The Evolution of Microsoft Partner Support: A Personal Perspective
As a Worldwide ASfP Evangelist, I am excited to share my personal perspective on the evolution of Microsoft Partner Support. It was an honor to shadow and witness the AI Partner Skilling session hosted in London, where I gained valuable insights into the challenges our partners face and the innovative solutions available to them. In today’s fast-moving IT landscape, businesses rely on Microsoft Partner Support to navigate complex challenges and leverage new opportunities. Over the years, Microsoft’s support services have evolved significantly, adapting to the changing needs of partners, customers, and IT professionals. As technology evolves, support mechanisms are constantly improving to provide enhanced solutions. The insights shared here reflect my personal perspective based on my experience in the industry. The Early Days of Microsoft Partner Support The journey of Microsoft Partner Support began with a focus on providing basic troubleshooting and technical assistance. Initially, partners had limited access to direct Microsoft resources, relying heavily on documentation, community forums, and traditional help desks. While these resources were helpful, they often lacked the depth required for enterprise-level issues. As Microsoft expanded its enterprise solutions, it recognized the need for more structured and personalized support. This led to tiered support models, giving partners access to advanced troubleshooting and a dedicated resource to support their company. This improvement allowed businesses to receive customized assistance based on their specific needs. The Shift Toward a Proactive Support Model Over the years, Microsoft transitioned from reactive issue resolution to proactive support. This shift was driven by the increasing complexity of IT environments, where preventing problems became just as important as solving them. With programs such as Premier Support for Partners, Microsoft began offering predictive analytics, ongoing health checks, and strategic guidance. Premier Support provides partners with a large team of experts dedicated to addressing their needs, ensuring comprehensive and personalized assistance. This allows businesses to minimize downtime and optimize their Microsoft ecosystem before issues become critical. However, as cloud computing and AI took center stage, a more sophisticated support system was required to meet evolving demands. Cloud and AI: Reshaping Microsoft Support The rise of Microsoft Azure, AI-driven tools, and cloud services led to another major transformation in Microsoft Partner Support. Support services have become more intelligent, with AI-powered chatbots, automation, and advanced diagnostics helping resolve issues faster than ever before. Microsoft introduced tools such as Copilot and AI-driven agents, allowing IT professionals to streamline troubleshooting, automate repetitive tasks, and enhance customer interactions. These advancements have significantly reduced response times and improved the overall partner experience. With AI and automation now at the core of Microsoft’s support strategy, the focus is shifting towards predictive intelligence and self-service capabilities, enabling partners to resolve issues independently and more efficiently. What to Expect Next in Microsoft Partner Support As technology continues to evolve, we can expect even more enhancements to improve efficiency, reduce complexity, and empower partners. Here’s what’s on the horizon for Microsoft Partner Support: Hyper-Personalized Support Experiences Microsoft is investing in AI-driven personalization, tailoring support interactions based on a partner’s unique usage patterns, business needs, and historical data. This means businesses will receive recommendations and insights that are more relevant to their specific challenges, ensuring a more customized support experience. Deeper Integration with Microsoft 365 and Azure With Microsoft 365 and Azure at the heart of enterprise solutions, future support offerings will focus on deeper integration. This will enable seamless collaboration between partner businesses and Microsoft’s ecosystem. Expect more embedded support within Microsoft tools, reducing the need to switch between platforms for troubleshooting. Expansion of Self-Service Capabilities Microsoft continuously enhances its self-service portals, allowing partners to access knowledge bases, automated diagnostics, and virtual support agents 24/7. The goal is to empower partners with the tools they need to solve problems quickly without waiting for traditional support responses. Stronger Security and Compliance Support As cybersecurity threats increase, Microsoft is prioritizing security-focused support. Partners can expect more resources dedicated to compliance, risk management, and threat prevention, helping