Intune is not fit for purpose.

That used to be my experience, but even just actually getting any response has gotten significantly worse over the years depending on which team a given ticket is logged with. Easily talking days/a week + before even the initial response. Few times I've had to do several chases before I even enter the "unusable responses" territory. That's besides the fact that when you put e-mail as the preference, you get called, and when you put calls as the preference, you get e-mail. And yes, support engineer purgatory is a very real thing. I've also yet to find any to way to escape it, be it via escalations/managers routes or account manager routes. it's impossible to speak to anyone more senior and at best you get "this person from the other team has said" when it's clear they haven't described the issue accurately and you're playing a game of broken telephones. Can't remember the exact details as it was some time ago, but I've had maddening cycles experiencing weird mail issues that came and went, they asked for examples, I provided them immediately, and they went silent for long enough that it expired in back-end logs, so they asked for new examples. Rinse and repeat. This happened 3 times before me (and the customer) lost the will and we let the ticket die unresolved. And this is with a high tier of paid additional MS Partner support offerings - I'd hate to know the day to day experience \*without\* that. That said, I've had a couple times where Partner links or raising mechanisms have broken and the ticket raised outside the Partner Program status and without its perks, but I didn't notice a lot of difference. These days I tend to treat MS Support as a last resort when it's a back-end or interface issue I have no hope of fixing. Anything else, and I've had to say this to customers when asked to raise on MS, that they often actively hinder and slow down resolution for complex issues, and I recommend they let me fix it myself without involving MS. As the old joke goes, substituting 'RegEx' for 'Microsoft Support': I had a problem I decided to fix using Microsoft Support. I now have two problems.