Hallo,we had an business critical issue at a costumer site....Support tool says call back will be in 30 minutes...call happens about 44 hours later...in this time we had to migrate the customer public folder to shared mailboxes to keep the company running with a minimum of communication. No one takes care about this issue, no statement from microsoft, customer has a fall out for about two days!!!No refund for the customer an we have 8 hours working time. no compensation till today. Last mail from03 July stays unanswered although 5 recipients got the mail and also read it!!!Great company, best way to make business!!

Thing is, if they provide you such possibility, it gets abused :) Anyway, I've forwarded your feedback to some folks at MS directly responsible for the support model.

Sorry to hear you had a subpar experience, with I assume Office 365 support, though I think some of the details are lost on me. Waiting two days for a callback isn't great, though I would have pestered them if needed long before then depending on the criticality. For critical issues, the response time is meant to be one hour or next day for 'high' rated issues. If we are talking generally about Office 365 support, I have found them to be reasonable but sometimes it can be a bit hit or miss. Some customers will pay for better support for these exact reasons and even then it may not be perfect. Office 365 is quite unusual in that it includes free support at all, many of their other services this is an extra cost like in Azure.

Agree with Cian, I think Office 365 standard support is not intended for critical support scenarios...for those scenarios is better to have also in place other support mechanisms

Well, it was critical enough for the customer. Now, we might know the intrinsics of the support system in a bit more detail, but for the "regular Joe" out there, the very least Microsoft can do is provide some additional information on how things are supposed to work. They removed the "severity" field a long time ago, and nowadays you cannot even provide in-context information - instead you're supposed to wait for the call. The 1h SLA might sound good on paper, but in reality we get cases like this one. I always advise people to call in directly instead of waiting: https://support.office.com/en-us/article/Contact-Office-365-for-business-support-32a17ca7-6fa0-4870-8a8d-e25ba4ccfd4b#BKMK_call_support

Hi at all, @ Peter, we don't expect better support as the standard, we expect the standard support which says 1h in business critical issues!! Not 44 hours. Microsoft was not able to provide the standard support which ....by the way...is already paid from the customer!We had the same case about 4 weeks before, same procedure, support call was generated on friday, call back came on monday!!The 1 hours response time at business critical cases is part of the contract which made MS with the customers.@Vasil, you're right, sounds good at the paper but when Microsoft creates a support system where's no way to mark an issue as business critical it makes no sense!!!Maybe one way to shirk their responsibility!

Worst Support ever seen! | Microsoft Community Hub

Cian Allner
Silver Contributor
Jul 17, 2017
Sorry to hear you had a subpar experience, with I assume Office 365 support, though I think some of the details are lost on me. Waiting two days for a callback isn't great, though I would have pestered them if needed long before then depending on the criticality. For critical issues, the response time is meant to be one hour or next day for 'high' rated issues.

If we are talking generally about Office 365 support, I have found them to be reasonable but sometimes it can be a bit hit or miss. Some customers will pay for better support for these exact reasons and even then it may not be perfect. Office 365 is quite unusual in that it includes free support at all, many of their other services this is an extra cost like in Azure.
- jcgonzalezmartin
  MVP
  Jul 18, 2017
  Agree with Cian, I think Office 365 standard support is not intended for critical support scenarios...for those scenarios is better to have also in place other support mechanisms
  - Geoffrey Bronner
    Steel Contributor
    Jul 22, 2017
    Microsoft says Office 365 support includes critical issues but if I was going to actually use it for that I would definitely call in rather than open an online request. Those get an acknowledgement within an hour pretty consistently (for enterprise anyway) but don't carry a sense of urgency.
    
    That's why we have a premier support agreement for the real emergencies.

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