Expert Support
As a customer of our Expert Support service, you have access to the SHI Service Delivery team and the SHI Support Services Help Desk.
- Primary Service Delivery Manager
- SHI Support Services Help Desk (24x7)
- Manager & Chain of Command -
- Christine Sablone ([email protected]), Manager
- Andrea Richeson ([email protected]), Director
- Phone Number Option: 1-888-572-9712
- Log in via the method used by your organization
- Navigate to Support Center -> New Request -> Report an Incident -> Expert Support Contract, then fill out all the details and click Submit
- Please include a Time zone for the Primary Contract so we can assign to the correct team
- Azure Cases - Include Azure subscription ID
- Windows Cases - Provide the Operating System and Version
All Sev A Cases Require a Business Impact Statement
This is a Microsoft requirement to both qualify an incident for Sev A Status and to help identify the correct team who will be engaging from the Microsoft team.
Our team also uses Business Impact Statements to escalated lower priority cases.
Business Impact Statement is Filled Out
24x7 Coverage from the Customer. Someone on your team must be engaged
A significant outage or issue effecting a large portion of users
If Microsoft cannot contact someone from your team within a 2-4 hour window, the case will automatically be lowered to a Sev B. This case can be re-escalated when your team is available.
- Is this a production-down issue? (Please answer either “Yes” or “No”) ----(Provide Answer Here)
- Is the issue constant, or intermittent? • If “intermittent,” please provide the frequency of the issue, if able. • For example: “Every XX number of minutes, hours, days,” etc. ----(Provide Answer Here)
- How many users are affected by the issue? • If all users and/or your entire Enterprise/Company is affected, please provide a roundabout number of users and/or department(s) affected, if able. ----(Provide Answer Here)
- Are there any VIP users affected, such as C-level Executives, Management, Administrators, etc.? (Please answer either “Yes” or “No”) • If “Yes,” please specify how many of these users are impacted, and their respective roles/titles, if able. ----(Provide Answer Here)
- What critical tasks are unable to be completed because of this issue? Please be specific. • For example: Users cannot send/receive email from clients, product orders cannot be completed, purchase orders cannot be completed, new hires are unable to be added to the system, etc. These examples provide a clear picture of how the affected technology is used within your unique environment. ----(Provide Answer Here)
- If any application(s) are affected/creating negative business impact(s) due to your issue, please provide the following information:
- Are there any workarounds in place? (Please answer either “Yes” or “No”) ----(Provide Answer Here)
- Are any project deadlines in jeopardy? (Please answer either “Yes” or “No”) • “Yes,” please specify the project(s) and their respective due dates. ----(Provide Answer Here)
- Are external business clients impacted? (Please answer either “Yes” or “No”) • If “Yes,” please specify how the external clients are impacted • For example: “Our ‘XXXXX’ clients are unable to submit product orders for ‘such and such material,’ so they are unable to complete pending project(s).” ----(Provide Answer Here)
If you feel the above questions do not cover the urgency of your issue, please provide any other Business Impact information you feel is pertinent.
Always respond to the Email Thread for any updates to the case. Your SHI Service Delivery team will be on every thread.
Note: Responding to the SHI One portal only goes to SHI, not including the vendor.
- When you need to escalate to your SHI Service Delivery team, not the vendor
- When you have an issue that you need addressed on the SHI side
- When the case has been closed and you need it reopened
- When you need to update a case but the vendor does not need to be included
- When you have vendor feedback to provide to your Service Delivery team
There may be times when a Conditional Access Policy is blocking your provider from accessing Microsoft Support portals to open cases on your behalf. Please follow these instructions to provide the necessary access to your partner
If you are an administrator in the SHI One portal, you will be able to access, view, and add notes (notes to SHI only) within all cases created under your Expert Support Contract.
If you are a user in the SHI One portal, you will have access only to the cases you have opened or you've been attached to.
During normal business hours, contact your primary SHI Service Delivery team for all escalation requests.
Reasons to Escalate
- Delay in Response from the vendor (example: cannot go to Sev A based on this issue)
- Severity needs to be increase due to increased impact (Business Impact Statement Required)
IMPORTANT: To escalate a ticket after hours, call SHI Support Services at (888) 572-9712
To open a ticket, use the SHI One Portal.
Your case will be opened and your SHI Service Delivery team will take ownership of the case during normal business hours.
- Sign in to the Azure portal
- Under the Azure services heading, select Subscriptions
- If you don't see Subscriptions here, use the search box to find it
- Find the Subscription ID for the subscription shown in the second column
- If no subscriptions appear or you don't see the right one, you may need to switch directories to show the subscriptions from a different Azure AD tenant
- Copy the Subscription ID
- Log in to the Azure Portal
- Navigate to the storage account whose Resource ID you're looking for
- On the Overview tab, click on the JSON view link from the right side
- Now you will be able to see the Resource ID of your storage account; click on the copy to clipboard button to copy the Resource ID
- Log in to the Azure Portal
- Search for the Virtual Machines and click on the search result Virtual Machines
- You will see the list of the Azure Virtual machines; click on the specific VM whose Resource ID you're looking for
- Click on the Properties link from the left navigation
- On the right side, scroll down a bit and you will see the Resource ID of your VM in Azure Portal
Severity | Availability | SHI | Microsoft |
|---|---|---|---|
Sev A | 24x7 | 15 Minutes | < 1 Hour |
Sev B | 24x7 | 15 Minutes | < 2 Hours |
Sev B | Business Hours | 15 Minutes | < 2 Hour |
When submitting a Sev A, make sure you provide all required information. See the Requirements for Sev A section earlier in this doc.
This option allows for 24x7 coverage without requiring you to provide your severity or a Business Impact Statement, and will keep an engineer engaged even in After Hours Support. This Sev B 24x7 does not consume any CritSit(TAM) hours.
- Cases submitted by the customer will be triaged to determine if SHI has in-house expertise to assist or if the case will be best served by opening a ticket with the vendor
- SHI will then route the ticket to internal teams or to the vendor directly. If the case is routed to the vendor, SHI will open a corresponding vendor case on behalf of the customer and escalate accordingly
- As an Expert Support customer, you can request a case be escalated to the vendor.
What options does Microsoft have for Remote Assistant and Support Troubleshooting?
- Teams and Quick Assist are approved for complete Remote Assistance for Microsoft Badged Engineers
- Teams is not authorized for (v-) partners, however Quick Assist is
- Webex is allowed for Dial-in and Remote Screen View Only, Not Remote Control is Authorized
- Microsoft does not allow Engineers to provide the Teams meetings, however the customer or SHI Service Delivery team associated with the case can provide the meetings
Surveys and Follow-ups:
- After all SHI cases are resolved and closed, a survey will be sent to the primary requester. This survey is strictly to identify issues with SHI's support in the case and not vendor support.
- Our goal is always to earn a 5 star rating for our support.
- All vendor-related problems or issues can be submitted by your Service Delivery team to the vendor directly.
