Create a Support Request
When a managed Surface device is experiencing issues but it doesn't require physical repair, you should create a support request. Some typical examples of when a support request is needed are:
- Software configuration issues.
- Activation or licensing questions.
- Device behavior doesn't require hardware replacement.
Note
The Support tab provides access to the Surface Diagnostic Toolkit and additional troubleshooting resources before contacting Support.
Support requests can be created in both the Surface Management Portal (SMP) and the Surface Support Portal (SSP). Surface Management Portal supports initiating support requests for both registered and unregistered devices, while Surface Support Portal remains the primary location for submitting, tracking, and managing support cases end to end.
Imagine a Surface device you manage that powers on but displays repeated system errors. Because the device starts successfully, the issue appears to be software-related.
Correct Action: Create a support request using either Surface Management Portal or Surface Support Portal. In most scenarios, administrators use Surface Support Portal to manage the support case after it's submitted.
