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MattSully-9855 avatar image
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MattSully-9855 asked ChuaEngChouAdrian answered

Support Escalation

How can I escalate a support request beyond the in-effective first tier?

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If you demand (do it "firmly but not harsh") escalation after you found the first tier unhelpful, they may escalate it.

That said, you should try to get help from the first tier first. Not all of them only find answer and blindly quote answers from their KB.

Also, I know some outsourced support providers have internal metrics on percentage of cases that needs to be escalated. So if you're unlucky they may try to swing you away even on cases where escalation is genuinely needed.

Good luck.

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ChuaEngChouAdrian avatar image
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ChuaEngChouAdrian answered

hi Microsoft certification team

who can i escalate to?

i have completed and passed the renewal test for M365 messaging associate> But i continued to receive email alert that
<Your Microsoft 365 Certified: Messaging Administrator Associate expires November 29, 2022>

I have done the test twice, as i thought the result is not captured.
i have a copy of the screen dump that showed that i passed the test.


pls advise who can i escalate to?


regards

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BineshKN-7692 avatar image
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BineshKN-7692 answered

Hi Team,

I have subscribed standard support for Azure, But the response and the resolution we're getting from Microsoft is very bad and not in a professional manner. I have attached the below is a severity A ticket and its been almost 1 week. Till now Microsoft doesn't resolve the issue or help me to fix the issue.

Ref ticket # 2108170060003188

Thanks
Binesh

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prmanhas-MSFT avatar image
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prmanhas-MSFT answered

@MattSully-9855 Apologies for all the inconvenience caused!!!

Assuming from your query that you are talking about Azure Support you can correct me if I am wrong.

Now there are different kind of Support Plans in place you can make use of. More info here.

Considering the scenario you mentioned where you are not getting the required help and you want to escalate it. Now when it comes to basic tier as mentioned by @cheong00 above you can ask the Engineer to escalate internally if you want it. They do have that internal system to escalate which should work for you.

Another tier is the Premier one which works on same mechanism. Customer with Premier account have Account Managers as well which can help you to escalate the whole process to get the required help.

There is no external process as such where you can escalate but internally it is possible. I will reach out to you separately and will try to help you to get it escalated internally.

Hope it helps!!!

Please "Accept as Answer" if it helped so it can help others in community looking for help on similar topics.




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MattSully-9855 avatar image
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MattSully-9855 answered cheong00 edited

Thank you. Are you aware of HOW to escalate?

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Just tell them you want them to.

They will if they can, and sometimes they'll directly offer to escalate if they can't solve your problem.

The only problem is, if they are unable to solve your problem and they "can't" escalate, possibly nothing you can do to make it happen.

Depending on which company the support of your region is offered, maybe you can try ask the CS to switch to another one if they can't solve it. I don't know, just a guess.

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