To whomever is interested in feedbacks,
I had recently raised a case with MS Exchange Online team. (24363767)
Not a difficult topic. But the pause in-between responses were days and weeks.
Due to the troubleshooting took too a long time, the issue at hand was manually remediated by myself.
In addition, it seems like the reply back to me was always not in my timezone. And when i did not reply in their timezone, the time taken was captured against my favor.
At the end, i had chosen to close the ticket.