Larger Orgs, how bad has your MS support gotten since the layoffs?
Posted by DramaticErraticism@reddit | sysadmin | View on Reddit | 103 comments
We used to receive excellent support. We're an org of about 25k users, around 40m-50m M365 service contract.
As part of that, we get an assigned engineer we meet with on a weekly basis. We also have an assigned account admin who attends all meetings and keeps us aware of changes.
Immediately after the recent layoff, we were told our assigned engineer was changing roles. He was an excellent resource with a ton of experience and we had him assigned for years.
We were also told our account manager would change.
We were initially assigned a young woman with zero real world experience. After 3 weeks, they told us she is changing roles and assigned us someone else. This time it was a young man with a lot of certs and zero real world experience.
Our newly assigned account manager never attends meetings and is hard to get in contact with.
These meetings went from brainstorm sessions and useful assistance, to something completely useless. Just some dude taking our questions and putting them into CoPilot and sending answers back, something we can obviously do ourselves.
If we pay 50m and get this level of service, I can't even imagine what small businesses are dealing with. Just curious if other larger orgs are seeing the same bullshit.
MinieJay@reddit
I actually know you could get this level of support with MS. I assume you must have a certain minimum amount of users for this or minimum amount of $ spent per month? I am accustomed to them trying to call me 3 AM in the morning to try to troubleshoot the issue and it continuing for another few days until they close out the ticket
DramaticErraticism@reddit (OP)
We still need to open tickets but we have these other escalation paths and ways to get things escalated or resolved.
FerretBusinessQueen@reddit
IE CC your MS business rep for “other things?” Especially when a VP or Pres does it
MinieJay@reddit
Im still mind blown that you had this level of support. I have only dealt with one technician who really knew her stuff. It was due to some re-organization that she got shuffled to the front line. The rest of the technicians was usually all about collecting logs, collecting more logs, and even more logs. Never got stuff resolved
ZestyPrime@reddit
You can it's the ace teams at msft that handled it. I was on the M365 team till last July. There is even a paid offering now it's called mission critical support for M365.
ziobrop@reddit
yah, MS offers support from a dedicated engineer, as part of our contract. I have 200 hours/year as Endpoint, but other groups have them as well. We recently got a new guy, who i havent worked with much to have an opinion, but our last guy was excellent, and solved a month old support ticket in 5 minutes of casual conversation.
Smart_Dumb@reddit
So this must be how those 365 Service Advisory issues are found out...
PhydeauxFido@reddit
At a previous company we had a couple of Microsoft employees that worked inside our office full time. If you are big enough, you can get a lot.
teriaavibes@reddit
Welcome to enterprise agreements
HouseMDx@reddit
I swear they have some sort of sensor to know to call when you get up to use the restroom.
Thisbymaster@reddit
You guys got humans?
ZestyPrime@reddit
Hey! If you are over 25k users. And if you are talking about the M365 ACE TEAM. I was also impacted by the layoffs and about 50 people on my team where wiped out. Additionally this used be a free support offering that engineering paid for but the decision was made to go live with a paid offering last year. Now if you don't pay you don't get to play basically.
2_Spicy_2_Impeach@reddit
We had to have bi-weekly meetings with Microsoft to go over our open support tickets. This was way before the layoffs. But it can always get worse I guess.
We were a strategic partner for public and government. The biggest consumer of one of their core services and they still couldn’t be bothered to help.
PaddySmallBalls@reddit
Back in 2018 I submitted a ticket about a bug. It took 4 weeks to be told they wouldn’t be fixing the bug & they closed the ticket. After that experience, I went 4 years without opening a ticket with them. Didn’t see the point.
meruta@reddit
What support?
jasonin951@reddit
We usually create a ticket and then when support strings us out over days or weeks we figure out a resolution ourselves using AI.
Nnyan@reddit
I’ll be honest I’ve heard it hasn’t been good for some people I know but bc we have a significant enterprise agreement we haven’t noticed.
Hunter_Holding@reddit
Ours hasn't changed in a decade, and the last TAM switch we had was because of acquisition. So more than 5 years now.
But our contracts are USNAT support only - US National support engineers only.
When I call in a SCOM issue, for example, I've always been assigned the same guy in California. Fun times when he's like 'hold on i was in bed lemme get my laptop'.
F100 Fed/Civ/Defense contractor.
But even with $499 ticket support I use for my side business I've long since learned the dance to punch through to tier 3 quickly and eventually get to product team/"real" support, I remember our TAM finding out a contract site had opened a ticket that way (me) and the permier USNAT-only engineer assigned when she opened a new one was .... the same guy I had already gotten to, LOL!
