Do I have to pay for support to get MS fix his licensing issue?

Szilárd Kotta 1 Reputation point
2021-03-08T08:54:48.413+00:00

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.

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  1. Anonymous
    2021-03-08T13:26:48.313+00:00

    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--