Need to escalate a 5 month old Azure Support case which is now being ignored

Question

I have case <REMOVED SR Number> which seems to be getting ignored now.

The last communication from Microsoft was on August 29th which essentially said "we have no updates on your case yet".

On the 5th of September I sent the assigned agent an email stating that the situation is beyond ridiculous now and that the case needs to be escalated.

After no reply, on the 9th I forwarded my email to the managers (REMOVING PII) as listed in the agent's email signature and still no response.

How do I escalate this matter?

Answer 1

Hello Jonathan Lydall,

Thanks for your question.

You usually need to send an email to the engineer in charge of the SR to help escalate the issue.

If you are a premier Customer you should have have Account Managers as well which can help you to escalate the whole process to get the required help.

There is no external process as such where you can escalate but internally it is possible hence why you need to send a mail

You can mark it 'Accept Answer' and 'Upvote' if this helped you

Regards,

Abiola

Answer 2

I've finally received a supposedly authoritative response from Microsoft on the matter I opened the ticket about.

The support agent has told me it is normal that downloading of cold/uncached items through Azure Front Door CDN backed by Azure Blob storage in South Africa North is at the slow speed of less than 2MB/s:

Them:

Hello Jonathan,

I hope you are doing well!

I sincerely apologize for the significant delay in our response, which was necessary to conduct further internal testing.

After a comprehensive review, we have determined that the behavior you are experiencing is typical for this type of operation.

This is primarily due to the connection not being entirely directly, as it must pass through Azure Front Door. This process also involves distributing the cache among point-of-presence (POP) servers, which inevitably impacts the > operation's speed. Let me provide you with documentation covering that matter:

How caching works in Azure Content Delivery Network | Microsoft Learn

Me:

So to be clear, Azure Front Door maxes out at less than 2MB/s (16Mbit/s) for uncached items even when everything is on Microsoft’s own servers?

Them:

Hello Jonathan,

Thank you for getting back to me.

These values may vary by region, but those particular ones apply for South Africa North.