Forum Discussion
Number of technical support cases for Partner support
Hi everyone,
Has anyone noticed that the ASfP (Advanced Support for Partners) included technical support incidents is reduced to around 20–30 cases this year?
Many of our past tickets were not partner troubleshooting issues, but Microsoft backend-required requests (e.g., Azure quota increases for high-demand SKUs/regions) where CSP partners must open a support case for approval. Some tickets even take Microsoft internal team months to check and still no solution found.
Curious if others see the same and whether Microsoft should separate backend-required requests from actual technical support incidents. Thanks!
Hi Imperial,
Correct. You can find more details here:
https://partner.microsoft.com/en-US/support/partnersupport
click the link to the deck:
https://aka.ms/AllCloudPRS-BriefingDeck
to learn:
Advanced Support for Partners
• 20 PRS cases of cloud reactive included per
agreement for all clouds technical support (per
year)
• 5 cloud consults and pooled account
management includedPremier Support for Partners
• 30 cases of cloud reactive support included per
agreement for all clouds technical support (per
year), additional cases available for purchase as
follow:
• Sets of 10 cases with a special rate for annual
commitment
• Sets of 10 cases purchase as neededbe aware the ASfP only supports cloud deployments and doesn't include onprem/hybrid deployments.
Regards,
Martijn
5 Replies
Hi, yes this is changed. Partners get less , and are paying more.
However, issue is when you open Case like "service is down", it should be marked as bug and not billed. Same thing for some other requests, that documentation explicitly says "can be enabled only through support Case" , and stuff like that.
Partners do not have dashboard and can not see what is number of consumption of support work hours and on which case...quoting the documentation:
"Cases for Billing/Quota/Bug/Service Impacting Event (SIE) will be returned to the agreement at
closure. Only Technical cases will remain decremented."In case of 'SIE's' you shouldn't be billed. I must also note the bullet below:
Microsoft reserves the right to determine how the case is categorized. While the Partner
can request changes, there is no guarantee that they will be made.If Microsoft "doesn't see it as a SIE" its not; and you are billed.
Hi Imperial,
Correct. You can find more details here:
https://partner.microsoft.com/en-US/support/partnersupport
click the link to the deck:
https://aka.ms/AllCloudPRS-BriefingDeck
to learn:
Advanced Support for Partners
• 20 PRS cases of cloud reactive included per
agreement for all clouds technical support (per
year)
• 5 cloud consults and pooled account
management includedPremier Support for Partners
• 30 cases of cloud reactive support included per
agreement for all clouds technical support (per
year), additional cases available for purchase as
follow:
• Sets of 10 cases with a special rate for annual
commitment
• Sets of 10 cases purchase as neededbe aware the ASfP only supports cloud deployments and doesn't include onprem/hybrid deployments.
Regards,
Martijn
Thanks, Martijn.
I understand Microsoft’s efforts to reduce support load by introducing more automation for partners. However, this change does not fully reflect real-world partner scenarios, especially when issues stem from Microsoft backend limitations or when partners are advised to open support tickets due to high-demand resources and are still penalized as a result.
- JillArmourMicrosoft
Community Manager
MartijnBreet thank you!
