MicrosoftOtavio_MSFT I understand the need to make the product better, but until tools are developed and worked on and made available to us, we are stuck waiting days for support to even start getting to the root cause on a issue because of all the hoops Tier 1 makes you jump through that 9 times out of 10, aren't useful to the overall solution to the case. Customers will be struggling, and us admins will have users who have issues that will be getting upset with us sys admins over our inability to provide a fix in a timely manner. If you make our support experience much better, we may not be so resistant to this. We have other things to do besides go back and forth collecting some of the cumbersome information asked of us sometimes and it gets frustrating. Especially when have encountered the issue before. Once you get passed that Tier 1 roadblock, Tier 2 and above have always been knowledgeable and helpful and quick to solve issues.
