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Escalate Support Issues to Microsoft

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It might happen that a Business Central online customer runs into a technical problem that the partner cannot resolve. In those cases, the delegated admin can use the Partner Center or the Business Central administration center to submit a support request to Microsoft.

Note

The internal administrator cannot contact Microsoft directly. If you are an internal admin and suspect that something is wrong with your Business Central online, you can use the Business Central administration center to troubleshoot. To go further than that, you must contact your partner for next steps.

Troubleshooting tools and guides

Business Central comes with many tools that can help you gather information about a given problem, identify the cause of the problem, and eventually implement a sustainable solution that does not introduce new issues. Use the tools provided in the Business Central client to gain insights on trends in application behavior, identify performance issues, database locks, and more. Use profiling combined with debugging in sandboxes, or snapshot debugging in production environments to pinpoint what causes a specific issue. And if you want to investigate and troubleshooting things after they happened, then use telemetry and the tools around that feature.

For more information, see Troubleshooting overview.

Submit support requests on behalf of your customer

Your company must be registered as a Microsoft partner, and it must have the Advanced Support for Partners (ASfP) or Premier support plan. Your service account manager can get you more information about getting the ASfP. If you already have a support plan, the Technical Benefits tab in the Partner Center lists the contract ID and access ID that you must specify when you submit a new support request on behalf of your customer. If you're not sure how to find the information, the service account manager can get the information for you.

As the delegated administrator, if you are logged into the Business Central administration center, you can use the New Support Request link in the Support menu to submit a support request on behalf of your customer.

Tip

Alternatively, you can use customer-specific URLs such as https://admin.powerplatform.microsoft.com/account/login/[customer tenant ID].

Your company must be registered as a Microsoft partner, and it must have the Advanced Support for Partners (ASfP) or Premier support plan. Your service account manager can get you more information about getting the ASfP. If you already have a support plan, the Technical Benefits tab in the Partner Center lists the contract ID and access ID that you must specify when you submit a new support request on behalf of your customer. If you're not sure how to find the information, the service account manager can get the information for you.

Submit a new support request from the Business Central administration center

Note

Azure Active Directory is now Microsoft Entra ID. Learn more

  1. On the Environments tab of the Business Central administration center, choose the relevant environment to open the environment details.

  2. In the Support menu, choose New Support Request.

    A new browser tab opens so that you can submit the support request in the Power Platform Admin Center.

    You are automatically logged in with information about your customer's tenant. Create a new support request and fill in the fields as appropriate.

    Tip

    Use the See solutions button to find potential guidance or workarounds. Based on your search keywords, links to suggested content are shown on the Solutions tab.

You can find most of the necessary information in the Business Central administration center, including the tenant ID and the Business Central version numbers. For more information, see View solutions or enter a support request through the new support center in the Power Platform administration content.

Important

Your company must be registered as a Microsoft partner, and it must have the Advanced Support for Partners (ASfP) or Premier support plan. Your service account manager can get you more information about getting the ASfP. If you already have a support plan, the Technical Benefits tab in the Partner Center lists the contract ID and access ID that you must specify when you submit a new support request on behalf of your customer. If you're not sure how to find the information, the service account manager can get the information for you.

The support person can be a member of the Helpdesk agent group in the customer's Microsoft Entra tenant or have at least have the Helpdesk Administrator role. For more information, see Delegated Admin Access to Business Central Online.

Microsoft Support will keep you updated on the status of your support request. You can also see the status in the Power Platform Admin Center. For more information, see Power Platform Admin Center.

Submit a new support request from the Partner Center

You can also start the process from the Partner Center. Choose the customer you want to open a case on, and then follow the support request work flow. You're automatically redirected to the Power Platform admin center in the context of the customer's tenant.

However, you might need information from the Business Central administration center, which is why we recommend that route. For more information, see Report problems on behalf of a customer in the Partner Center content.

Report Customer Outages
Managing Technical Support
Inspecting and Troubleshooting Pages
Troubleshooting tools and guides The Business Central Administration Center
Technical Support for Business Central
Provide technical support (Microsoft Partner Center)
Deployment Overview
Administration as a partner
Administration of Business Central Online
Administration of Business Central On-Premises