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Microsoft does not consider Security and Compliance Center to be credible
Opened ticket regarding a specific email that did not show up on a message trace report. Per response from Microsoft directly: "As message trace in Office 365 Security & Compliance Center is a rede...
- Right, so you are confirming my last bit -- that longer term storage doesn't seem to have the most recent bits in your case for some reason. I would normally expect it to have it within 4 hours of the email being sent, but I don't know what the exact SLA is; there could be a service issue in your region. Regardless, I'm confirming: there is an escalation process for looking into this type of issue, and so if it still isn't resolved, it's absolutely something we can look into. I have shared this information with the support team working your issue, so let us know if this doesn't get you unstuck. I apologize for any inconvenience.
Scott, I appreciate your reply. Note, however, that the credibility statement was taken verbatim directly from a Microsoft employee. If you have access to review the tickets, the ticket # was provided. I tried to get the matter escalated and the reply was requesting to close the ticket as the issue was not "recurring" and there was nothing the engineer could do. I requested management escalation no less than three times.
As for this incident, the email in question was sent approximately four hours before the report was ran, and it was a 90 day report. The filters have been verified and the email did not appear on the report. This means the reporting is not accurate without some sort of warning. Period.
Scott Landry
Microsoft
MicrosoftRight, so you are confirming my last bit -- that longer term storage doesn't seem to have the most recent bits in your case for some reason. I would normally expect it to have it within 4 hours of the email being sent, but I don't know what the exact SLA is; there could be a service issue in your region. Regardless, I'm confirming: there is an escalation process for looking into this type of issue, and so if it still isn't resolved, it's absolutely something we can look into. I have shared this information with the support team working your issue, so let us know if this doesn't get you unstuck. I apologize for any inconvenience.
- Scott,
I've now asked for management escalation on that ticket four times, the manager has been CC'ed since the second reply. The original tech keeps responding wanting to close the ticket. Not one response from anyone with authority. If there is an escalation process, clearly this guy doesn't know it and, as typical, working with Office 365 support has been atrocious. It's the reason we have a CSP and are also going through them as well, but I figured Microsoft would show even the smallest sign of care directly. How wrong I was.- Five requests now for a manager via that ticket and can't get one to respond!