Overview:
This article explains how Xvantage helps ensure your Microsoft Technical Support request is directed to the appropriate team from the start. By validating support coverage and gathering the necessary information early in the process, Xvantage helps streamline ticket submission, reduce delays, and provide a smoother support experience. This helps ensure your issue is routed accurately and addressed as efficiently as possible.
Process:
Log in to Xvantage.
Hover over the left navigation menu and click Help and Support.
In the page that appears, scroll down to the Vendor Technical Support section.
Click Submit a Support Ticket under Microsoft Technical Support.
Select Product and Issue from the drop-down list according to the below table:
Product | Issue |
|---|---|
Office 365 | Office 365 Hybrid |
Office Applications | |
Conditional Access Policy issues | |
Compromised User Account | |
Root Cause Analysis | |
Microsoft Intune Device Setup not working | |
Not listed | |
Azure | Azure Fraud |
Tenant Lockout / lost access | |
Quota Increase | |
On-prem issues | |
Conditional Access Policy issues | |
Root Cause Analysis | |
Compromised User Account | |
Not listed | |
Dynamics | |
Power Platform | |
Perpetual Software | RDS CAL |
Windows and Office Activation | |
Activation | |
Obtain keys | |
Not listed | |
All other Microsoft products |
Click Continue.
Fill in the required information on the form:
Customer ID
Subscription ID
Severity - select from the drop-down list between Production system down, Production System Impaired, Minimal user impact or Minimal system system impact
Microsoft tenant ID
Subject
Description - Description should be at least 50 characters. Describe what is happening. Include steps you took, what you expected, and what actually happened.
You can attach files by clicking on Upload and attach files button below the text field.
The system is capable of handling a maximum of 3 files, each with a limit of 10MB.
Images (JPEG, JPG, PNG, GIF)
Documents (DOC, DOCX, XLS, XLSX, CSV, TXT, PDF, HAR)
Emails (EML, MSG)
Note: HAR/ Email files must be uploaded as a ZIP file.
Click Get Support to raise your ticket. You’ll see a message “Before you submit a ticket, see if this information is helpful” and a knowledge base article suggestion for your problem.
There are two options:
I’m good now – click on it if you find a solution in the suggested documentation.
Still need help––open a ticket – click on it if you want to continue with the ticket creation.
You will see a ticket confirmation and a hyperlinked ticket ID number.