Is Azure Support Always This Ineffective?

Alberto B 0

We've experienced an extremely frustrating situation with Azure Support and would like to know if others have faced similar issues. Here's a brief summary of our ordeal:

1. Production Downtime: On June 18th, we discovered that our CRM was down. Investigations revealed that our Managed MySQL Database had been automatically updated on June 17th, resulting in the deletion of several tables.

2. Backup Failure: We attempted to restore the database from backups, but the restoration process failed, unknown error.

3. Support Response: Azure Support claimed that the tables were deleted by us, which is false. They also downgraded our request from Sev A (production downtime) to Sev B, despite the significant impact on our operations.

4. False Capacity Issue: The Azure Postgres, MySQL & MariaDB (PaaS) team claimed that capacity for such databases had been exhausted in the West Europe region, which was obviously false as we redeployed an identical database within a minute.

Has anyone else experienced such poor support from Azure? How did you handle it? Is the case to migrate elsewhere?

We appreciate any advice or shared experiences. Thank you.

Oury Ba-MSFT 19,506 Reputation points Microsoft Employee

2024-07-03T15:37:04.35+00:00

Alberto Brioschi

Thank you for reaching out and sorry for the issue you are facing. Could you please describe into more details the issue you are currently facing and the service tag.

Could you also the support ticket number.

Regards,

Oury
Alberto B 0 Reputation points

2024-07-03T16:35:04.5566667+00:00
Hi Oury,

This are the details:

1. Production Downtime:

Date of Discovery: June 18th, 2024

Issue: Our CRM system, which is vital to our daily operations, was found to be non-functional.

Initial Investigation: We quickly conducted an investigation and discovered that our Managed MySQL Database had undergone an automatic update on June 17th, 2023.

Impact: This automatic update resulted in the deletion of one critical table within the database, causing an immediate and significant operational halt.

2. Backup Failure:

Recovery Attempt: In response to the missing tables, we attempted to restore the database from backups.

Outcome: The restoration process was unsuccessful, leaving us unable to recover the lost data and further exacerbating the downtime. Unknown error was returned by Azure.

3. Azure Support Response:

Support Ticket ID: 2406180050001891

Support Response: After days of "template" email, Azure Support claimed that the deletions were performed on our end, a statement that is unequivocally false.

Severity Downgrade: Despite the critical nature of the issue, our request was downgraded from Sev A (production downtime) to Sev B. This downgrade is incorrect and fails to reflect the substantial impact on our business operations.

4. False Capacity Issue:

Team Response: The Azure Postgres, MySQL & MariaDB (PaaS) team claimed that capacity for such databases had been exhausted in the West Europe region.

Verification: This claim was evidently false, as we successfully redeployed an identical database within a minute of encountering this capacity claim. This false information further delayed our ability to address and resolve the issue.
Oury Ba-MSFT 19,506 Reputation points Microsoft Employee

2024-07-03T18:00:02.8633333+00:00

@Alberto Brioschi

Thank you for sharing the details. I am checking internally and will get back shortly.

Regards,

Oury
Alberto B 0 Reputation points

2024-07-17T14:55:51.5+00:00

Hi @Oury Ba-MSFT

Thanks for the message. Frankly, it's quite embarrassing that after more than a month since the issue was raised, no one has managed to explain what happened or take responsibility for it.

Looking forward to an actual response soon.
Oury Ba-MSFT 19,506 Reputation points Microsoft Employee

2024-08-29T18:00:40.2+00:00

@Alberto B Sorry for the issue, you are facing. I got an update from the product team and the support ticket owner regarding your issue. Seems like your subscription was restricted to create new server due to capacity restriction level in that region. If you want to create a new server, please provide your subscription ID to capacity team for whitelist. My suggestion will be to reopen the ticket, they will assit you in transfer the ticket to capacity team.

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Is Azure Support Always This Ineffective?

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