Thank you to those of you that contacted me regarding challenges you were having with the Microsoft Volume Licensing Service Center (VLSC) based on my previous post.  I am very happy to hear that many of you have had your issues resolved and that you are now able to access the VLSC site and licenses.  In an ongoing effort to keep you updated on VLSC, here is an update for you.

Thank you for your continued support as we work on the issues affecting the Volume Licensing Service Center (VLSC). We realize this has been a frustrating experience, and again wish to express our appreciation for everything you have done. We continue to make progress identifying customers and partners impacted by the upgrade, and solutions have been implemented. We have also increased customer service staffing and added new tools and training to help address issues faster. We encourage you to check the VLSC page on the Microsoft Partner Network for regular VLSC updates and refer your customers to the VLSC homepage on Microsoft.com.

In this update we want to provide more detail in three areas:

1. Business process change for resellers

  • Historically, partners have had access to information from the Volume Licensing web sites (MVLS, eOpen) on behalf of their customers. Resellers may continue to use this service, but may do so only after the customer has granted the reseller permission rights. This step was added to protect customer assets as the customer is legally responsible for the terms and conditions of their agreement. The VLSC system update included these security improvements. As a result, customers who would like partners to work on their behalf must add their partner of choice as an administrator. Please view the VLSC Requesting and Approving User Permissions demo for step by step instructions.

2. Support Process for Open License Customers and Partners to change their e-mail address in VLSC

  • You should escalate Open License customer issues you cannot resolve to the Microsoft Volume Licensing desk at your distributor, for submission to Microsoft. They will do so through the Call Logging Tool (CLT) on your behalf.
  • Open License customers may now also directly contact the Microsoft VLSC Support Center with requests to change their business email address in VLSC.

3. Training and resources

  • We have created short demos to guide customers and partners through the registration process and how to request and approve user permissions. The customer ready demos are now live on the VLSC Manage my agreements page and on the Volume Licensing Service Center.
  • The business email address is now pre-populated as part of the VLSC registration process to make it easier for customers/partners to understand the difference between Windows Live ID and business email address.

The Training table below summarizes the main training options:

Partners:  To access a comprehensive page for Partners that includes recent updates and resources please go to the VLSC resource page on the Microsoft Partner Network

 Customers: To access a comprehensive page for Customers that includes recent updates and resources please go to the VLSC Manage my agreements page on Microsoft.com/licensing

*Please note: the VLSC training deck and user guide are localized in 12 languages. More VLSC resources will be localized over the coming days.

How to Escalate

To ensure your inquiry is handled efficiently use the existing infrastructure:

  • Please guide your Customers to use the Microsoft VLSC Support Center for support
  • You may also escalate Open License customer issues you cannot resolve to your Distributor’s Microsoft Licensing Desk, for submission to Microsoft.  They will do so through the Call Logging Tool (CLT) on your behalf.
  • It’s important to have the following information available, as this will greatly help the escalation specialists’ ability to quickly investigate the issue:
    • The existing VLS Service Request (SR#) (if it exists)
    • The Agreement and Authorization #s
    • The Windows Live ID
    • The Business Email (for Small Business, the Live ID and Business Email may be the same)
    • The Customer’ Telephone number
    • Customer information
    • Include screen shots if possible
    • Single point of contact for status updates

We realize this has been a frustrating experience, and again wish to express our appreciation for everything you have done.  We will continue to bring you updates as we move forward, including information on an upcoming VLSC Live Meeting session we are scheduling right now.  Please continue to provide your feedback to us as it is valuable information in helping us to ensure all of our Partners and customers are able to access and have a positive experience with the Microsoft Volume Licensing Service Center today and moving forward.

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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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