Partner Support

This article describes how partners provide 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://docs.microsoft.com/en-us/partner-center/customer-support

  • https://docs.microsoft.com/en-us/partner-center/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://docs.microsoft.com/en-us/dynamics365-release-plan/2019wave2/dynamics365-business-central/new-option-report-production-outage-business-central-administration-center

• 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).