Whether you use Microsoft Dynamics, Office 365 or one of Microsoft’s many other business products, you’ve probably needed a helping hand at some point. When that happens, it can be hard to know where to look for help.
If you can relate, you’ve come to the right place. Today’s blog is all about how and when to contact Microsoft support.
When to Contact Microsoft Support?
Chances are if you use Microsoft Dynamics or Office 365, you bought your software through a partner or value-added reseller (VAR). In most cases, your VAR should be your first point of contact when you run into an issue with these products. There are two main reasons for this. One, in helping you implement the software they gained an understanding of your business which an outside tech-support agent would not possess. Two, to become a Microsoft VAR, your partner has met rigorous requirements and must take part in continuous education. Even if they are not sure how to fix your issue, they can often contact Microsoft tech support on your behalf to find a solution. So, they are valuable resource to have in your corner.
With that said, there still may come a time where you would like to contact Microsoft support directly.
How Do I Contact Microsoft Tech Support?
If you’ve ever needed to contact Microsoft support in the past, you may remember creating a support ticket in the CustomerSource web portal. However, as of March 15, 2019, the process for submitting support tickets to Microsoft has changed.
To streamline the support process for all its customers, Microsoft has unveiled a new support website. This change only affects how you will create and view support incidents. There are no changes to SLA’s or support plans. You can even log into the new site with your existing CustomerSource credentials.
I Submitted a Support Ticket with Microsoft Before March 15, How Does This Change Affect Me?
Any support tickets created in CustomerSource prior to March 15th are now on the new support website. You’ll see them when you log in with your CustomerSource credentials.
Where Can I Get More Information on These Changes?
If you want to learn more about the changes in how to submit a support ticket via the new web portal, look at this knowledge base article.
I Don’t Have a Microsoft VAR. Do I Need One?
Some business products like Microsoft Dynamics GP or SL are only available for purchase through a VAR. So, if you use or are interested in one of those products, the answer to that question is a definite yes. Even when working with a Microsoft VAR is not a requirement, it is usually a good idea. This is especially true, if you do not have large internal IT team to take care of your technical support needs. Not only can a VAR fill that support role, they can also be an advocate for your business in interactions with Microsoft. Learn more about the benefits of working with a Microsoft VAR.
Should you need a VAR, we are happy to help. Located in Greensboro NC, we have nearly 30 years’ experience helping companies throughout the country, particularly in the southeast, make the most of their Microsoft software. With an impressive 97% customer retention rate, here are some reasons our clients love us.
Looking for a value-added reseller a little closer to home? Search through the database of all Microsoft’s VARs to find the one that’s the best fit for you.