Escalate unresolved issues

  • 1 minute

Photo of two users collaborating on Surface devices.

If after validation the issues persist, then escalation may be required. The following scenarios are when you should escalate unresolved issues:

  • Access can't be validated after prerequisite checks.
  • Tenant ownership or administrative authority is unclear.
  • Required roles can't be assigned.
  • Service requests appear under the wrong tenant context.
  • Validation is completed and issue can't be resolved.

When escalating, you must provide:

  • Tenant ID
  • User account experiencing the issue
  • Portal affected (Surface Management Portal or Surface Support Portal)
  • Description of validation steps that have already been performed

Escalation may involve contacting:

  • The organization's Global Administrator
  • The customer's tenant administrator (for partners)
  • Microsoft support (if required)