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Markus Vetter's avatar
Markus Vetter
Copper Contributor
Jul 17, 2017

Worst Support ever seen!

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 pub...
office 365
jcgonzalezmartin's avatar
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's avatar
Geoffrey Bronner
Iron 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.
  • Markus Vetter's avatar
    Markus Vetter
    Copper Contributor
    Jul 22, 2017

    Hi Geoffrey,

     

    thats what i did also!!! 5 Calls Support Hotline...German Support not available, I know...than i choosed english, first two calls no one within over 15 minutes waiting time. next calls no one able to help, said could not support this cause their is an open support case for the concierge team!

    At all i'd say Microsoft sells this product with the described included support but is not able or willing to fullfill this! We and our customers will not pay for premier support if the standard support at all isn't working!

    • TonyRedmond's avatar
      TonyRedmond
      MVP
      Jul 24, 2017

      By any chance, was this incident for a tenant in the German datacenter region?

       

      The only reason that I ask is that the issue of data soverignity makes support in Germany a tad more complex than in other datacenter regions. There's no excuse for a 44-hour response time (unless you're trying to set a world's record for support delays), but it might be a contributory factor.

      • Markus Vetter's avatar
        Markus Vetter
        Copper Contributor
        Jul 24, 2017

        Hi Tony,

         

        i guess so....it's a german customer, data should be hosted in dublin and or amsterdam...

        Has anyone an idea where we get the refund for our working time????

        Billing team says they can do nothing, has to be done by the concierge team, concierge team didn't answer since weeks!!!

         

    • VasilMichev's avatar
      VasilMichev
      MVP
      Jul 23, 2017

      I agree here, it should NOT be necessary to pay for Premier in order to get proper support. Or, Microsoft should simply stop marketing the service as "includes support".

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