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How long does Microsoft Support take to hadle requests?

Bahorize Collins 30 Reputation points
2026-03-24T12:37:52.6866667+00:00

How long does it take to get support from Microsoft? It has been close to 2 days now that my support request was made, i have made several follow ups, nobody is responding. Why is it so hard to get back to a customer? This is frustrating!

Microsoft 365 and Office | Subscription, account, billing | For business | Other
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  1. Jess-Q 11,070 Reputation points Microsoft External Staff Moderator
    2026-03-24T15:51:49.1366667+00:00

    Hi @Bahorize Collins

    If you can share your Microsoft support ticket number via private message, I can check whether I'm able to assist with anything.

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    Please note that for Severity C cases, responses can sometimes take several business days, and in some situations up to a week or more. 

    Hope to hear back from you soon.  

    The initial response may not fully address your needs, but it will help me better understand your situation. Once I get the information, I will try my best to find the next steps. 

    Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

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  2. AI answer

    2026-03-24T12:38:13.0433333+00:00

    Initial response time depends on the product, the support plan attached to the tenant/account, and the severity level that was set when the case was opened.

    For Microsoft cloud services (such as Microsoft 365, Power Platform, Dynamics 365, Fabric/Power BI), Microsoft defines an Initial Response Time as the time from submitting the support request until a support engineer first contacts the customer and starts working the case. This is not a guaranteed resolution time.

    From the provided information:

    • For Power Platform and Dynamics 365 apps:
      • Severity A (critical business impact): initial response is less than 1 hour for Standard, ProDirect, and Unified Enterprise plans.
      • Severity B (moderate impact): initial response is less than 4 hours (Standard) or less than 2 hours (ProDirect/Unified Enterprise), typically during business hours unless 24x7 is selected.
      • Severity C (minimum impact): initial response is less than 8 hours (Standard) or less than 4 hours (ProDirect/Unified Enterprise), during business hours.
    • For Fabric and Power BI (subscription-based support and Unified/Premier plans):
      • Critical / Severity A (critical impact): initial response is under 1 hour (subscription and Premier; Unified Core/Advanced) or under 30 minutes (Unified Performance), around the clock.
      • Severity B (moderate impact): initial response is under 4 hours (subscription) or under 2 hours (Premier), often with 24x7 coverage.
      • Standard / Severity C (minimum impact): initial response is under 8 hours (subscription) or under 4 hours (Premier/Unified Advanced/Performance).

    If a case has been open for two days with no contact, common reasons (based on the documented model) include:

    • The case may have been logged with low severity (for example, Severity C / minimum impact), where responses occur only during business hours and can be delayed by weekends/holidays or queue volume.
    • The support plan associated with the tenant may not include accelerated response times.
    • Contact details may be incomplete or incorrect, preventing the engineer from reaching the primary contact.

    To improve handling:

    1. Confirm the support plan and severity level used when the case was created (in the admin/support portal used to open the case).
    2. Ensure the primary contact information on the case is accurate and monitored.
    3. If the impact is higher than originally stated, update the case severity (where allowed) or open a new case with the correct severity and clear business impact description.
    4. For Unified/enterprise scenarios, use the Services Hub “Manage support requests” page to verify the case status, severity, and last update.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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