Resolution - Outcome - AMS - PSSST

This is a 0SR case and the SEM guides the submitter to create a support request with the Azure team. The taxonomy of the case should be:

• Case Rerouted or Case Out of Scope - Transferred Internally.

• Case Rerouted or Case Out of Scope - Redirected to Other Internal Resources.

• Customer's Primary Request - Not Resolved; Alternate Resolution Provided - Workaround Provided.

• Customer's Request Fully Resolved - Expedited Existing Request.

Answer explanation

Resolution: In order to provide the customer with their desired resolution the case is being sent to an existing internal Microsoft team or resource intake.

In what case scenario should we select the resolution as: Customer's Request Fully Resolved - Issue Self-resolved?

• When a problem with our products/systems/tools is resolved regardless of its nature, technical or non-technical.

• Customer requests that the SR be closed because they've been able to resolve the issue by themselves and GetHelp involvement did not contribute to it.

• The request was resolved by a CSS customer recovery or manager recovery call in which the support manager addressed the customer's negative sentiment about a specific support case.

The submitter raised a GetHelp ticket so that a support engineer would be assigned to the SR ticket. An SE has been assigned to the SR and is now actively working on the case. The resolution of the case is: Customer's Request Fully Resolved -

Answer explanation

Used when the GetHelp case was submitted to accelerate something, NOT to resolve it. If the GetHelp case was submitted to get traction on an existing support case, this can be used if traction is acquired and the submitter agrees that the GetHelp case can be closed prior to case resolution.

Customer complains about an issue with a Bug/DCR where they are looking for an ETA for the fix or for the fix to be released sooner. The information has been provided. The resolution of the case should be:

Customer's Request Fully Resolved -

• Information/Documentation/Process Explained or Provided.

• Expedited Existing Request.

• Fix/DCR/RFC Delivered, Accelerated or Approved.

Customer needs help activating their EA. After receiving OSM approval, SEM successfully activated the EA for the customer. The resolution of the case is:

Customer's Request Fully Resolved -

• Information/Documentation/Process Explained or Provided.

• Exception/Override Approved.

• Expedited Existing Request.

• Facilitated Support Resolution.

For in-grace period extension requests, as policy/process/program exceptions are approved or when an override is made on behalf of the customer/partner. The resolution of the case should be:

Customer's Request Fully Resolved -

Answer explanation

Used for decisions where policy/process/program exceptions are approved or when an override is made on behalf of the customer/partner. Includes requests to extend product trials and in-grace period, as this would be considered an exception to standard guidelines.

The submitter would like to confirm the tenant names associated with the following existing ESA and SCE contracts, and whether #7876400 and #78380733 are linked to the same tenant.

SEM checked the EA through the CMAT and share the information with the submitter.

What is the resolution outcome of the case?

• Customer's Request-Fully Resolved - Expedited Existing Request.

• Customer's Request-Fully Resolved -Information/Documentation/Process Explained or Provided.

• Customer's Request-Fully Resolved - Exception/Override Approved.

Answer explanation

Used when research (work) is done, a SME is contacted OR a Microsoft document, clarification of information or process explanation is provided to the submitter containing relevant information or steps to follow to resolve their issue or inquiry.