Manage multiple customer tenants safely

  • 1 minute

Partners who manage multiple customer tenants must ensure they're operating in the correct tenant context before creating or tracking any service or support request. Because Surface Support Portal is tenant-scoped, submitting a request in the wrong tenant may:

  • Associate service records with the incorrect organization.
  • Cause tracking discrepancies.
  • Require corrective escalation.

Best practices include:

  • Confirming the tenant name before creating requests.
  • Verifying the customer context matches the device being serviced.
  • Reviewing tenant indicators before submitting shipping information.
  • Avoiding simultaneous sessions across multiple tenants when possible.

Scenario: You're logged into Surface Support Portal and preparing to submit a service order and you support multiple customers.

Correct action: Confirm that the tenant name and customer context before entering device or shipping details.