Dear Partner fellows,
We have been informed by the Support team that if you create cases on behalf of customers, the SLA associated with the customer’s purchased support level will not be honored.
Quoted from Support, with company information masked:
“Also, regarding the SLA request, the reason is that the case was raised by a vendor account rather than the customer.
Please sync with your account team for any further queries.”
In my experience it depends is the answer.
If you open the case under your partner account and reference the customer tenant name for example then your partner level SLA kicks in.
If you have the customer added to your account and you then get a dropdown to pick for which account you are raising the ticket then their SLA kicks in
This has been our experience anyway
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