In this article: L1 L2 and Service Notes Guidance Overview | Service Intent Notes | Questions to Consider when Writing Notes | Tip
Service Status
L2 and Service Notes Guidance Overview
L1-L2 is a reporting structure used to help Microsoft understand a customer's intent to leverage a service.
- L1 is the status of the customer's service deployment.
- L2 is the reason for the status of the customer's service deployment.
- L3 is the engineering reason
L1-L2-L3 is used to understand scenarios where a customer:
Is continuing to make progress with service adoption.
May have encountered something blocking them from deployment and the partner needs to provide details as to why.
Note: In the event the customer is blocked, and the reason why is captured, there may be options available to assist in overcoming the blocker and helping the customer continue with deployment.
If the customer expresses they do not have intent to adopt a service, this taxonomy enables us to understand the reason behind the lack of intent.
When reporting customer status in the FPX, Service Intent Notes should be used to provide a current picture of the customer intent for each workload. For in-depth information on the use of L1L2L3 and Service Intent Notes, please refer to FastTrack Playbook.
L1-L2-L3
The L1, L2 and L3 options are dependent on each other. Depending on the value selected for the L1, there may or may not be L2 options listed. Depending on the L2 reason (if applicable) there will be different L3 options. The entitlement sum should match the Total Entitlement count regardless of Status. There could be some entitlements in InProgress and others that are Blocked for the same workload. When adding or Editing the Service Status, the entitlement count will be visible at the top of the pane.
Examples:
- If the L1 reason is set to In Progress, the L2 and L3 reasons are not applicable.
- If the L1 reason is set to Blocked, the L2 list will be populated with options. If L2 is populated, depending on the value selected, there may be L3 options to select.
Service Intent Notes
Service Intent Notes should be used to provide a current picture of the customer intent for each workload. Partners need to provide Service Intent Notes in the FPX. These are concise statements that describe a customer's intent or lack thereof to consume the service. When summarizing the current service intent, please make sure to include the "why" or "reason" method. This is one of the key components of your statement. Only a sentence or two is needed to sufficiently state the status. Updates should be provided as needed so that the workload entitlements have a clear and up-to-date description that accurately reflects the customer's intent for the service.
Questions to Consider when Writing Notes
- Is the customer successfully moving forward with onboarding? Does your note clearly convey that?
- Is your customer blocked? If so, what is the primary blocker keeping them from moving forward?
- Does your customer have intent? If the answer is no, have you stated why they lack intent for the service?
- If you need assistance concisely describing the technical aspects of the note, you should work with your FastTrack Partner Manager (FPM) to make sure the technical detail required is included.
Important: When crafting your note, please use unambiguous language. Words and phrases like "unable", "problem", "blocked", "do not have intent", "issues", "no value" or "lack of features" help clarify the intent for the service. Conversely, words and phrases like "for now", "currently", or "yet" should be avoided as they do not clarify the service intent. Summary: a note should state the intent or lack thereof and include the "why" behind it.
Tip
The wrong type of Information:
- Service Intent Notes are not the appropriate area to record information about the engagement.
- Copying and pasting the same note for each workload(s) is generally discouraged as the same note is frequently not applicable to multiple workloads.
Partner Support
Need support? Review Partner Support Tool: How to use resources or submit a request to FRPHelp.