businesses safeguard their data and operations effectively. AI-Powered Predictive Support Imagine a support system that detects potential issues before they impact your business. With AI advancements, Microsoft Partner Support will offer more predictive insights, automatically identifying risks and providing proactive solutions to mitigate downtime. Premier Support for Partners (PSFP) Premier Support for Partners (PSFP) provides partners with a large team of experts dedicated to addressing their needs. This comprehensive support ensures that businesses receive personalized assistance, advanced troubleshooting, and strategic guidance to optimize their Microsoft ecosystem. Advanced Support for Partners (ASfP) Advanced Support for Partners (ASfP) offers technical support tailored to the evolving needs of partners. This includes access to a dedicated team of experts, proactive services, and strategic advice to help partners stay ahead of technological changes and maximize their investment in Microsoft solutions. Why IT Professionals Should Stay Ahead of These Changes For IT professionals and Microsoft partners, keeping up with the latest developments in Microsoft’s support model is no longer optional—it’s essential. As Microsoft continues refining its enterprise support approach, businesses must stay informed and proactive. This evolution presents opportunities for efficiency, innovation, and enhanced customer experiences. The Importance of Staying Informed Technology is constantly changing, and Microsoft’s support landscape is no exception. Businesses that fail to keep pace risk falling behind, while those that stay ahead gain a competitive advantage. Understanding how Microsoft’s new support structures work and adapting accordingly can significantly improve operational efficiency and reduce downtime. Let’s explore the key areas where IT professionals should focus their efforts: Leveraging AI-Powered Troubleshooting Tools Reduced reliance on traditional ticket-based support models. Faster identification of recurring issues through AI-driven insights. Proactive problem resolution before they impact business operations. For example, Microsoft’s AI-powered support can now predict when a system will likely fail based on historical data, allowing IT teams to take preventive measures. This shift not only enhances efficiency but also ensures a smoother user experience. Artificial intelligence (AI) reshapes how IT teams diagnose and resolve issues. Microsoft has integrated AI into its support systems for faster troubleshooting, predictive maintenance, and automated solutions. For IT professionals, this means: Embracing Self-Service Support Capabilities Empower end-users to find solutions independently. Reduce response times for frequent issues. Free up resources to focus on complex technical challenges. Organizations implementing self-service options often see improved user satisfaction and decreased support costs. This is a win-win situation for IT teams and the businesses they support. Self-service support is becoming a cornerstone of Microsoft’s strategy. Businesses are encouraged to leverage Microsoft’s extensive knowledge base, community forums, and automated chatbots to resolve common issues without direct intervention. By incorporating self-service solutions, IT professionals can. The Rise of Cloud-Based Support Solutions 24/7 access to cloud support services from anywhere. Automated updates and security patches to reduce vulnerabilities. Integration with Microsoft 365 and Azure for seamless enterprise solutions. Understanding cloud-based support models is crucial for IT professionals. They allow for better incident management, quicker resolution times, and improved collaboration across teams. Cloud technology continues to revolutionize IT support. Microsoft’s cloud-based support offerings provide scalable, secure, and flexible solutions that adapt to business needs. Key benefits include: Final Thoughts: Embracing the Future of Microsoft Partner Support The evolution of Microsoft Partner Support reflects the broader shift towards AI, automation, and proactive problem-solving. As we move forward, Microsoft’s commitment to enhancing partner support means businesses can access more competent, efficient, and highly personalized assistance. The key takeaway for IT professionals and businesses working within the Microsoft ecosystem is that staying informed and adapting to these advancements will ensure a seamless and optimized support experience. If you want to maximize the benefits of Microsoft Partner Support, start exploring the latest support programs and AI-driven tools available today. Are you ready for the next phase of Microsoft Partner Support? Stay informed and make the most of these evolving resources by keeping up with Microsoft’s latest updates. Note: This blog is valid until the end of June 2025.
