Microsoft denies our subscription was impacted by Azure Front Door outage for over a month

We are requesting reimbursement/service credit from Microsoft for a major Azure outage that impacted our production services. The case is tracked under TrackingID#2510290040010571 and has been open since Oct 29, 2025. We requested a USD 3,000 service credit (temporarily offering USD 2,500 if resolved quickly). Microsoft billing support is delaying approval, citing policy and claiming our subscription did not show impact, despite multiple pieces of supporting evidence provided by us and Microsoft’s own PIR/RCA indicating a widespread Azure Front Door outage.

What happened

• On Oct 29, 2025, an Azure outage tied to Azure Front Door (AFD) caused significant service disruption.
• Microsoft acknowledged the outage publicly and initiated a Root Cause Analysis (RCA/Post Incident Review).
• Sizelabs experienced downtime across multiple days, customer dissatisfaction, operational scrambling, and measurable internal cost.

Impact on us

• Multi-day degraded availability (not just “a few hours” as early reports suggested).
• Direct customer impact and reputational damage.
• Significant engineering/ops time spent on mitigation and recovery.
• Business delays due to re-prioritization of internal projects.

Request

Primary request: USD 3,000 service credit for the outage impact.

Good-faith concession: USD 2,500 credit if confirmed quickly (by the Monday after Nov 22).

What we need now: confirmation that reimbursement is approved or a call with billing management

Timeline / key interactions

• Nov 6: Microsoft billing engineer opens and owns case, confirms it’s Sev C and says AFD team will validate RCA before finance review. Notes a previous refund occurred months ago, so new refunds need stronger documentation.
• Nov 8–19: Engineer repeatedly states RCA is still in progress and cannot provide an ETA; says RCA may take up to ~14 days to publish.

Nov 22: We propose reducing credit to $2,500 if resolved by Monday, otherwise keep $3,000.

Nov 25: Daniela says she received the RCA, but Microsoft’s system claims our subscription did not report the outage; asks for evidence.

Nov 26–Dec 3: We send multiple screenshots/logs showing impact and reiterate urgency. We state the case has been open since Oct 29 with no resolution.

Dec 4–6: We provide further documentation and restate that real impact lasted days. Daniela says she escalated to technical team; finance needs validation.

Dec 8: We demand confirmation that evidence is with technical/finance teams and request escalation to billing management no later than Tuesday Dec 9.