That was a fun one, bug in SQL server related to 4K native sectored disks, VSS, and backup system, found it via DPM -> SP2013/SQL2014 backup with 4K native LUNs backing 2012 R2 systems/VMs. Was marked WONTFIX for SQL 2016 because it was too close to shipping, but was fixed for SQL 2017.
Was apparently the 3rd customer ever to hit it (at the time) and the only one to push to fix it instead of just flip to 512B sectored LUNs on the SAN interface to resolve it.
In recent (past 2-3 years) time it's been the same experience for us when we start off at the appropriate level, and for the $499 ticket route, I had to spend about a week and a half punching through layers on an ReFS issue to break into tier-3 support to get someone competent, but got squared away there real quick too - that one also led to product team involvement for fix steps.
ChelseaAudemars@reddit
Unified support or premium support from Microsoft is quite expensive but is an additional layer of support. This would be for EA or Direct customers only. Alternatively you can get the equivalent support level from certain VARs/LSPs which are generally based on tiers that are derived by looking at your average support tickets. The primary difference is the higher tier support from Microsoft includes certain workshop or “proactive” hours. You would get a different level of engagement from a VAR/LSP.
Notably for those under a CSP contract you would receive basic support from your CSP provider. A good CSP or LSP should handle licensing questions and resolve the majority of your support tickets. There are exceptions such as platform issues, outages, etc.. that still need to be handled by Microsoft directly. The benefit of having a partner although they would triage tickets would be helping to escalate based on severity.
Lastly, there are some Azure specific support SKUs.
Hope this helps clarify Microsoft support options.
Ishkabo@reddit
Sorry Microsoft has/had support? I knew you could like submit tickets but I figured it was like a therapeutic thing like screaming into a void. I didn’t think they actually responded to or could provide any actual assistance. That’s amazing!
killercobra337@reddit
I opened a ticket a month ago and just got sent through a copilot loop after the support blade in the AC opened a ticket for me and then emailed me asking for more info. I sent the info it wanted and it asked me for the same info 3 more times, after which I said screw it and just accepted it’ll go nowhere after I got no response on my follow up a week later.
mesaoptimizer@reddit
Yeah the difference between having an Enterprise agreement with MS and not having one is huge. Premier support and its successors is actually useful at least much of the time. P1/2 incidents especially
PMURITSPEND@reddit
What OP was receiving is above and beyond EA support or premier support.
jaydizzleforshizzle@reddit
This, most SMB get jack shit 3rd line tech support who regurgitate copilot MSDN like the people calling haven’t tried that. But if you are a huge enterprise, have 100k license, you probably have a Microsoft employee contact position in your company who’s whole job is to badger that support contract and facilitate new Microsoft products. This tends to get decent movement.
Unexpected_Cranberry@reddit
I was actually on a call with one of the Edge devs at one point in order to resolve an issue. But that was after being dicked around by some level one dude for three months. I managed to be very diligent about not giving them cause to close the ticket. I sent logs, responded outside of the agreed upon contact hours, did the same exact troubleshooting that accomplished nothing I don't know how many times and sent in more logs.
Finally the case was escalated, call scheduled, dev diagnosed and fixed the issue in ten minutes.
Toribor@reddit
Our O365 tenant is about 150 users and every time I submit a ticket I get a single response (which was clearly them just pasting my ticket into copilot) and then nothing but follow up questions asking if it's okay to close the ticket.
wrootlt@reddit
We used to have something similar on my previous job with 10k users. I was laid off before MS trimmed their staff, but i think our dedicated engineer was also going away right before me leaving. I expect them to have similar case now. Currently i work for a rather large MSP, but i usually open cases on behalf of customers right from their tenants. Not sure if this still counts as Premier. It doesn't feel so. I have noticed that i usually get very good support engineers when it is about archiving in Exchange. In other cases in a few recent ones it looked like they are pasting things from Copilot. And in one case they suggested a cmdlet from Exchange on-prem when documentation said it doesn't exist anymore in Exchange Online. I am hearing this in my mind already "good catch, you are so good at this, indeed, my last suggestion was incorrect" :D And it seems we had an option with unlimited Premier cases and last week we got notified now it is a limited number (100 or so) and then we have to pay a hefty sum for each case. And management suggested to just resolve them on out own :D
Jaereth@reddit
I would have to think 40-50 million dollars could buy you a lot better support than a "concierge rep" from MS guiding you down the roadmap and helping with issues?