Explore Dynamics 365 Business Central Digital Event
Learn how adding Dynamics 365 Business Central to your offerings catalogue can increase your revenue and reduce customer churn — with low risk and a small lift to your existing resources. Hear from a Modern Work Partner who will join us and share how they got started and successfully built a Business Central business! Register for this upcoming Level Up CSP digital event to and hear about Business Centrals business management solution for small and mid-sized organizations. Voted the number one ERP solution for SMBs by Forbes in 2024, Business Central seamlessly integrates with Microsoft’s productivity and collaboration tools—making it a natural fit for your Modern Work customers. Business Central is also blazing the trails when it comes to AI innovation, bringing copilot capabilities and agents to life, to help your customers become more productive. Date/Time: March 13, 2025 Americas/EMEA 8:00am PST and APAC 5:00pm PST In this session we'll: Guide you on how to lead impactful customer conversations and close Business Central opportunities without significant investment. Walk you through your earnings potential, including lucrative margins and available incentives for partners. Register todayLevel Up CSP | Accelerate with Microsoft 365 Copilot and agents Sales & Technical bootcamps
Join us for a 3-day Level Up CSP Sales & Technical bootcamp and stay up to date on how to accelerate AI! Get the latest sales tools with our day 1 session, presented by our Modern work experts that will help you sell and go to market with Microsoft 365 Copilot, Copilot Chat and agents. During the technical day 2 & 3 training, CSP partners will gain the skills needed for a successful and secure M365 Copilot implementation, leverage Copilot Chat, and create your first agent. This comprehensive session includes NEW hands-on labs, demos, and resources to enhance learning and execution. Level Up CSP: Microsoft 365 Copilot and Agents Sales Bootcamp 1-day sales bootcamp | Register Americas/EMEA region: February 25 | 8:00 AM – 12:00 PM, Pacific Time APAC region: February 25 | 5:00 PM – 9:00 PM, Pacific Time Who should attend: Sellers and sales managers Level Up CSP: Microsoft 365 Copilot and Agents Technical Bootcamp 2-day technical bootcamp | Register Day 1 Americas/EMEA region: February 26 | 8:00 AM – 12:00 PM Pacific Time Day 2 Americas/EMEA region: February 27 | 8:00 AM – 12:00 PM Pacific Time Day 1 APAC region: March 5 | 5:00 PM – 9:00 PM Pacific Time Day 2 APAC region: March 6 | 5:00 PM – 9:00 PM Pacific Time Who should attend: Pre and post sales, IT admins and technical staff About Level Up CSP Training: Level Up CSP Bootcamps are built to help CSP partners grow sales and technical capabilities and accelerate new customer acquisition, upsell and cross sell. Join us for the upcoming Microsoft 365 and Copilot bootcamps to get ready to acquire, upsell and expand with M365 Premium SKUs, Copilot and Copilot Studio.Accelerate Your Digital Journey with Modern Support
In today's fast-paced digital world, having the right support for your technology investments is crucial. Whether you're a partner or a customer, Microsoft offers a range of support options designed to meet your unique needs and help you get the most out of your technology. Let's explore the different support options available and how they can benefit you. Microsoft Unified Support For customers with a significant investment in Microsoft technologies, Microsoft Unified Support is the best option. This comprehensive support model provides: As-needed coverage for all your Microsoft products and solutions. Direct access to Microsoft engineers with deep technical knowledge and expertise. Proactive collaborations with Microsoft experts to drive your digital transformation. 24x7 problem resolution support across your entire Microsoft portfolio. Designated Customer Success Account Manager who understands your business and goals. On-demand learning content such as webcasts, workshops, and virtual labs at no additional cost. With Microsoft Unified Support, you can ensure business continuity, maximize your support services, and move your technology initiatives forward with confidence. Premier Support for Partners (PSfP) For partners looking to enhance their support capabilities, Premier Support for Partners (PSfP) offers: Direct relationship with Microsoft for cloud, on-premises, and hybrid support. Escalation management for critical cases. On-demand advisory calls for technical guidance. Access to enhanced solutions and technology-specific support services. PSfP is ideal for partners who want to provide comprehensive support to their customers while leveraging Microsoft's expertise. Advanced Support for Partners (ASfP) For partners who primarily focus on cloud services, Advanced Support for Partners (ASfP) provides: Partner Success Account Manager Team (PSAM): Pooled account managers who work with you to plan your technical strategy, support your escalations, and help you access the best resources and opportunities for your partnership with Microsoft. You will have 60 hours of PSAM support for a 12-month agreement. Technical Cloud Consults and Customized Partner Learning Planning: Tailored technical assessments and readiness plans crafted specifically for your business needs, covering various aspects of the Microsoft Cloud ecosystem. You will get 12 cloud consults for a 12-month agreement. Improved Support Entitlements: Prioritized response on Microsoft product cases when