Have you noticed a significant performance decrease of Microsoft support services?
I've noticed that the turnaround time for class C issues is now so long, that the support service is pretty much non-existent. It's typically over 2 weeks to get a technician and then when you do, responses are days apart. If it's a moderately difficult issue, the ticket will end up getting dropped. Eventually, a new technician shows up to take the case after a week or two of silence. This is for tickets through the Windows Server Software Assurance support channel.
The escalation email address, Email address removed, does not appear to be monitored anymore either. I can email that address and not receive a response.
Sometimes Microsoft is the only option to resolve a particular issue.