Support SLA for Azure Standard support plan?

Question

We have the paid Azure Standard support plan. What can we do if tickets are not being responded to in the advertised timeframes? We have had a critical ticket open for four days now and the support has been very unresponsive and unproductive so far. We've only spoken to someone by phone once and we did not get any resolution and are still waiting. The support reps email us the same questions repeatedly and do not seem to be reading the ticket description or any past notes.

Answer 1

Hi Ken,

Usually depends on the Severity of the issue you have raised, however with Severity 3 you can get a response in less than 8 hours - https://azure.microsoft.com/en-gb/support/plans/response/

It seems the issue might be a complex? Did you received a email confirmation on the incident? If yes there should be a manager contact details, you can approach for escalation and also change the severity of the ticket.

Hope this helps.

JS

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