logged directly with Microsoft. For CSP Indirect partners, you will work with your Distributor to open, manage, and escalate support incidents on behalf of your customers. ASfP is perfect for partners who need specialized support for Microsoft cloud services and want to enhance their technical capabilities. Choosing the Right Support Option When selecting a support option, it's essential to consider your organization's specific needs and how you purchase Microsoft solutions. Here are some key factors to keep in mind: Investment in Microsoft technologies: For significant investments, Microsoft Unified Support offers the most comprehensive coverage. Support model: Choose PSfP for a direct relationship with Microsoft and comprehensive support, or ASfP for cloud-focused support. Partner capabilities: Ensure your partner has the necessary expertise and support infrastructure to meet your needs. By understanding the different support options available, you can make an informed decision and ensure you have the right support to accelerate your digital journey.Grow your Business with Microsoft 365 Lighthouse webinar series
Join us for the three-part webinar series on Microsoft 365 Lighthouse, your solution for managing and securing your Microsoft 365 customers. Register for the remaining 2 sessions and learn how to grow your business, unlock efficiency, streamline your workflow, and scale your organization with this powerful tool. The 1st session is available on-demand below. Session 2 | Unlock efficiency and scale with Microsoft 365 Lighthouse Date: May 22, 2024 | 8:00 AM & 5:00 PM PT In the second session in our Lighthouse webinar series, "Unlock efficiency and scale with Microsoft 365 Lighthouse” we will dive into baselines — essential configurations and settings — to help you optimize efficiency and scale your organization using Microsoft 365 Lighthouse. Session 3 | Streamline your workflow: simplify everyday tasks with Microsoft 365 Lighthouse Date: June 26, 2024 | 8:00 AM & 5:00 PM PT In this session, we’ll explore practical tips and techniques to make your daily tasks easier using the powerful capabilities of Microsoft 365 Lighthouse. Learn how to monitor risks, reset passwords, implement Multi-Factor Authentication (MFA), stay on top of upcoming renewals, and identify growth opportunities. Who should attend: Technical Register today! Session 1 | Transform your business and work with Microsoft 365 Lighthouse Now available on-demand Date: Recorded on April 25, 2024. Review recording by accessing at: https://aka.ms/LevelUpM365Lighthouse In the first session, we delved into the comprehensive capabilities of Microsoft 365 Lighthouse. Discover how this powerful tool can drive efficiency, enhance collaboration, and propel your business forward. Who should replay: Sales & Technical roles
Securing Global Administrator accounts
Hello all, According to this article: Use admin accounts only for Microsoft 365 administration. Admins should have a separate user account for their regular use of Microsoft 365 Apps, and only use their administrative account when necessary to manage accounts and devices, and while working on other admin functions. It's also a good idea to remove the Microsoft 365 license from your admin accounts so you don't have to pay for extra licenses. I should have a separate unlicensed admin account. How do I follow the above recommendation and continue to receive emails from the partner center? We have also been encouraged to use Privileged Identity Management, and use one account but only activate the admin role when needed. Does Microsoft recommend using PIM, or do they recommend using separate admin accounts? When using PIM, I only receive email sent to global administrators, when the PIM role is active. I am having trouble understanding how to follow this guidance when the admin portals do not appear to support emailing the "regular user account" of an administrator. When I asked Partner Center frontline support for clarification on this guidance I was asked to post my question here. Thanks!Microsoft Fabric (Free) is missing from the CSP Price list
Hi all, Microsoft currently publishes a lot of free licenses in the catalog so that customers do not need to setup billing direct with Microsoft to purchase these licenses when a partner is involved. For example, Microsoft Teams Rooms Basic, Microsoft Teams Phone Resource Account, Trial licenses, I'm sure there are other free licenses currently available. When I reached out to the Partner team to report the issue, I learned there are no plans to make the Microsoft Fabric (Free) license available for partners to sell and the customer needs to purchase a paid fabric license or purchase the license direct from Microsoft. The customer was not very happy about providing Microsoft billing details to purchase a free license when they never had to do this for any of their other free licenses... When I asked why Microsoft was choosing not to make this license available to partners the best answer I got was "business reasons." Is it really that complicated to allow partners to sell all free licenses?Microsoft CSP - Indirect Reseller Status is Suspended and Can't Get Fixed
