Which support portal should I use?

  • Articol

Applies to: Partner Center | Partner Center for Microsoft Cloud for US Government

Appropriate roles: All partners interested in Partner Center

This article gives some guidance about which of the various Microsoft support resources you should use.

General questions

If you have a question about: Get help at: Instructions:
CSP invoices
One-time, usage-based, seat-based, and seat-based new commerce billing questions (including refunds, pricing adjustments, or tax)		 Modern invoices - Partner Center Help + support Get help and contact support
Credit requests for Cloud Service Provider (CSP) products and services (except for Azure) Credit requests - Partner Center Help + support Get help and contact support
CSP reconciliation-files
Customer-specific charges in both seat-based and usage-based files		 New commerce seat-based reconciliation - Partner Center Help + support Get help and contact support
Partner Earned Credit (PEC) issues
Customer-specific charges in both seat-based and usage-based files		 Partner earned credit for services managed (Azure plan) - Partner Center Help + support Get help and contact support
Usage-based reconciliation files
Questions on consumption and quotas		 Azure support Report problems on behalf of a customer
Credit requests for CSP Azure services and third-party Marketplace offers Azure support Report problems on behalf of a customer

CSP Subscription management questions

For technical support on behalf of customers, create support requests by selecting the relevant service to be redirected to the product portal in the Partner context. To learn more, see Report problems on behalf of a customer.

Subscription management issue: Get help at: Instructions
Assigning users to seat-based subscriptions within the Microsoft 365 Admin Center Microsoft 365 administration Get help and contact support
Azure quota increases Azure support Get help and contact support
Azure Reserved Virtual Machine Instances (Azure RI):
exchanges, returns, and refunds		 Recommended solutions to return, refund, or exchange Azure Reservations Get help and contact support
Azure subscription transfers:
Web Direct/Enterprise to CSP		 Azure support Get help and contact support
Cancellation of Azure subscriptions or resources through the Azure portal Azure support Get help and contact support
License count discrepancy between Microsoft 365 Admin Center and Partner Center Microsoft 365 administration Get help and contact support
Azure plan subscriptions via Partner Center:
pricing, purchase, and provisioning		 Get help and contact support
Cancellation of Azure plans or subscriptions through Partner Center Manage orders > Cancel Azure Plan without RBAC Get help and contact support
Marketplace subscriptions via Partner Center:
pricing, purchasing, and provisioning		 Manage orders > Marketplace offer Get help and contact support
License-based services subscriptions via Partner Center: purchase, provisioning, and management License-based (New commerce) > Managing customer subscriptions Get help and contact support
License-based services subscriptions via Partner Center:
pricing		 License-based (New commerce) > Pricelists Get help and contact support
Upgrading and downgrading services.
Increasing or reducing licenses, transferring license-based customers from other channels, tenants, and partners to the CSP program		 Managing customer subscriptions Get help and contact support
Pricing for perpetual software and software subscriptions Software > Pricing for perpetual and term-based subscriptions software Get help and contact support
Perpetual software and software subscriptions via Partner Center:
purchasing and provisioning		 Downloading or activating customer software Get help and contact support
Qualified offers (Public sector) subscriptions via Partner Center:
pricing, purchasing, and provisioning		 Qualified offers Get help and contact support
Software activation for CSP products Volume License Key Phone numbers - Microsoft volume licensing. Partner Center (microsoft.com)
Sales Channel Get help at: Instructions
Volume License Resellers should contact their VL Distributor
VL Distributors should contact Microsoft's Regional Operations Center (ROCs) via VL Central		 New tool: Volume Licensing Central
Dynamics Price List (DPL) SPA Partners: submit a case through PartnerSource Business Center (PSBC)
Non-SPA Partners: send an email to:
- US, Canada, LATAM: mbsorder@microsoft.com
- Europe, Middle East, Africa: mbsquery@microsoft.com
- APAC, China, Japan, India: mbsquery@microsoft.com		 Partner Center (microsoft.com)
Web-direct For license-based subscriptions: Microsoft 365 administration
For Azure subscriptions: Azure support		 Get support
How to create an Azure support request - Azure supportability

Next steps