You could hire 20 of their devs away from them to just come work for you lol.
Jaereth@reddit
I mean it was never good?
I had ONE problem once I couldn't figure out about intune enrollment of a problem device and the guy just kept looping his script try this, ok try that, ok do this - works? No? ok Try this...
simple1689@reddit
Not a large Org, but we are trying to get our MPN to reflect our CSP status. I've had 2 screen share sessions with 2 different MS technicians...and in the end, I am still requested to present a Steps Recording file of the same items the 2 different MS techs went over.
What are we even doing here?
Spiritual-Yam-1410@reddit
We downgraded our support tier because the premium was pointless. Same crappy response times but cheaper. They don't care about retention anymore honestly
hosalabad@reddit
They can’t fix shit and they are slow about failing.
Dapper_Direction_703@reddit
Yeah, I just had a MS rep tell me AFD was having issues with the backend origin and I needed to figure it out…. The backend service was Azure AD…
Anonymo123@reddit
It was so bad we stopped paying for Premier-Unified Support and went to a pay by case model. Our TAMs were shit, their support was shit.. we just wing it now and haven't had much issue to be honest. Global company over 30k employees.
rollingc@reddit
Same. Support got so bad and our TAM couldn't help with anything so we just dropped unified support.
Antarioo@reddit
The worst thing is when you figure it out via google or AI but it's a back-end problem in 365 that you can't even touch with global admin.
2 weeks....
CeC-P@reddit
Can't support products that don't fundamentally work. That's why turnover is so high in their support and engineering departments. Oh, and rumors of budget cuts due to AI costs vs income. Can't forget that.
My former company switched to the support call center for all level 1 to the call center company that was so bad that Microsoft fired them. Now our support isn't stellar either. And there's zero consequences for the CIO that made that decision because he was a diversity hire. That's half the reason I left. That company was going nowhere.
rebri@reddit
MS Support is an oxymoron
chickadee-guy@reddit
We are on enterprise premium support. Its always kinda sucked but now its a new level of bad.
Bunch of VMs went down on their end 2 weeks ago and they had no RCA and we were totally in the dark and their support will just keep you on the call in silence while they go "collaborate" on a separate call, then come back with some copilot drivel
cryonova@reddit
Quite bad. We've been over a year without our rep reaching out to us.
DrDuckling951@reddit
I've been with the company (20k users) for half a year and got with Microsoft support on a monthly basis. So far I have 2 account managers and 3 different engineers. My experience so far is they know a lot of what MS would do, but very little in the complex real world environment. We cannot easily pivot to pure Microsoft stack due to legacy applications and not putting all the eggs in one basket.
We had a SEV 1 a few months ago with on-prem Exchange. Took MS 24 hours to assign us an Engineer and this engineer is only EXO. He did tried to get a solution going. Still was not impressed by their support. Granted, many of our stuff are legacy. Later we found there was a bug/glitch with the Exchange relay server and a cert. Cert is good, but once installed on the relay server it striped a few of our domains out. Don't know why. Weird part is the cert was installed 1 month before the SEV 1 crippled our mail server for a week. I think we had to spin up a new relay server and use the same cert which this time it registered all the domains as intended. Is it Microsoft's fault? No. Is it our fault? No. It's just Monday.
_-pablo-_@reddit
So MSFT has let go of most of their greybeards that are MSEs in On-Premises tech. Some are left, but are reserved for those big F500 customers and come from a separate support contract.
Had one. If you can afford it, they’re worth it
DramaticErraticism@reddit (OP)
From speaking to my old contact, he said all those people have moved to cloud products as Exchange on-prem was not a place with any growth. Many may still be there, they just work in EXO or the Azure space, especially the talented ones.
There is no future in on-prem Exchange so its hard to get talented people to do that type of role or stay in that type of role.
DrDuckling951@reddit
We do have one greybeard. Principal Engineer for AD. But he's on vacation/out of country that week so it took a few days to get in touch with him. Lots of red tapes to violate to reach out to folks who's on PTO. He was the one that suggest replacing the relay server.
