Forum Discussion
SharePoint Search Down in my Tenant
Premier support? By the way, adding danholme Mark-Kashman Chris McNulty
From what I understand Premier support doesn't guarantee any quicker problem resolution only response time SLAs. The issue here is the fact that Microsoft can't correct the actual issue from a technical perspective. According to what I have been told the issue has been escalated and is impacted a lot more tenants than just my company. Paying Microsoft a small fortune to provide a "middle man" to tell me that my issue still is not fixed never seemed fiscally responsible unless I misunderstand the value that premier support can add. If I do, please clarify.
- Sorry but I don't agree...if this is an issue impacting several tenants and it's an issue already identified, I'm 100 % sure that Microsoft is going to solve it and they have the right people to do it...you can find many samples here where Product Managers are always watching at problems reported and they inform us they are working on a fix to those problems and when we can expect to have solved....coming back to your problem, you might just contacted with the wrong support guy because if the problem is there and needs to be fixed, they have to escalate to engineering so they can say when a solution to the problem can be expected. In regards of premier support what I would expect from them is a short response time to problems and issues reported (you have a dedicated team / guy to you) and a quick escalation of any issue to the engineering team...just my two cents
I'm unclear on what you don't agree with. That MS didn't correct the problem? There is no dispute there..we had the issue starting last Thursday and it was not corrected yesterday. That is 6 days without any Search Index for Documents, People, ...anything. Our user base is not technically sophisticated so we have leveraged Search and Refiners heavily to deliver data to our customer base so when MS wipes out our indexes and can't reload them for 6 days that causes a significant problem. In response to your "wrong support guy" comment I would submit that it is Microsoft's responsibility to not put me in contact with wrong support guys. They did tell me twice when the problem was supposed to be corrected and they missed both dates. The issue has turned out that the "recrawl" kept hanging and no one was proactively monitoring this because they didn't find out until the next day on both occasions.
I would agree on your expectations with regards to Premier support but when I investigated it over a year ago I was put in contact with an actual Premier Support Account Manager. He told me specifically that he can give me SLAs for response times and could escalate on demand but that it was no different than a normal support person once it got to engineering...they were at engineering's mercy. He said I would essentially be paying for someone to babysit the process instead of me or my techs inquiring as to the status. I couldn't justify 40K/year to my company for that.
It does appear that late yesterday afternoon the problem may be corrected or on its way. I see the majority of my users in the People Search and now have over 50K documents in the index instead of a few hundred. I appreciate everyone's input and insight but it is quite frustrating when we have a lot of money invested in a solution and the answer, when there is a problem, is to pay more money to solve it better, faster, or to make sure there are competent personnel from the vendor's side working the issue.
Fully agreed.
With Premier support you'll get a Technical Account Manager who will serve as your dedicated contact person, and who has channels to the right persons (actually to the right person's supervisor) to fix things a bit faster. It can be useful especially on such cases like yours -what you wrote is not part of the normal behavior, it's apparently brake/fix case.
I also agree that pricing of the Premier Support is another story, and you should be able to solve such issues with the regular support team as well.
