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Initial support response

Kevin Berlin 1 Reputation point
2022-03-11T17:27:48.8+00:00

My support contract is the "standard" less than 4 hour response time.

I have two tickets sitting in the queue which have status "OPEN"
The 1st ticket is 3 days old (72 hours)
The 2nd ticket is 1 day old (24 hours)

What is going on? How do I get a technician to contact me or even look at the ticket?

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  1. Kevin Berlin 1 Reputation point
    2022-03-17T14:58:43.11+00:00

    Thank you for your response.

    I REALLY appreciate it.

    After 4 DAYS, a technician reached out to me. I fully realize YOU are not the cause but . . . Microsoft MUST employ more engineers because 4 days simply isn't acceptable.

    The SLA is 4 hours! Either they meet the SLA or they take it down because it's meaningless.

    Kevin

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