ProllyJustAnotherBot@reddit
"MS support"
crashtesterzoe@reddit
took them over 6 months of back and forth with weekly calls doing the exact same thing over and over before the finally admitted that their was truly a bug in azure devops causing permission loss for us. They jsut kept blaming it on our entra setup. so that was a fun time 🫠
Abject_Incident2936@reddit
I’ve been complaining about unified for years - my AE can’t understand why I won’t increase our Azure spend (mm/yr) - keep telling them to look at our ticket history. On prem support still has been amazing but the minute we need M365 or Azure, it’s a total crapshoot. Our account team keeps rolling in/out, we haven’t had any consistency in years.. the longest tenured person on our account now has less than a year with us. Getting tired of explaining to new people all the time what our priorities our, what we focus on, why is this built like this, yada yada.
harritaco@reddit
Premiere support for M365 has been pretty bad. It's been okay for some Azure infra requests.
Funny enough I've had a better experience on many of my free support cases vs the premiere ones. The main problem is they do whatever it takes to meet their SLA, and most of the time it's just the bare minimum sending a generic update with no meaningful progress.
Now that they've removed unlimited support tickets everyone has been more thoughtful of opening tickets, which I've been telling people to do anyway.
DramaticErraticism@reddit (OP)
Absolutely, the incident response manager role purely exists to ensure they keep their SLA without actually doing any work. I don't understand how that can count as keeping their SLA when the person speaking to you cannot actually assist with the problem.
harritaco@reddit
Yup, I don't rely on them whenever possible. There are scenarios where there are things that only they can fix, but I generally push my team to avoid opening cases unless it's necessary. Especially now since we're limited to like 60 tickets a year for my entire org, and we have dozens of customers.
mini4x@reddit
We are only 2300 users, and our support was always terrible even when we had premier support it was no better. We get 3rd party via out reseller and its miles better than anything MS gave us.
Active_Drawer@reddit
For those of you not having support, if you are over 200 users you should be. I offer unified support via us cloud for my users over 200 seats. I bake it into my agreements. Then you still get the 24x7. For smaller customers I can add it, but it does have a small uplift depending on size through another partner we do 3rd party unified support through.
If you are paying MSRP for Microsoft and aren't getting support you are getting taken.
For my customers who don't need/want it we just do a discount of 5-7% and they still get 24x7 0365 support
42andatowel@reddit
" Just some dude taking our questions and putting them into Copilot and sending answers back."
That's a feature, your new Copilot Engineer. Except it's not someone to build useful Copilot Agents for you, it's Copilot replacing your dedicated engineer. It's un upgrade, and is why you saw a price increase on your last renewal, because Copilot Engineer is now included for free.
ntrlsur@reddit
As a smaller Org 300 users. our CSP handles all of our MS issues. We don't have to interact with MS at all. We open a ticket with our CSP and they fix the issue or they escalate it to someone who can. In the 4 years we have been using them I don't think we ever had a issue that wasn't a MS outage of sorts not handled in 2 business days..
Greedy_Chocolate_681@reddit
Name drop your CSP that is worth anything. We have one too and it's worse than talking to Microsoft (or a wall), it's just copy pasted chatgpt responses.
ntrlsur@reddit
We use Trusted Tech Team. The price is o.k. I could get better but its worth the piece of mind to me.
Creshal@reddit
I wish our CSP was competent enough to use ChatGPT properly…
allmightybrandon@reddit
We’re nowhere near your spend, but the pattern looks familiar: the named people keep changing, context disappears, and every conversation resets to first principles. The most frustrating bit is paying for “strategic” support and getting what feels like a glorified ticket relay.
latchkeylessons@reddit
It's basically nothing at all now. If you have a "good" account manager they can sometimes get people involved if there's money on the line for spinning up something new. EAM also has some consulting hours that get thrown in and can be helpful, from my experience - not sure if that's everyone though.
Anyway, no, the general experience is pretty poor and noticeably so as time goes on year after year. It's been a very long trend going on for the past decade I would say.
eltiolukee@reddit
hold on... it could get WORSE??
ArtDeep4462@reddit
Let's just say I have inside knowledge.
Everyone is over worked. There is layers upon layers of tech debt that the product group is swimming in. Everyone is barely treading water. There's feature work, security work, maintenance tickets, and also customer support (because actual customer support often doesn't know and then has to reach out to the product team).
It's probably unsustainable...
DramaticErraticism@reddit (OP)
I forgot to note that in my main post, that we have theorized that our TAM and engineer are being assigned a ton of clients and have no time to do anything.
Illnasty2@reddit
Lol…since the layoffs
scytob@reddit
Oddly i just put a recurring daily meeting on the calendar with my MS account team to track the shitty support we are getting. And will be having monthly one on one with a GM until all my issues are fixed.
So sorry for the 99.9% of customers who can't do that.
