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Our VM started having licencing issue (somehow licence provided by Azure!) get unactivated and due to some issue it could not reactivate. As a consequence, our VM started operating with 2Gb memory instead of 4 (and instead of 8 after a resize), causing loss in our services.
As this was over the weekend (outside business hours), I had to buy Standard support for 100$ to be able to get in contact with support.
The issue was somehow fixed after roughly 12 hours.
So basically I had to pay 100$ to get a fix for an issue caused by MS/Azure, plus I had outage in my service causing additional financial and reputation loss.
Is this normal? Shouldn't MS/Azure reimburse the 100$ standard support fee in such cases?
Is this normal that there's no free support for such issues (clearly related to MS/Azure)?
Plus is it normal that SLA is only a first answer SLA and there's no commitment at all how long it takes to fix a problem? (Actually fixing the problem took only few minutes, the rest of the time I was waiting for a technician to take my ticket.)
This is really disappointing.
You can submit a ticket here.
https://learn.microsoft.com/en-us/azure/azure-portal/supportability/how-to-create-azure-support-request
--please don't forget to Accept as answer if the reply is helpful--
Well, yes, I know I can submit a ticket here. But according to support plan (https://azure.microsoft.com/hu-hu/support/plans/) they don't have a response time SLA unless you pay for the support. And if you want proper response outside of business hours you need to buy the standard package which is a significant amount of $100. Significant, especially at is is clear that the issue is with the service they provide.
Otherwise you may have to wait for hours or days until somebody handles your ticket.
So with other words if the service I paid for does not work (due to their error), and I want an urgent response/fix, I have no other option than to buy a 100$ support plan.
UPDATE: MS/Azure also understands this is not fair, so they offerd meg a reimbursement of my $100 support fee.
Glad to hear issue was resolved.
--please don't forget to Accept as answer if the reply is helpful--
This time the issue was solved, but I'm still looking for the proper way to handle such situations. There should be a place, a way to report MS/Azure team that the service they provide and I pay for does not work, without purchasing any support plans.
Sounds good, you can raise this issue here by submitting a ticket.
https://learn.microsoft.com/en-us/azure/azure-portal/supportability/how-to-create-azure-support-request
--please don't forget to Accept as answer if the reply is helpful--