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Report problems on behalf of a customer

Last Updated: 10/20/2016

Applies to

  • Partner Center operated by 21Vianet

If a customer experiences service problems that you can't resolve on your own, you can create a support request on their behalf to escalate the issue to 21Vianet.

Note
21Vianet provides escalation support, defined as support that you cannot reasonably provide to your customers because you do not have the necessary training, documentation, and/or support tools. However, if 21Vianet determines that you are inappropriately escalating issues then, upon request by 21Vianet, you agree to meet to discuss a remediation plan. For additional guidelines about escalating an issue on behalf of a customer, see the China CSP reseller program guide and agreement.

To report problems on behalf of a customer

  1. On the Dashboard menu, select Support requests > Customer requests.
  2. Search for the customer whose issue you need to escalate to 21Vianet. Select the customer's name when it appears and then select New request.
  3. Select the service your customer needs help with. You are taken to the customer's admin center for Office 365 operated by 21Vianet. You may be able to solve your customer's problem in the Office 365 admin center or instruct the customer how to solve it themselves.
  4. If your customer still needs help, select Submit a service request. Fill in the support details and then select Submit. A support representative from 21Vianet will contact you directly.

See also

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