My thesis is they out source support calls (fact) and that those organizations have zero incentive to fix or improve anything as that would reduce the number of support calls and the people needed - they would make less money.
tl;dr yes MS support is soul destroyingly bad
Apprehensive_Bat_980@reddit
We have a “person” who can give some sort of guidance with Dynamics. That’s about it, otherwise it’s tickets.
TheLegendaryBeard@reddit
Has it ever been good?
Tarcanus@reddit
Our support has been fine. MSFT's offerings have gotten worse. Specifically a training that was clearly built by AI and not appropriately tested by a human before giving it to customers. We raised a stink about how bad it was.
Frothyleet@reddit
MS support has slowly been evaporating from the bottom up. Now the orgs spending millions are finally starting to get the prosumer experience.
And let me guess - you're probably still going to pay 50m next year, right? Or whenever your EA comes up for renewal? That's what they are banking on.
Or at least they are turning up the shittiness meter until enterprise-size customers start seriously looking at other options to find where the break-even point is.
Antarioo@reddit
Took them 2 weeks to fix an issue on the back-end of a client's EO message trace. it was stuck in limbo between the V1 and V2 versions and wouldn't complete traces.
would've taken 15 minutes by anyone competent. maybe a day or two in a functional servicedesk accounting for higher workload.
but no i had to herd the gaggle of indians toward the obvious solution after jumping through their predictably stupid hoops for a week.
No Gupta, it's not a browser/powershell/our end issue when you can't repro the issue in any of the other hundred tenants we manage.
and then i still had to wait a week longer for some back-end engineer to finally do the needful.
absolutely useless organisation.
Ghawblin@reddit
Posted this on an earlier thread but I'll paste it here.
Average Microslop support experience as a billion dollar org with thousands of staff, with a P2 license and support contract:
I would rather have my nails ripped out than use the support I pay hundreds of thousands of dollars for. This is not a one-off experience. This has happened at least a dozen times. It's the default expected result now, and even executive leadership is catching on.
10 years ago I could rely on them for anything. It was wonderful. I was a full on Microsoft fan-boy. Now they're utter garbage. I hate them so much now that I've switched to Linux Mint as my daily driver OS, and actively avoid using ANY microslop product; both professionally and personally. My goal is to cost them at least a million dollars worth of business before I retire.
mesaoptimizer@reddit
Awful, they laid off the best TAM/CSM I’ve ever had and replaced the entire account team with different people. Not the worst batch I’ve worked with but definitely a step down from our previous account team. That being said support seems like it’s always been, Sev A/B issues get people who know that’s going on Sev C stuff gets me support for a group policy issue where I’m just going to have to wait for them to escalate to someone who actually knows something.
It’s not the best vendor support relationship I have but it’s still far from the worst.
fnordhole@reddit
Lots worse.
Had an issue with our tenant. Identical symptom to an issue two years back. That issue was solved in three days. The new issue, of similar/same origin, took them ten days to resolve.
When we provided them their own case numbers, they said they could not look up their own cases from two years ago.
It could be much more complicated in origin than the older case. We don't know. There was no transparency. But there were 5 whole days of fingerpointing toward the customer for an issue that was demonstrably server-side. Ultimately, they resolved the issue on our tenant when they rolled the patch to all.
spin_kick@reddit
Garbage
OwenWilsons_Nose@reddit
We cancelled the premium support after our assigned “engineers” would consistently respond in copy and pasted AI chat bot responses.
Excalibur106@reddit
Like many here, I wasn't even aware you could get support. Were around 1.5k users and $2-4milliom total spend, and the best we get is support based in India (terrible) or Africa (actually not bad).
Maple_Molotov@reddit
same for us. our account manager is still with us however. 12k user org
ciabattabing16@reddit
What support? Other vendors have moved to A.I. chat bots so, who is worse?
welfareplate@reddit
I find it hard to believe it could get much worse, I spent about 3 months bouncing between overseas teams on a niche Azure issue that had conflicting documentation before I eventually fixed it myself. Not only were the support staff pretty clueless but the language barrier was insane
DramaticErraticism@reddit (OP)
I remember working on an issue at 4am once. I was so tired. The MS agent called me and I couldn't even understand what they were saying, due to the language barrier. I had to put them on hold for 2 minutes while I just breathed and closed my eyes, otherwise I was going to snap.
whatdoido8383@reddit
We have the ultra premium enterprise support or whatever it's called, the top tier. Generally I'd say support is good. Once and a while we'll get an engineer that is lazy or that just doesn't know what they're talking about.
