Schedule a support appointment in Partner Center
Applies to: Partner Center | Partner Center for Microsoft Cloud for US Government
Appropriate roles: All users
This article walks through how to schedule a support appointment from within Partner Center, and provides recommended follow-up activities to help you successfully resolve your support issue. Scheduling an appointment is recommended in cases for which your help request is complex or you have low availability and aren't readily available to accept unscheduled calls.
Account access problems
Account access problems are managed differently than other service problems. If you're experiencing account access problems:
- If you're the only global admin on the account and are blocked entirely - to get assistance restoring access, contact the Azure Data Protection team at 866-807-5850. Otherwise contact another global admin in your organization to assist you.
- If you lost your two-factor authentication program or device and can't access your account - contact the support team for the service you're trying to access. Got to the Contact us support page and select the product you need help with.
- If the product you need help for isn't listed on the Contact us support page - other support options include:
Tip
To help prevent possible future lockouts - proactively, you can create an emergency access account (known as a break glass account) in Microsoft Entra (formerly known as Azure AD). The break glass account will help prevent you from being inadvertently locked out of your organization's account in the event you can't sign in using the standard method for any reason. See: Manage emergency access accounts in Microsoft Entra ID.
Schedule support appointments
After you report a problem with Partner Center, if:
Appointment scheduling is available for the problem type you reported
And a partner support advocate is assigned to your support request ticket
then you can schedule an appointment to meet with a support advocate on a Microsoft Teams call to resolve the issue. If a partner support advocate is not yet assigned to your support request ticket, you might need to wait a few days until a partner support advocate is assigned to the ticket before you can schedule an appointment. Depending on appointment volume, ticket assignment is typically accomplished within three to seven work days.
Note
Any Partner Center user can create a support request. Appointments are only available for support requests that you create in Partner Center using your work account. They're only available for certain problem types and with certain support teams.
To schedule an appointment
Sign in to Partner Center using your work account, and select the Help (?) icon to open the Help + support panel.
Select the View my support requests option. The Help + Support | Overview page opens, listing your support requests.
From the My support requests list, in the Appointment column, select the Schedule appointment link that corresponds to the relevant request ID.
"Not available for this request" means appointment scheduling isn't available for the problem type, or a partner support advocate isn't yet assigned.
You can also schedule an appointment from within an individual support request. Just select the linked request ID from the My support requests list, and then select the Schedule an appointment button from that request's Details page.
Next, choose an Appointment date and Appointment time from the Schedule appointment screen. Your support advocate's available appointment times are shown.
Select Schedule to book the appointment.
Your appointment date, time, and other information are displayed on the Details page, along with options to Reschedule and Cancel appointment.
Post scheduling activities
The activities listed in this table can help you resolve your support issue efficiently.
Step | Follow-up activity | Actions |
---|---|---|
1. | Verify the appointment |
|
2. | Add the appointment to your calendar |
|
3. | Forward the appointment to a colleague |
|
4. | If necessary Reschedule or cancel the appointment |
If your support request is transferred to another support team, your appointment might be canceled. If that happens, you get a cancellation email explaining why. If the new support team can't schedule appointments, a support call might not be available. |
5. | Join the appointment |
|
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