Forum Discussion
Is there no way to get better support for Azure - esp for SEV A tickets
We have had a sev A ticket open for over 5 days, and are incurring thousands in losses every day, and despite assurances from the Azure Support that it is being solved in hours and then having confirmations that it is solved, the issue is still not solved. I have asked numerous times to get our teams in touch with actual microsoft employees, not front end contractors, who is more like level 1 support, and just running messages between customer and back end team, and really are powerless to handle any suport issues themselves, and they are on complete mercy of "other teams" yet as a customer, apparantly we cant even get on a call with these other teams, and the poor front end contractors are getting the brunt of our pain. Absolutely are in the dark, as to what is actually happening in the back end, other than "trust me bro" we are working on it. No eta, no explanation.. hard to fathom how this can go on like this
5 Replies
Sorry you are dealing with that. For a real Sev A / production-down situation, I would make the escalation request very concrete and keep it tied to measurable business impact.
What usually helps is to add a short impact block to the case: affected subscriptions/resources, affected regions, current financial or customer impact, exact start time, mitigation attempts, and the decision you need from Microsoft. Then ask the support engineer to engage the duty manager/escalation manager and request a live bridge or direct backend-team update if the case is being passed between teams.
I would also keep a clean timeline in the ticket: promises made, timestamps, test results, and current symptoms. It gives the escalation team something objective to work from and makes it easier to push beyond generic status updates.
Microsoft, like many companies, farm out support to 3rd parties and those 3rd parties pay bottom dollar for people to answer phones and do an online search for solutions, and it shows.
Even when you pay extra the support is just as bad as what I get when we don't pay extra. Solutions take weeks, months even, to be solved and usually only once an actual experienced support person is added to the ticket.
We demand low prices and Microsoft delivers with poor support of their products relying on forums such as these.
Should be a warning to those paying out top dollar in the hopes of getting better support that maybe the reality is that you don't.
Hi! Just wanted to check in — have you been attended to yet, or has your issue been resolved? Hope things are moving in the right direction!
Hi! Just wanted to check in — have you been attended to yet, or has your issue been resolved? Hope things are moving in the right direction!
Microsoft are guarantees that Severity A (critical business impact) tickets in Azure receive an initial response within 1 hour under Standard and ProDirect support, and as fast as 15 minutes under Azure Rapid Response or Unified Enterprise support. However, resolution times are not guaranteed, and escalation to higher-tier support (ProDirect or Unified) is the only way to gain direct access to senior engineers and escalation managers.
https://azure.microsoft.com/en-us/support/plans/response
https://azure.microsoft.com/en-us/support/plans
