In this article: Support landing page | View Cases | Request Partner Support | Partner Support Case Categories
Support landing page
All partner support cases will be resolved using the FPC Portal Support tool.
View Cases
Important! Before opening a new case, review cases previously opened and/or existing cases logged by other partners. For instructions, visit View and Update Existing Cases.
Note: Microsoft will close support tickets without a partner response after five business days.
Request Partner Support
Before opening a support case, search for support resources available on the FPC Portal as they may address your issue. (No sign-in required).
Partner Support Case Categories
Quick to Market (QTM) | Voucher and Registration Program Terms and Eligibility
Partner Support typically handles voucher redemption issues, missing or blocked vouchers due to technical or issuance gaps, Proof of Execution (POE) and Statement of Work (SOW) submission guidance and other general inquiries regarding QTM registration and voucher programs.
Before opening a Partner Support case related to QTM programs:
- Here are some of the most frequently accessed QTM Knowledge Articles in the FPC Portal:
- Getting Started with Quick to Market Programs
- FY26 M365 E3/E5 Migration & Deployment Voucher
- FY26 M365 Copilot Voucher
- FY26 Copilot Agents Voucher
- FY26 AI Business Process Vouchers Program (formerly Business Applications Partner Program)
- FY26 Business Central Migration Vouchers Program
- Modern Work & Security CSP Voucher Pilot
- Check if your Payment Central profile is fully set up—especially if your “Program Membership” isn’t visible, as this may prevent voucher redemption. Please review Payment Central Setup instructions. Payment Central setup is needed for each program.
- Visit Voucher Redemption Process for questions about the voucher redemption process.
Important
- Partners do not need to be Community Members or FastTrack Ready Partners (FRPs) to participate in QTM Programs. For more information on how to join specific QTM programs, visit Partner Onboarding: Getting Started with Quick to Market Programs.
- Program memberships may also not appear since vouchers are tied directly to program agreements. If a partner has not yet accepted the agreement for the QTM program associated with their voucher type, they will not see their program membership on the voucher's redemption page.
- Similarly, if a partner’s contact is not associated with a QTM program membership within the FPC Portal, the program membership may not show up when they attempt to redeem a QTM voucher.
Partner Onboarding
Partner Support helps with issues such as program membership visibility, Payment Central profile setup, onboarding gaps that block voucher redemption, offboarding and reinstatement requests, eligibility and agreements for QTM and other programs, expired agreements, and general partner onboarding activities.
Before opening a Partner Support case:
- Here are some of the most frequently accessed Onboarding Knowledge Articles in the FPC Portal:
- Confirm whether your partner organization is enrolled in any specific QTM program and has applied and received approval, as benefits and voucher redemption are only available after enrollment.
Incentives Support
Partner Support assists with your payment questions and disputes, verifying account details, validating roles such as Accounting Manager and Payee Contact to ensure accurate payment routing, providing detailed guidance on completing Payment Central setup—including tax and banking information—and resolving issues related to incentive claims and payment disputes.
Before opening a Partner Support case:
- Here are some of the most frequently accessed Incentive & Payment Support Knowledge Articles in the FPC Portal:
- Review monthly statements for voucher and registration programs.
- Detailed statements include earned incentives, payment status, and any adjustments. Partners can access these statements at: https://aka.ms/PartnerStatements.
Portal and Access | Other General Issues | AI Business Solutions & Security Insights (formerly known as FastTrack Partner Center Experience (FPX))
Partner Support point partners to the right owner when the request isn’t handled by the Partner Support team (e.g., core Partner Center Support items) and provides links to the latest program communications/announcements so partners can self-serve. In addition, Partner Support provides partners with guidance on resolving common challenges related to:
- FPC Portal navigation, including sign-in invitation codes not working or expired
- Partner contacts’ permissions and role updates
- General payment support inquiries
- General QTM registrations and voucher inquiries
- General onboarding questions
- FastTrack API access and certification questions to coordinate partner access to UAT and production API endpoints tied to AI Business Solutions & Security Insights
- AI Business Solutions & Security Insights issues, such as temporary data gaps, MCI performance, refresh delays, and more
- Escalation steps when blockers cannot be resolved through self-service or Tier 1 support
- Here are some of the most frequently accessed Incentive & Payment Support articles on Learn and in the FPC Portal:
- AI Business Solutions & Security Insights
- General Partner Support:
For the issues mentioned above or any other inquiries not covered in this article, please submit a support request through the Partner Support tool.
Service Level Expectations (SLA)
The Partner Support team aims to provide an initial response to all support cases within 48 business hours (two business days).
Escalation
Critical impact cases (system-wide errors, repeated failures), multi-tier escalation for unresolved issues, and engineering escalations for confirmed bugs may require up to 10 business days for a resolution, with updates provided every three days until closure.
Workshops
- MCI Workshops: Supported by Partner Center support.
- Cloud Accelerator Workshops: Managed by the Cloud Accelerator team. For questions (e.g., incentives), email Support@cloudaccelerator.microsoft.com.