Forum Discussion
How can I escalate issues in Office 365?
MicrosoftThanks TonyRedmond. You can @mention me RussellRead if you have any feedback on our Office 365 support experience and I'd be happy to chat.
Mark Weusten - I can take a look at the support ticket to find out what happened. Typically, I wouldn't expect our support teams to close a ticket due to time zone alone, but maybe we'll find that they were unsuccessful in contacting you for some reason. If you can send me the ticket number, I'll take a look to see what happened. I appreciate that this doesn't solve your immediate problem, but if we've got an opportunity to improve, I can get the feedback to the right team.
If you prefer to send your ticket number or continue the conversation privately, you can contact me via e-mail russell.read(@)microsoft.com.
Is anyone who can help on immediate basis on office 365 ticket, support team is not responding for last two days despite of continuous follow up on email.
- RussellRead
Kaushal Jora - that's not the primary intent of this forum, but if you send me your ticket number, I can get somebody to take a look at what's causing the delay.
-thanks, Russell.
Hi Russell,
This is the ticket no. which is getting delayed [Ticket #:10836975]
Also,
We are customers of Microsoft and I guess we have every right to ask for the escalation matrix. when you can share SLA publicly, similar way Microsoft should share the escalation matrix as well.
- RussellRead
Hi Kaushal Jora,
I just took a quick look at this ticket which was logged on Friday. It looks like our support team contacted the admin who submitted the ticket within minutes of the ticket being logged to ask for additional information. They then called that admin and discussed the issue on Monday and again today.
I'll send a note over to the team, but it looks like the support team are actively talking with the person who submitted the ticket.
-thanks, Russell.
there is no support for O365.
I wrote an e-mail everyday for 4 months before giving up.
In parallel actions I also chased for SMEs. The environment is changing so quickly that even the people at Microsoft don't seem to be able to keep up with their own thechnologies.
Good luck figuring things out yourself!
- RussellRead
Hi Deleted,
Sorry to hear that you didn't have a great experience when you contacted our support team.
Our global Office 365 support teams work with thousands of customers each day to resolve their issues. In many cases, customer issues are resolved on the same day - but we know that this isn't always possible.
I'd be happy to take a look at your long-running ticket - especially if your issue isn't resolved.
-thanks, Russell.
Good luck with that, my issue is been going on for three months now, we basically gave up trying to get our issue fixed
- RussellRead
Leslie van der Hoek sorry to hear that you had such a struggle. Is your issue still open/active with our support team or did you ask for it to be closed out? Either way, if you are still having problems, I'd be happy to help follow-up on the ticket for you.
Hi Russel,
I appreciate the initiative, the ticket number is SR 10147948. Latest reply is from the 1st Of June
