Forum Discussion
MS Professional support for Defender ATP is nonexistent
TJ Cornish My company has "unified support", which is a percentage of our annual Microsoft spend that's not insubstantial. We just got it with our new EA in June. I opened a ticket the 6th. I didn't hear back until the evening of the 12th when my TAM set the case to Severity A. Once I heard back and responded on the 13th, it was set back to B. I haven't had a response since. One response in coming up on two weeks for around a six figure yearly sticker price. At this point, I wouldn't recommend anybody pay the money. Luckily we are only committed for the first year of our EA. I have a much better experience with on-demand services contracts from MS Partners at less than 1/10th the cost.
I'm convinced the root issue is the ridiculous churn at MS now - software changes twice a week and not even MS knows what the heck their software does, let alone the poor outsourcing contractors that are supposed to help us hapless end users. Until MS figures out that "agile" development cycles that are too fast to allow for any testing or user input aren't a good thing, the misery will continue.
Azure has been unbelievably underwhelming for us. When you factor in the double billing of backup/replication and storage costs, it's way more expensive than on-prem infrastructure, and you find yourself making performance concessions to run on cheap servers that aren't up to the task.
There are some cool things - Azure ATP being potentially one of them, but MS needs to find a balance between new/cool stuff and actually architecting things well-enough the first time that they don't need to replace 30% of the code in every system every month.