Third party backup solution on Microsoft tenant if failing on a single OneDrive - need support from Graph

Question

We have a third party backup solution from Axcient, x360 Cloud, that is backing up a Microsoft tenant that we manage, We were given information from Axcient that the MS Graph Team would need to investigate. Here is the information provided:

Open a ticket with Microsoft and request that this joblet be applied to your URL. In order for the joblet to be applied to the affected tenant, please raise a support request with Microsoft Graph Team. Please include the following logs and the “Requesting to run individual fix joblet for the affected user for outage SP1177145.” statement in that request.

There is more information that is specific to the issue and includes company information which I am not posting here.

How do I get in touch with Graph support? It seems like I have to have an active Azure subscription, otherwise I am directed to regular support and they state they can't help nor can they escalate the ticket.

Answer 1

Dear @Chris Schondel,

Welcome to Microsoft Q&A Forum!

Thanks for sharing the details. I’ve checked the Microsoft 365 Admin Center advisory SP1177145 related to SharePoint Online/OneDrive. Here’s the current status and what it means for your case:

Next update by: Tuesday, December 2, 2025 at 3:00 AM GMT+7

Important: There is not yet a permanent, completed fix for all previously impacted items; remediation is ongoing.

As a Microsoft Q&A forum moderator, I don’t have rights to access internal tickets or accelerate engineering timelines. I also cannot view tenant‑specific support cases or request internal joblets on your behalf. Therefore, I have these recommended next steps:

1.Confirm the escalation path with your backup vendor (Axcient x360 Cloud). Please ask them to clarify the exact Microsoft support channel they require (e.g., a Microsoft 365 Admin Center support case, or an Azure paid support case).

2.In my perspective view, standard Microsoft 365 support cannot help for this issue, and you also mentioned it, and if this is business‑critical/urgent, please consider a paid Azure support case. It seems like the most suitable option.
Apologies for redirecting you to the related team support as the forum moderators in this community have limited rights to check this issue due to security protocols, and to get the fast and correct assistance we requested for it.    

I truly appreciate your patience and understanding during this time.  

Hope my answer will help you, for any further concerns, kindly let me know in the comment section.  

---

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

Answer 2

To get in touch with Microsoft Graph support regarding your third-party backup solution issue, you will need to open a support request through the appropriate Microsoft portal. Since you mentioned needing support specifically from the Microsoft Graph Team, follow these steps:

1. Azure Subscription: Ensure that you have an active Azure subscription, as support requests for cloud products must be initiated from the Azure portal.
2. Open a Support Request: Go to the Azure portal and create a support request. You will need to provide detailed information about the issue, including the logs and the statement about requesting to run the individual fix joblet for the affected user.
3. Permissions: Make sure you have the necessary permissions in the Azure portal to create a support request. If you do not have the required permissions, you may need to contact your Microsoft representative for assistance.

If you encounter issues with the support request process, you can also check the Microsoft 365 admin center for additional support options related to Microsoft 365 and OneDrive.

---

References:

• Why am I redirected away from Services Hub when I try to create a Support request around a cloud technology?
• Create a support request