Post by Alan Poole

Microsoft why am I still waiting for support 48 hours after raising a Severity A incident? As an organisation, we rely on Microsoft’s enterprise support to keep critical services running. A Severity A incident should trigger immediate engagement, yet in the last two days I’ve spent multiple sessions on hold for over 5 hours at a time, only to be told the case still hasn’t been assigned to an engineer. For an issue classified as business‑critical, this level of response is simply not acceptable. Enterprise customers deserve: • Clear ownership of Severity A incidents • Timely assignment and communication • A support process that reflects the urgency of the impact When organisations invest heavily in Microsoft’s ecosystem, they expect support that matches the scale and importance of their operations. Right now, that expectation isn’t being met. Microsoft 365