Forum Discussion

Mark Weusten's avatar
Mark Weusten
Copper Contributor
Nov 09, 2017

How can I escalate issues in Office 365?

I have had a support case running with 365 for a couple of weeks. They close the ticket over the New Zealand weekend because of time differences, I reopen it and then have to provide the same informa...
office 365
sharepoint
Kaushal Jora's avatar
Kaushal Jora
Copper Contributor
Jul 25, 2018

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's avatar
RussellRead
Icon for Microsoft rankMicrosoft
Jul 25, 2018

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.

  • Kaushal Jora's avatar
    Kaushal Jora
    Copper Contributor
    Jul 25, 2018

     

    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's avatar
      RussellRead
      Icon for Microsoft rankMicrosoft
      Jul 25, 2018

      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.