Partner Support

Partners must always have one or more resources with Delegated Admin rights that can access the Admin Center.

• From the Admin Center partners can copy the production environment to a sandbox environment containing the customer data and recreate the error.
• Partners can also analyze the telemetry which shows activities and the general health of the customer's tenants.
• In the application, partners go to the Help & Support page for troubleshooting actions, where they can see the Last known error message that was generated by the application code.
• Partners can identify the error by using the Sandbox URL and pasting it to Visual Studio for debugging.

• Partners can escalate issues to Microsoft, if they are unable to resolve the issue. For more information see:
  • https://learn.microsoft.com/en-us/dynamics365/business-central/dev-itpro/administration/report-outage
  • https://learn.microsoft.com/en-us/partner-center/customers/report-problems-on-behalf-of-a-customer

• Once it has been determined that the customer's tenant is down, partners can quickly create a support ticket in the Business Central Admin Center.
  For more information see:
  • https://learn.microsoft.com/en-us/dynamics365/business-central/dev-itpro/administration/report-outage

• If the partner detects that the error is related to LS Central, the partner reports it to LS Retail through the LS Retail Support Service Desk (login required).

LS Retail provides partner support through a web-based Service Desk available in the LS Retail Portal. Support requests must always be logged by certified partner employees on behalf of end customers with an active Enhancement Plan or Subscription.

A support ticket should be created when the partner has verified that the issue originates from an LS Retail product and cannot be resolved through standard troubleshooting or documentation.

Before creating a support request, partners are expected to:

• Isolate the issue and confirm it is reproducible.
• Ensure the customer is running a supported product version.
• Collect relevant technical information.

When submitting a support request, the partner must include:

• A clear and detailed description of the issue.
• Steps to reproduce the issue.
• Screenshots, logs, or error messages where applicable.
• Product version and environment details.

Once a support request has been submitted, it is registered and assigned a status in the Service Desk. During the lifecycle of a support request, it may move between different statuses, such as waiting for partner input, waiting for support analysis, or waiting for development investigation.

Response and resolution depend on several factors, including:

• The complexity of the issue.
• The completeness of the provided information.
• Whether escalation to the Development team is required.

Partners are expected to respond promptly to requests for additional information to ensure effective handling of the case.

Support requests related to partner-specific customizations (PTEs), data corrections, or unsupported product versions are outside the scope of LS Retail Support.

More information can be found in the LS Retail Support Overview: https://portal.lsretail.com/support-overview/