Understanding Platform Services Requests (PSRs) in MSD (Microsoft Dynamics)
Platform Services Requests (PSRs) in Microsoft Dynamics 365 (often shortened to MSD) are essentially support tickets submitted to Microsoft for issues related to the underlying platform infrastructure rather than specific application customizations or functionality. Understanding what constitutes a PSR and how to effectively submit one is crucial for resolving technical problems quickly and efficiently. This guide delves into the intricacies of PSRs, providing clarity and actionable advice for users.
What is a Platform Services Request (PSR)?
A PSR is a formal request for assistance from Microsoft regarding problems within the Dynamics 365 platform itself. This contrasts with support requests focusing on your organization's unique configurations or customizations. Think of it this way: if your custom code isn't working, that's not a PSR. However, if the Dynamics 365 platform itself is experiencing an outage, slow performance affecting all users, or a core service is unavailable, that's a PSR candidate. Examples include:
- System outages: Complete or partial unavailability of the Dynamics 365 environment.
- Performance degradation: Significantly slower than expected response times affecting multiple users.
- Connectivity issues: Problems connecting to the Dynamics 365 service.
- Data corruption: Issues with data integrity within the platform itself (excluding data corruption due to customizations).
- Unexpected errors: System-level errors affecting multiple users, not attributable to custom code.
What is NOT a Platform Services Request (PSR)?
It's crucial to understand what doesn't qualify as a PSR to avoid unnecessary delays in resolving your issue. These typically fall under other support channels:
- Customization issues: Problems with custom code, integrations, or configurations within your Dynamics 365 instance.
- User-specific issues: Problems experienced by a single user, often due to permissions or local settings.
- Training requests: Requests for training or guidance on using the Dynamics 365 platform.
- Feature requests: Suggestions for new features or improvements to existing functionality.
How to Effectively Submit a Platform Services Request (PSR)
Submitting a well-defined PSR is critical for efficient resolution. Microsoft needs clear, concise information to understand and address the problem quickly. Be sure to include:
- Detailed description of the problem: Clearly explain the issue, including the symptoms, when it started, and any relevant error messages.
- Impact on users: Describe the extent to which the problem affects users and business operations.
- Steps to reproduce the problem (if applicable): Provide a clear sequence of steps to reproduce the issue consistently.
- Screenshots or logs: Include any relevant screenshots or log files to support your description.
- Environment details: Specify the Dynamics 365 version, environment type (sandbox, production), and any other relevant environment information.
How long does it take to resolve a PSR?
The resolution time for a PSR varies greatly depending on the complexity and severity of the issue. Microsoft prioritizes critical issues impacting many users, so expect faster responses for widespread outages compared to more minor performance problems. Microsoft's Service Level Agreements (SLAs) outline target resolution times for different severity levels.
What is the process for escalating a PSR?
If you're not satisfied with the progress of your PSR, you can typically escalate it through your designated support contact or within the support portal. Clearly communicate your concerns and provide additional information if needed.
How can I check the status of my PSR?
Most support portals provide a tracking system to monitor the status of your PSR. Check regularly for updates and respond promptly to any requests for additional information from Microsoft.
What are some common causes of PSRs?
Common causes of PSRs can include unexpected spikes in usage, underlying platform infrastructure issues, software bugs within the Dynamics 365 platform, and external dependencies (such as network connectivity) failing.
In conclusion, a well-crafted PSR is your key to efficiently resolving platform-related issues within Microsoft Dynamics 365. By understanding what constitutes a PSR and following best practices for submission, you can minimize downtime and maintain the smooth operation of your Dynamics 365 environment. Remember to always refer to Microsoft's official documentation and support channels for the most up-to-date information and guidelines.
