I am waiting for a reply to my MS Help incident.

Question

The incident is 7098769196. I have been waiting since 8:30 PM Pacific Standard time, over two hours. I will be going to bed and going to sleep at some point.

Answer 1

For Microsoft 365 and related services, the initial response time depends on the severity level selected for the incident:

• Severity A (critical business impact): less than 1 hour initial response
• Severity B (moderate business impact): up to 4 hours initial response on a Standard plan (2 hours on ProDirect/Unified)
• Severity C (minimum business impact): up to 8 hours initial response on a Standard plan (4 hours on ProDirect/Unified)

Waiting a bit over two hours can still be within the expected response window for Severity B or C incidents.

If the issue is related to a Microsoft 365 service problem:

1. Check Service health in the Microsoft 365 admin center to see if there is an active incident affecting the tenant. If the issue is already listed there, all current updates are posted in that feed and opening or waiting on a separate support case is usually not necessary.
2. If the problem is not shown in Service health, use the Report an issue option from the Service health page or open a support request from the Microsoft 365 admin center to ensure the incident is logged correctly.

If continuous 24x7 engagement is required (for example, a Severity A issue), the customer side must also be available around the clock; otherwise, Microsoft may lower the severity to B or C.

For now, if the incident was logged as Severity B or C, a response the next business day can still be within the documented timeframes. If the situation becomes more critical, update the existing case through the admin center to reflect the higher business impact and severity.

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References:

• Support for Microsoft Power Platform and Dynamics 365 apps
• Microsoft 365, Dynamics 365 & Power Platform incident readiness for Microsoft Engage Center
• Microsoft 365, Dynamics 365 & Power Platform Incident Readiness - Unified
• Services Hub Support for Business FAQs

Answer 2

Forum contributors do not have access to any support tickets at Microsoft. You will have to contact support again, I'm afraid.

Or you can try asking your question here and, with a bit of luck, someone may be able to assist you, as Sumit has already suggested.

Answer 3

This forum is managed by volunteers so we cannot help much. May I know the exact issue?