365 - Getting support directly from Microsoft instead of via partner

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Paul1977

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#293725 10-Feb-2022 11:22

When we were paying for our 365 subscription directly we could open a support case with Microsoft. We now do our 365 licensing via a partner in order to consolidate billing etc, but now when I try to open a support case the only option is to contact that partner.

I don't want to go through a middle-man (who I presumably have to pay for their time). It's inefficient, and a waste of money.

Is there anyway I can raise an issue directly with Microsoft?

clinty

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#2864612 10-Feb-2022 11:27

If you are going via a CSP or Indirect reseller - not really

However i have found most of them get the job logged quickly,. and then MS support will contact you directly

Have you asked them is they charge to log the support call? I don't charge my clients.

Also they may be able to save you time if its a known issue, or something they have come across before

Clint

Paul1977

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#2864618 10-Feb-2022 11:34

clinty:

If you are going via a CSP or Indirect reseller - not really

However i have found most of them get the job logged quickly,. and then MS support will contact you directly

Have you asked them is they charge to log the support call? I don't charge my clients.

Also they may be able to save you time if its a known issue, or something they have come across before

Clint

Thanks. I'm waiting to hear back if they charge, but even if they don't it's inefficient.

I just remembered I'd raised a request last month (which was definitely after we'd changed to the partner) and I was somehow able to raise a ticket with MS myself. But I can't for the life of me figure out now how I did it now.

1101

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#2864855 10-Feb-2022 17:02

Its they way things are.
You have to go through the Partner . Partner has to have some sort of support option in place

Partner will charge for their time, as they should.

Dont like it, dont buy from a partner, buy direct from MS.

When things go bad with Partners/resellers , they go VERY VERY bad . From experience with 2 different Companies & Serious issues with their 365 partners/resellers.
Had to get MS to sort out the Partner/reseller in one case .

sparkz25

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#2864907 10-Feb-2022 17:12

Paul1977:

When we were paying for our 365 subscription directly we could open a support case with Microsoft. We now do our 365 licensing via a partner in order to consolidate billing etc, but now when I try to open a support case the only option is to contact that partner.

I don't want to go through a middle-man (who I presumably have to pay for their time). It's inefficient, and a waste of money.

Is there anyway I can raise an issue directly with Microsoft?

What is the issue that you have?

Linux

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#2864915 10-Feb-2022 17:19

sparkz25:
Paul1977:

When we were paying for our 365 subscription directly we could open a support case with Microsoft. We now do our 365 licensing via a partner in order to consolidate billing etc, but now when I try to open a support case the only option is to contact that partner.

I don't want to go through a middle-man (who I presumably have to pay for their time). It's inefficient, and a waste of money.

Is there anyway I can raise an issue directly with Microsoft?

What is the issue that you have?

@sparkz25 They are saying it is inefficient! I wonder if the OP has even tried the support channel yet as they do not even say!

Paul1977

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#2864948 10-Feb-2022 18:02

The entire subnet range that our MX record was in had been blacklisted on a spam database. Partner logged it, and MS came back to me directly.

I still think you should have the option of going to MS directly.

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Linux

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#2864950 10-Feb-2022 18:09

Paul1977: The entire subnet range that our MX record was in had been blacklisted on a spam database. Partner logged it, and MS came back to me directly.

I still think you should have the option of going to MS directly.

Was the issue resolved?

Paul1977

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#2864953 10-Feb-2022 18:11

Linux:
Paul1977: The entire subnet range that our MX record was in had been blacklisted on a spam database. Partner logged it, and MS came back to me directly.

I still think you should have the option of going to MS directly.

Was the issue resolved?

Yep

Linux

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#2864954 10-Feb-2022 18:13

So please explain the actual issue again?

Paul1977

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#2864971 10-Feb-2022 18:59

Linux: So please explain the actual issue again?

Which is quicker?
I contact partner, partner contacts MS, MS contacts me.
Or
I contact MS

Plus there’s the potential of being charged for the partner’s time. I don’t think I will be in this instance as their involvement was minimal, but I don’t know for sure.

Linux

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#2864974 10-Feb-2022 19:03

Ask them if you are charged simple as that

It is a user pays world these days

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CYaBro

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#2864979 10-Feb-2022 19:15

I know for us, as a reseller, we get priority support from Microsoft at no extra cost.
If the end user goes direct to Microsoft for support they’d have to pay for that.
Priority support is 4 hour response I think but it’s usually within an hour or two.
Not sure what normal support response time is, probably a couple of days.

Opinions are my own and not the views of my employer.

sparkz25

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#2864993 10-Feb-2022 19:46

Paul1977: The entire subnet range that our MX record was in had been blacklisted on a spam database. Partner logged it, and MS came back to me directly.

I still think you should have the option of going to MS directly.

so was the entire "Paul1977-co-nz.mail.protection.outlook.com" record blocked?

Paul1977

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#2865012 10-Feb-2022 20:48

sparkz25: so was the entire "Paul1977-co-nz.mail.protection.outlook.com" record blocked?

It was an entire /13 subnet (that’s 524,288 IP addresses) of which ours only account for two.

It was only on one spam list, so I don’t know how much of an impact it had as most of our outbound emails were still being received without issues.