I opened a support ticket on December 22 through the Azure portal, and we have a standard support plan. This ticket was marked as Severity C, which according to their SLA should have an initial response time of less than 8 hours. Now, a week has passed, and taking into account the days off for Christmas and the weekend, it's actually been 3 full business days without any response. What should I do when my support request seems to be completely ignored? I spend about $45,000 monthly on Azure, and I previously worked with a Senior Digital Cloud Solutions Architect, but he was let go a couple of months ago and hasn't been replaced. I did open a ticket regarding this issue but haven't received any reply at all.
2 Answers
Escalation can be tricky, especially since your point of contact was let go. I recommend reaching out through any official Azure communication channels you can find or trying to get in touch with their customer service directly. It’s so frustrating when they don’t meet SLA expectations. Honestly, if they keep ignoring you, you might want to consider exploring other options. It’s a shame to think about leaving after investing so much, but you deserve better support.
I totally get your frustration! Around the holiday season, especially from December 22 to January 4, support tends to drop significantly. They usually focus on Severity A tickets first. I had a similar experience last year where a Sev A ticket I submitted on December 23 didn’t get resolved until the new year, despite multiple escalations. You can try escalating your ticket, but be prepared that if it’s during this holiday period, responses might still be slow. I know it’s not the answer you want to hear.
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