I am in a very bad spot with our indirect reseller Microsoft account and am hoping that maybe someone out there might be able to help me. In mid May, I placed an order with Pax8 for a new customer and the order was rejected by Microsoft with the error, "Associated partner LegalBusinessProfile NotFound." It turns out that when we moved offices and I updated our business's address at partner.microsoft.com, Microsoft de-authorized our partner status, which I didn't catch, and then put our Cloud Service Provider (CSP) indirect reseller program into "Suspended" status after some time. In the partner center, I was able to get our legal business profile fixed easy enough - I just had to open a ticket and send them some legal documentation. Everything under the "Partner" tab in the Partner Portal is now green checkboxes and "Authorized". Pax8 tried the provisioning again, and got the same error. It turns out that our "Indirect Reseller status" is now "Suspended" and this wasn't changed when the "Partner" status was fixed. Microsoft has a webpage that describes why this can happen and what to do to get it fixed at https://learn.microsoft.com/en-us/partner-center/account-settings/suspended-partner-center-account . It says, "Microsoft suspends Partner Center accounts for Microsoft AI Cloud Partner Program when: Significant account abuse is detected Your vetting status is Rejected for more than 30 days" We haven't had any account abuse (mercifully, our existing tenants are still operational and being billed for through Pax8), so our vetting status was almost certainly to blame. That same document says, "If you are sure that your account is compliant and should be moved back to Active state, contact Support for help with reactivating your account," so I opened a ticket with Microsoft. Actually, 3 tickets so far, because every single one has the same copy-and-paste reply: Thank you for contacting Microsoft Partner support about the suspension of the CSP account. In the Microsoft AI Cloud Partner Program Agreement, both Microsoft and our partners reserve the right to walk away from the partner relationship by providing 30 days' notice to the other. The notice of suspension and termination proceeding was provided April 2024. Neither party is required to offer an explanation for the decision to terminate the partner agreement. As Microsoft is exercising its rights under this section 4.b of the Microsoft AI Cloud Program Agreement, we are unable to share an explanation or further details. Thanks, I can't get anywhere with Microsoft support. We just landed a big customer and need to set up their tenant. I am afraid that if this goes on much longer or if somehow we are unable to add any more customers to our Pax8 account, that we'll lose this customer, which is large enough to really hurt the business. Does anyone here have any ideas on how to get through to someone at Microsoft that could help with this situation? Does anyone else have any other ideas on what else we could try? Some additional notes: When clicking "Agreements" in the partner portal, we get an error message, "Service unavailable. Something went wrong. Please try reloading the page, if this problem persists please contact Microsoft support." Everything in Legal Info/Partner looks good. Our "Microsoft AI Cloud Partner Program status" is "Active". Everything in Legal Info/Reseller looks good except that "Indirect Reseller status" shows "Suspended". Under Identifiers/Microsoft AI Cloud Partner Program, I have 1 PartnerGlobal ID and 2 PartnerLocation IDs, corresponding to our old and new addresses. Do I need to delete the old PartnerLocation ID? I haven't done so because it looks like this step is irreversible but I am getting desperate enough to try it. Our "Company profile" is not filled out, but the "Update" button stays grayed out after I fill in the information and it appears that I am unable to update this. I thought that maybe I just needed to sign the "Microsoft AI Cloud Partner Program Agreement" again, but I can't find anywhere on the partner portal where I would do so. I went through my emails exhaustively and we did not receive a, "notice of suspension and termination proceeding" in April 2024, or any other time for that matter. I can't find a copy of the Microsoft AI Cloud Program Agreement to even see what section 4.b says. I've dealt with government bureaucracies a lot in my career, but I've never experienced a Kafkaesque situation 10% as bad as this one. This is probably the most stressful thing I've dealt with in this business in the last decade. This could destroy our business if I can't get this sorted out. Sorry for the wall of text, but I tried to include as much detail as possible and it got long. If you got to this point in my post, thank you for helping or trying to help me. The latest ticket ID we have from Microsoft is 2406050040012239Join us in Dallas or remotely to gear up for this year's best partner conference!
Ready for Illuminate? Join us Feb 27 to get prepared! You're invited to join us in-person or virtually February 27th. We're getting pumped for IAMCP's Illuminate Conference! IAMCP's TOLA Chapter (Texas, Oklahoma, Louisiana, Arkansas) rotates monthly and hosts chapter meetings in Austin, Houston and Dallas. All meetings are hybrid and anyone is welcome to attend, no matter where you are! At this particular meeting, we'll be getting ready for a big Microsoft Partner conference in the same town - Illuminate! Eddie Bader, International President, and Sandie Knight, Americas President, will be presenting information about conference details and tracks. If you want to get ahead of the game, explore and register for Illuminate here! Join us online or in-person (lunch included) in Dallas at the Microsoft office - Microsoft Las Colinas 7000 State Highway 161 Irving, TX75039 11:30am-1:00pm CST Register Here >
