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why did purchasing developer support block me from creating 'technical' support requests?

Bobby Lawrence 1 Reputation point
2020-08-05T13:56:55.217+00:00

I purchased developer support a few days ago to hopefully help me resolve a problem I'm having with the Graph API. Since doing so, I'm unable to create 'Technical' Azure support cases...the only options for type of case available for me to create now are 'Billing' and 'Subscriptions'. Not only that, but I created a 'Subscriptions' support case a few days ago to hopefully have this issue resolved (or at least answered) and no one has gotten back to me. Its almost as if since buying the developer support, I'm blocked from using it as I cannot create technical support cases and its been well over 8 hours for someone to respond to my case.
What gives?

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  1. Sam Cogan 10,327 Reputation points MVP
    2020-08-05T19:27:51.31+00:00

    The only people who can resolve your issue are Microsoft. You will need to continue to pursue your subscription support case to get your access fixed.

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  2. Grmacjon-MSFT 17,126 Reputation points
    2020-08-06T00:07:38.247+00:00

    Hi @Bobby Lawrence ,

    We apologize for the frustration this issue has caused. Can you send us an email with the subject line 'ATTN Grace' to AzCommunity[at]Microsoft[dot]com referencing this thread and your support case number so we can investigate this further? please keep in mind that most billing cases have an SLA of 24 hours. We appreciate your patience.

    Thanks,

    Grace

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  3. Bobby Lawrence 1 Reputation point
    2020-08-06T18:54:49.447+00:00

    Hi Grace - I sent you the email you requested. I'll mention here what I wrote in the email. I actually have 2 support requests in the system for this issue (being blocked from creating technical support after purchasing a developer support subscription). The first one (#120080324003086) I created 4 days ago as a severity ‘C’ case under the ‘Subscription’ category. This one has yet to receive any kind of response. Sadly this doesn't even come close to the <8 hr timeframe I was expecting with that level of support. The only way I could get someone to look into this issue was to create a severity ‘A’ case in the ‘Billing’ category (#120080624001545). I would appreciate any kind of help you can provide with this. Someone did finally get back to me about that one and told me that I needed to instead purchase a 'standard' support subscription instead. So I canceled the 'developer' subscription and purchased a 'standard' one, but I'm still unable to create a Technical support request.