We also have secondary escalation paths which can be handy. Meeting with our technical resources to discuss upcoming changes or having the capability to pull in engineering resources for some guidance on projects is nice.
Overall I'd say I can't complain. Support for our org has actually improved the last few years.
cohortq@reddit
you what?
BootlegBabyJsus@reddit
It’s been brutal to be blunt.
hobovalentine@reddit
You can’t expect good support from them when rumor has it they’ve massively downsized internal support for the company and are increasingly relying on AI over humans
shikkonin@reddit
Wait, there are people for whom Microsoft support was ever anything but useless?
DramaticErraticism@reddit (OP)
Yes, if you spend enough money with any company, they will assign you people to ensure you're happy.
shikkonin@reddit
Well, it seems like we've never hit that threshold. Despite spending huge amounts of money with them.
ScreamOfVengeance@reddit
You do not have any options to get another vendor so just bend over and take it like a good customer.
DramaticErraticism@reddit (OP)
Im sure that was exactly the plan when they designed M365. Lock you in then screw you over.
Not even going to talk about how the prices have increased...
StiffAssedBrit@reddit
In my experience, MS support waits until it's 3 am in your time zone, then calls you. If you don't answer they say that you didn't respond and close the case. Total waste of time!
DramaticErraticism@reddit (OP)
Even more enraging, they have an 'escalation manager' do it, someone who can't fix your problem and purely exists to ensure they keep their SLAs and can cancel tickets if you dont respond.
TheBigBeardedGeek@reddit
Microsoft support generally has become a joke. It used to be really solid honestly. At least at the level we paid
These days it's really only good for like l1/ l2 issues. Anything more complex than that you need to actually know what the hell you're doing. Or ask someone on Reddit
asdftester1234@reddit
I work in a smaller enterprise and had decent response really on a recent ticket. Very informative, but took a long time to get back. I want to personally learn more for M365 and move up in to a higher position as I have a lot of advanced graph experience, but no one is willing to hire me without tenant migration experience. Love the indefinite loop lol!
iamMRmiagi@reddit
I work for an msp. It used to be worthwhile having premier support. These days they know nothing. Endpoint, exchange, SharePoint...
The only time it's worth raising a case with them is if you have an azure service request, anything else - diy /figuring it out yourself is faster
sabre31@reddit
Microsoft has been very useless in support since they started outsourcing all support overseas. With recent layoffs it has gotten worse. I remember the good old days of Microsoft that had excellent support.
DramaticErraticism@reddit (OP)
About 5-6 years ago is when I noticed a huge shift. That is when they went to an 'infinite case' model instead of paying for ticket packages.
Once that happened, it went way way way downhill. They basically said 'Instead of getting excellent support for a price, how about we give you really bad unlimited support?'
Its like getting a few slices of excellent pizza or unlimited slices of really shitty pizza. Who is going to want that.
sryan2k1@reddit
Support via CDW NCE has been substantially better.
sa_wisha@reddit
My last interaction was just recently. I was in LLM Hell and I made the Ki trip over their own suggestions and go into a suggestion loop (you know, that kind of loop where it doesn’t know what else to answer and try’s again just in a slightly different manner and starts to hallucinate things).
The Ki had a human name, but I don’t believe it was human.
AdvancedAd69420@reddit
Support? From Microsoft?
Kardinal@reddit
When you say account manager, I assume you mean TAM (or as they know unfortunately call them, CSAM)?
We are much smaller than you and have an excellent TAM who gets me anything I need in terms of support. We have dedicated CSAs for Teams, SPO, and Copilot. We get two Technical Update Briefings a month. We meet with our MS security folks twice a month and with the TAM for operations support touching twice a month as well.
We have a specific support coordinator we go to for escalation if needed.
And our Performance support contract cost has two less digits than yours.
Now the quality of support still varies like we have all experienced. Sometimes barely adequate sometimes fantastic. I have learned how to work the system so I get the escalation I need. Mostly by just hitting up my TAM or escalation manager on teams directly. Or calling them directly.
jstar77@reddit
My last support interaction was a couple of years ago before lay offs. It consisted of me opening a ticket and then two weeks later receiving an apology for MS for being unable to help me in a timely fashion followed by immediately closing the ticket.
DramaticErraticism@reddit (OP)
Oh that has always been normal behaviour, unfortunately.
progenyofeniac@reddit
We’re a bit larger than your org and still getting great support. Similar model to yours but far more engaged and useful, with no recent changes.
attathomeguy@reddit
Microsoft has to pay off the AI bets they have made. I believe only Fortune 100 companies now get direct support