:00

    Hi CougarIT24,

    Welcome to Microsoft Community.

    I'm Hahn and I'm here to help you with your concern.

    I understand your concern about the extended processing time for your Intune Surface Management Portal service request. Typically, the Surface Management Portal is designed to streamline the process by automatically pulling necessary information like serial numbers, warranty details, and shipping labels.

    I wish I could handle your problem, however, it is more suitable for publishing on Microsoft Learn (English only), more users post these issues there, you can click on "Ask a question", there are experts who can provide more professional solutions in that place.  

    Here is a Microsoft Intune - Microsoft Q&A to the forum where you can raise specific scenarios and share your idea to help solve the problem.  

    Sincerely hope that your question will be dealt with appropriately after contact the correct department. Thank you for your understanding! 

    Your Sincerely

    Hahn. W - MSFT | Microsoft Community Support Specialist

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