Issues with Support
Hi we have been a partner for years, but lately there has been some issues with our account we have a few support tickets and the tickets stay open with no activity, we also tried to get our partner manager to help, (we got a new one this Jan) and they could/did not do anything either, just wanted to check with the community if y'all had any advice on this and how we can get this escalated since some of the tickets do have some business impact to our day to day businessScale sales growth through Microsoft Marketplace
Negotiated deals are one of the most effective growth levers - especially when partners are part of your strategy. Explore how customer private offers, multiparty private offers, and partner led reselling can help you deliver flexible pricing, simplify procurement, and empower your sales ecosystem - all without rebuilding your app or agent. Learn how to choose the right deal structure and scale with negotiated deals. Read more and scale smarter: Scale your sales growth with negotiated deals and reselling with ease | Microsoft Community HubScale your sales growth with negotiated deals and reselling with ease
Negotiated deals are one of the most effective ways to grow larger, more flexible sales through Microsoft Marketplace. They let you align pricing, billing, and terms to how customers prefer to buy, without changing how your app or agent is built. That last point matters. Negotiated deals don’t require you to create a new app or agent. Instead, they let you repackage existing, publicly transactable offers with customized terms for specific customers or partners. The result is faster deal execution without added development overhead.Marketplace offer live? Now make it shine!🌟
Microsoft gives you the tools, best practices, and guidance to boost visibility, drive traffic, and turn interest into real customers fast. And the quickest path? App Advisor. 🚀 Start with App Advisor: Your Marketplace growth playbook App Advisor is your self‑serve hub packed with step‑by‑step best practices, optimization guidance, and proven GTM strategies designed to your help app or agent rise above the noise and stand out to buyers. 🛠️ Optimize your listing Sharpen your sales page with clearer, benefits‑forward messaging Strengthen SEO so your offer is easier to find Enable a trial - the strongest conversion accelerator Offer public plans with clear tiers (Basic / Standard / Premium) to support direct sales Add visuals, screenshots, and short videos to show value instantly 📈 Boost visibility Cross‑link your website, G2 profile, blogs, and social posts back to your listing Understand factors that influence Marketplace search rankings and views Review your category selections - they directly affect discoverability Encourage customer reviews - including from G2, which flows into your listing! 📣 Promote with confidence App Advisor provides guidance around: Ready‑to‑use templates Partner‑tested messaging Campaign ideas to drive awareness and demand Be sure to: Link all channels (website → Marketplace → G2 → social → email) Use OCIDs to see exactly which channels move the needle in Marketplace Insights Double down on what moves the needle 🏅 Unlock Marketplace Rewards When you publish a transactable offer, Marketplace Rewards kick in automatically, giving your listing additional promotional lift. Rewards include: Personalized listing optimization recommendations Marketplace blog and newsletter promotion Extra visibility for your listing Editorial + press release templates GTM enablement that grows with performance Marketplace Rewards + App Advisor = compounding growth momentum. 🧲 Build a product-led growth motion Sales don’t happen by accident - they happen with a smart GTM motion. App Advisor walks you through: Segmenting your target market Defining messaging that resonates with real buyers Building educational content (blogs, case studies, guides, emails) Nailing SEO & SEM basics Creating a conversion‑ready experience that shows quick wins Tracking performance with OCIDs + Marketplace Insights Strengthening your digital presence Encouraging reviews and customer storytelling Running targeted ads to your ideal audiences This motion turns Marketplace visibility into pipeline, and pipeline into wins. 🤝 Expand your reach through channel partners Once you’ve optimized your offer and are promoting it consistently, it’s time to extend your reach even further. Forge relationships with channel partners - let them sell for you. By leveraging channel partners, you can make your solution available for system integrators, distributors and resellers to sell to their customers. You can sell through or with channel partners by leveraging resale enabled offers (REO), multi-party private offers (MPO), or Cloud Solution Provider (CSP) offers. That means: Your offer appears in their reseller catalogs They bring your solution into their customer conversations You tap into existing, trusted partner‑to‑customer relationships You gain scale without extra headcount or marketing spend A small switch. A massive multiplier. Enable resale so channel partners can open doors you couldn’t reach alone. ✅ Where to go next Start with App Advisor to sharpen your listing + GTM motion Add public plans + trial Strengthen SEO and performance signals Track success using OCIDs Publish a transactable offer to unlock Marketplace Rewards Enable REO to let channel partners help scale you globally – go deeper in this REO-focused post. Ready to make your offer shine? Head to App Advisor and get started.Upgrade plan for Marketplace offers in admin center
Hi Community, I’m reaching out here after spending nearly 6 months discussing an issue with Microsoft Support, without getting a satisfactory answer. We have published transactable SaaS apps in the Microsoft Marketplace. Each of our SaaS offers includes multiple plans (e.g., Premium, Pro, Leader). About six months ago, our customers started reporting that they could no longer upgrade their plan via the Microsoft 365 Admin Center. We were able to reproduce the issue ourselves. Symptom: when attempting to upgrade, the dropdown list that should display available upgrade plans is empty. This functionality worked correctly before. After multiple discussions with Microsoft Support engineers, their supervisor, and their manager, the official response we received is: “change to different plan functionality (for marketplace offers) in Admin Center is by design not enabled, which is why the dropdown does not display available plans.” This directly contradicts Microsoft documentation, which indicates that plan changes should be supported: https://learn.microsoft.com/en-us/partner-center/marketplace-offers/pc-saas-fulfillment-life-cycle Despite sharing this documentation, Microsoft Support maintains that this behavior is by design and that customers cannot upgrade plans from the Admin Center. My questions to the community: Are there ISVs here who have published transactable SaaS offers with multiple plans? If so, can your customers upgrade plans through the Microsoft 365 Admin Center? Are your customer experiencing the same issue? Can any SME confirm or contradict Microsoft Support’s statement that “by design, customer cannot upgrade plans using M365 Admin center”? For reference, here is our Microsoft Support ticket ID: 2508260010000694. I’m happy to share additional information upon request. Thank you in advance for any insights or confirmation. Sang, ps: I recently notice change of domain name in M365 admin center and the log showing this. Weird coincidence.Microsoft Marketplace offer live? Make it shine. 🌟
App Advisorgives you the fastest path from listing to momentum: clear steps to optimize, promote, and convert on Microsoft Marketplace. Get the practical, step‑by‑step guidance in our new post - then open App Advisor to put it into action. 🔗 Learn more here.
