What happens when Support Plan SLA is not met?

Eddy Balaya 6 Reputation points
2021-10-06T18:28:21.02+00:00

Hi,

I have a dev support plan, paying the 29$/mo,
I raise a case on the 1st of October we are the 6th and still nothing, The tech called me when I was not available asking for information I already sent and screenshots I already attached to the case.

case number is 2110010040006141

Is it normal to pay for a service + pay for the resource and not get any support?

Anyone with the same problem? How did you address this?

Thanks.

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  1. James Hamil 21,466 Reputation points Microsoft Employee
    2021-10-06T22:32:14.007+00:00

    Hi @Eddy Balaya , I'm sorry about this delay! We've had crazy volume recently so some tickets are taking longer to get to. Have you sent a follow up email? I'll reach out to the person in charge of this case and see what's going on for you. I'll let you know when I hear back.

    Best,
    James

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  2. Eddy Balaya 6 Reputation points
    2021-10-07T03:08:01.41+00:00

    Hi James, thank you for your message, but the case was create on friday 1st, waited patiently end of Monday to send a reminder, then I have been trying to catch someone since then.
    Paying for the resource since then as well...

    Looking forward to hearing back...