Communications re. Open Support Tickets
Communications from support engineers is chronically slow and inconsistent re. open tickets.
We had an A level severity ticket recently. We were locked out of a storage account for 3 days. Ticket was opened Friday morning and communications were good for the remainder fo the first shift. But as soon as he handed it off to the next shift.... crickets all weekend.
Over the weekend, we began to restore from backup and re-configuring apps to use the new account, populated from the backups.
Then Monday we get a note acknowledging it was an MSFT error, appologing for the inconvenience and informing us it was repaird.
Great news, it's fixed!
But I'm out 8 hours of overtime on a weekend because we couldn't get any status information.
Makes we want to try out AWS!
So my suggestion..... meet your sla and communicate regurlarly about open tickets!!