How to get timely partner support on a critical issue.

Question

Problem: We are encountering a billing issue while attempting to apply a 3-year Azure Reserved Instance to a client server being provisioned under a nonprofit subscription. The Azure portal does not allow the reservation when the annual nonprofit grant is present. We need to resolve this so the server can be reserved for three years, with the nonprofit credit applied first and any remaining balance billed directly to the customer.

Description: We are a Microsoft Partner with two Partner Cloud Support incidents available. We opened a 24-hour critical ticket expecting a timely response; however, it has now been two weeks with no communication. This is blocking a production deployment for a client and represents a critical business impact. Frankly, this experience falls well short of expectations for Microsoft Partner support.