Microsoft Partner Support Offerings

Microsoft is committed to helping you continue your growth momentum and provide the best service to your customers. To assist with this, we offer multiple, flexible support options aligned to your organization’s specific needs and capabilities.

Select the best support option for your business

Microsoft Partner Network Technical Benefits

Foundational support for partners establishing their business.

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Microsoft Advanced Support for Partners

Advanced support for partners who are growing their business.

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Microsoft Premier Support for Partners

Most comprehensive level of support for partners with growing and established business.

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Feature Comparison

Support Plans	Microsoft Partner Network Technical Benefits	Microsoft Advanced Support for Partners	Microsoft Premier Support for Partners
Microsoft Products & Services Supported	Cloud Hybrid On-premises³	Cloud Options¹ for Hybrid & On-premises	Cloud Hybrid On-premises
Support Delivery Method	Remote	Remote	Remote, On-site
Submit Support Tickets On Behalf of End Customer	✔	✔	✔
24x7 Technical Support	✔	✔	✔
Case Severity & Target Initial Response Times	Severity A: 2 hours Severity B: 4 hours Severity C: 8 hours	Severity A: 1 hours Severity B: 2 hours Severity C: 4 hours	Severity A: 1 hours Severity B: 2 hours Severity C: 4 hours
24x7 Critical Situation Support	--	--	✔
Support Account Management	--	Pooled	Designated
Escalation Services	--	✔	✔
Advisory “How To” Services	✔	✔	✔
Technical Presales Assistance	✔	Available with MPN subscription	Available with MPN subscription
Cloud Solution Provider API Support	Self-guided and Packaged	Packaged	Customizable for you and your customers
Proactive Support Services	Self-guided and Packaged	Packaged	Customizable for you and your customers
Developer Mentoring & Coaching	--	--	Optional¹
Designated Support Engineering	--	--	Optional¹
Minimum Price²	Included in MPN Competency or MAPS subscription	USD15,000 per year⁴	USD28,000 per year
		Learn more	Learn more

Microsoft Products & Services Supported
Microsoft Partner Network Technical Benefits	Cloud Hybrid On-premises³
Microsoft Advanced Support for Partners	Cloud Options¹ for Hybrid & On-premises
Microsoft Premier Support for Partners	Cloud Hybrid On-premises
Support Delivery Method
Microsoft Partner Network Technical Benefits	Remote
Microsoft Advanced Support for Partners	Remote
Microsoft Premier Support for Partners	Remote, On-site
Submit Support Tickets On Behalf of End Customer
Microsoft Partner Network Technical Benefits	✔
Microsoft Advanced Support for Partners	✔
Microsoft Premier Support for Partners	✔
24x7 Technical Support
Microsoft Partner Network Technical Benefits	✔
Microsoft Advanced Support for Partners	✔
Microsoft Premier Support for Partners	✔
Case Severity & Target Initial Response Times
Microsoft Partner Network Technical Benefits	Severity A: 2 hours Severity B: 4 hours Severity C: 8 hours
Microsoft Advanced Support for Partners	Severity A: 1 hours Severity B: 2 hours Severity C: 4 hours
Microsoft Premier Support for Partners	Severity A: 1 hours Severity B: 2 hours Severity C: 4 hours
24x7 Critical Situation Support
Microsoft Partner Network Technical Benefits	--
Microsoft Advanced Support for Partners	--
Microsoft Premier Support for Partners	✔
Support Account Management
Microsoft Partner Network Technical Benefits	--
Microsoft Advanced Support for Partners	Pooled
Microsoft Premier Support for Partners	Designated
Escalation Services
Microsoft Partner Network Technical Benefits	--
Microsoft Advanced Support for Partners	✔
Microsoft Premier Support for Partners	✔
Advisory “How To” Services
Microsoft Partner Network Technical Benefits	✔
Microsoft Advanced Support for Partners	✔
Microsoft Premier Support for Partners	✔
Technical Presales Assistance
Microsoft Partner Network Technical Benefits	✔
Microsoft Advanced Support for Partners	Available with MPN subscription
Microsoft Premier Support for Partners	Available with MPN subscription
Cloud Solution Provider API Support
Microsoft Partner Network Technical Benefits	Self-guided and Packaged
Microsoft Advanced Support for Partners	Packaged
Microsoft Premier Support for Partners	Customizable for you and your customers
Proactive Support Services
Microsoft Partner Network Technical Benefits	Self-guided and Packaged
Microsoft Advanced Support for Partners	Packaged
Microsoft Premier Support for Partners	Customizable for you and your customers
Developer Mentoring & Coaching
Microsoft Partner Network Technical Benefits	--
Microsoft Advanced Support for Partners	--
Microsoft Premier Support for Partners	Optional¹
Designated Support Engineering
Microsoft Partner Network Technical Benefits	--
Microsoft Advanced Support for Partners	--
Microsoft Premier Support for Partners	Optional¹
Minimum Price²
Microsoft Partner Network Technical Benefits	Included in MPN Competency or MAPS subscription
Microsoft Advanced Support for Partners	USD15,000 per year⁴
Microsoft Premier Support for Partners	USD28,000 per year

Microsoft Partner Network Technical Benefits
Microsoft Advanced Support for Partners	Learn more
Microsoft Premier Support for Partners	Learn more

^{1 Available for an additional fee} Back to top

^{2 Price listed is in USD. Local prices may vary}

^{3 From July 22, 2017, Partner support incidents follow the N-1 support policy, for on-premises products. The N-1 support policy enables only the newer on-premises products. This includes all current (n) and the second most-current (n-1) versions of our on-premises products. Excluding any product where mainstream support has ended. More information}

^{4 Advanced Support for Partners is USD15,000 per year and USD10,000 per year for emerging markets. Billing will be in local currency, with currency conversion rates updated quarterly.}

Additional Support Options

In addition to the support offerings listed above, there are a variety of self-help and community support options available to partners on both Microsoft’s online service portals and at partner.microsoft.com/support. Connect with Microsoft professionals and other partners to solve problems quickly at no cost through the Partner Support Community. TechNet is also available for IT professionals, and developers can access resources on MSDN. A full list of benefits available through your Microsoft Partner Network membership can be found here.