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:

• VLSC User Guide
• VLSC Update FAQ – Includes VLSC and Regional Service Center contact info
• Partner Training Materials on the Partner Learning Center -
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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

Thank you and have a wonderful day,

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