Microsoft Senior Sales Excellence Manager - Eric Ligman

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Latest update on Microsoft Volume Licensing Service Center (VLSC)

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Latest update on Microsoft Volume Licensing Service Center (VLSC)

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In an effort to keep you updated on the current status of the Microsoft Volume Licensing Service Center (VLSC) update, I am providing you with this update.  First, let me start by letting you know that we sincerely apologize to our partners and customers for the inconvenience that they have had during the upgrade improvements for the Volume Licensing Service Center (VLSC) site. We understand it is inconvenient and greatly value doing business with our partners and customers.  I personally appreciate all of the input and feedback I have received from several of you.

As part of an ongoing effort to improve the customer licensing experience , Microsoft recently upgraded the Microsoft Volume Licensing Service Center. In standard systems testing, we encountered an issue with the registration system. While the vast majority of partners and customers are able to access the system, there remain some customers who may be experiencing difficulties and it has taken us longer than expected to correct these issues.  We are taking all necessary steps to resolve the situation and we are working with each customer or partner to restore permissions if they can’t be resolved online.

The reason we updated the system:

  • For partners that work on behalf of customers:
    • Moving all customers to one experience: Historically, partners and customers may have accessed different web locations depending on which licensing program they participated in. Over the last year, Microsoft has slowly integrated multiple websites to help make it easier for partners and customers to manage and track their licensing information.
    • Historically, partners accessed information on customers behalf on the web sites. They can continue to provide this service after the customer grants permission rights. While it may be inconvenient, the customer is legally responsible for the terms and conditions of the agreement and this protects the organization’s assets and confirms that a partner is representing on behalf of the customer. As part of the system upgrade, both the customer email address and partner email address can be included on the order when it is submitted so both have permissions. Through VLSC, the customer can add the partner as an administrator or the partner can request access to the agreement.
  • Valid business email address: A Windows Live ID and a valid business email are required for registration and access to licensing information. The new site experience requires the customer to validate the business email using an invitation email from Microsoft. This industry-standard enables more secure permissions that protect customers’ data. If a customer did not have a valid email addresses before, or they’re having difficulty remembering that initial email used, they may have to contact the customer service center for help. Microsoft is working with each impacted customer or partner to restore permissions if they can’t be resolved online.
  • Viewing licensing IDs: Customers may need to request administrator privileges within their organization before they can view agreements. This is something customers can easily do by logging in to VLSC, and clicking on settings to request permissions.

As with any new experience, we anticipate that many partners or customers may have questions, which can cause a longer than average hold time in some regions. We apologize for this inconvenience.  Most partners and customers are accessing the site to track, manage and use their licenses and we increased customer service staffing to help partners or customers when they call or email us for support.

Here are some resources for you that may also be helpful:

As I mentioned above, we are absolutely committed to helping our Partners and customers have a positive experience working with us, including while we work through the VLSC update process.  If you have gone through the steps listed in the above update and still are having access issues for your agreements, I’d love to hear from you on the details.  Here’s what to do:

  • Submit a comment to me below and include the information listed here (Don’t worry, I will not publish any comments with this information, so it will be submitted to me and no one else will see it):
    • If you are the customer trying to access your licensing agreement:
      • Company name listed on agreement
      • Your name & title
      • Company address listed on agreement
      • Your phone number
      • Your email address
      • Your Windows Live ID
      • Agreement number you are having issues with
      • When the agreement was purchased (month and year are fine)
      • Issue you are having
    • If you are the Partner who sold the agreement and are trying to administer your client’s agreement:
      • All of the information listed above but also include:
        • The contact name, phone, and email address of the contact at the client responsible for the agreement
        • Your company name & address
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Thank you and have a wonderful day,

Eric LigmanFollow me on TWITTER clip_image001and RSS clip_image002
Global Partner Experience Lead
Microsoft Worldwide Partner Group
This posting is provided "AS IS" with no warranties, and confers no rights

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  • When I login into eopen, I cannot find where to add a new agreement?

    Can someone show me where I can add new agreements.

    Kind Regards

    Paul

  • @ Paul - If you are logged in to the VLSC and do not see your organization’s Licensing IDs, please follow these steps to request access:

    1. Before you start, please update your bookmark and refresh the site at  https://www.microsoft.com/licensing/servicecenter

    2. Log onto VLSC

    3. Go to “Settings > Request Permissions”

    4. Select appropriate “Program”, enter “Licensing ID” (Authorization # & License # for Open), select permissions required and provide optional comment before clicking on “submit”.

    A request will be sent to the administrator of the Agreement (email address submitted at time of order as primary contact) who should approve/reject as appropriate.

  • How do we contact you with the information?  Are the comments held for approval before going public?

  • @ Makis S from Greece: Can you please send through your contact info (phone & email) so we can follow up with you?  Thanks for submitting the other information.

  • @ Kurt - Yes, as noted in my post above, I am not allowing any submissions that contain licensing or contact information to be viewed publicly to protect your information and strictly using that information to try and help address the issues being raised.

  • @ Kevin G from Erie - Please check your inbox at the email address you supplied in your submission.

  • @ Martin P from NJ - Please check your inbox at the email address you supplied in your submission.

  • @ Paul H from UK - Please check your inbox at the email address you supplied in your submission.

  • @ Greg H from WI - Please check your inbox at the email address you supplied in your submission.

  • @ Joshua L from NM - Thanks for information you shared and I hope the information I provided helped.

  • @ Kevin G from Erie - Thanks for the email this morning letting me know you now have access to the agreements and this situation has been resolved.  Glad I could be of assistance!

  • @ Yannis from Greece - Thank you for the email this morning letting us know that you now have access to the agreements and your situation has been resolved.  Glad we could assist!

  • @ Martin P - Thank you for the update that your situation has been resolved and that you now have access to the agreements in question.  Glad we could be of assistance.  Also, thank you very much for the input and feedback on the situation and site.  I will be sure to provide that to the teams responsible.

  • It would have been a little easier to deal with if VLSC support actually admitted there was a problem, instead of telling you that there was a backlog of licenses going through the system, so just wait 48hrs. 3 times I waited 48Hrs (6 days) and they still did not admit there was a major issue and I still could not access my licenses.

  • @ Conit - Sorry to hear about the delays.  If you submit the info requested above, I'm happy to look into it.

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