Support Escalation

Question

How can I escalate a support request beyond the in-effective first tier?

Answer 1

@Matt Sully Apologies for all the inconvenience caused!!!

Assuming from your query that you are talking about Azure Support you can correct me if I am wrong.

Now there are different kind of Support Plans in place you can make use of. More info here.

Considering the scenario you mentioned where you are not getting the required help and you want to escalate it. Now when it comes to basic tier as mentioned by @Cheong00 above you can ask the Engineer to escalate internally if you want it. They do have that internal system to escalate which should work for you.

Another tier is the Premier one which works on same mechanism. Customer with Premier account 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. I will reach out to you separately and will try to help you to get it escalated internally.

Hope it helps!!!

Please "Accept as Answer" if it helped so it can help others in community looking for help on similar topics.

Answer 2

Hi Team,

I have subscribed standard support for Azure, But the response and the resolution we're getting from Microsoft is very bad and not in a professional manner. I have attached the below is a severity A ticket and its been almost 1 week. Till now Microsoft doesn't resolve the issue or help me to fix the issue.

Ref ticket # 2108170060003188

Thanks
Binesh

Answer 3

Dear Microsoft Support Team,

I hope this email finds you well, although I must express my deep concern regarding the lack of progress on resolving the issue reported in our ticket(TrackingID#2306230030003480), which has remained open since May 2023. It is alarming to note that nearly four months have passed without any tangible solution being provided.

This prolonged delay raises doubts about your commitment to address and rectify the problem at hand. It is disheartening to feel as though our concerns are not being taken seriously, leading us to question whether you truly intend to resolve this matter. We do not wish to believe that your organization is intentionally neglecting its responsibilities.

Please be advised that we are left with no choice but to explore alternative options if a prompt resolution is not provided. We are prepared to take legal action against Microsoft and escalate this matter through various media channels if necessary. Rest assured, those found responsible for any negligence or misconduct will face appropriate consequences.

We implore you once again to prioritize our case and provide us with a satisfactory resolution without further delay. The continued lack of progress only exacerbates our frustration and distrust in your support system.

We eagerly await your immediate attention and a comprehensive update regarding the status of our ticket.

Answer 4

Thank you. Are you aware of HOW to escalate?

Answer 5

hi Microsoft certification team

who can i escalate to?

i have completed and passed the renewal test for M365 messaging associate> But i continued to receive email alert that
<Your Microsoft 365 Certified: Messaging Administrator Associate expires November 29, 2022>

I have done the test twice, as i thought the result is not captured.
i have a copy of the screen dump that showed that i passed the test.

pls advise who can i escalate to?

regards