Support Escalation

Matt Sully 1 Reputation point
2021-08-25T17:26:44.82+00:00

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

Not Monitored
Not Monitored
Tag not monitored by Microsoft.
37,104 questions
{count} votes

9 answers

Sort by: Most helpful
  1. prmanhas-MSFT 17,901 Reputation points Microsoft Employee
    2021-08-26T06:43:45.757+00:00

    @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.

    1 person found this answer helpful.
    0 comments No comments

  2. Binesh K N 6 Reputation points
    2021-08-27T16:26:17.09+00:00

    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

    1 person found this answer helpful.
    0 comments No comments

  3. Matt Sully 1 Reputation point
    2021-08-25T18:44:21.257+00:00

    Thank you. Are you aware of HOW to escalate?


  4. Chua Eng Chou Adrian 1 Reputation point
    2022-06-04T06:22:44.833+00:00

    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

    0 comments No comments

  5. 2022-11-09T09:21:55.037+00:00

    They are not able to help escalate support cases at all.

    When asking for helo they are just asking for "control" questions, and you request ends up with noting. "We will call you back" - it never happens, or to late for solving the case at hand