Power Platform Customer Support

[brianxp]

Hi all, 

This is just a general question regarding customer support.

In your guys' experience, what was the typical response time for customer support tickets made through the admin site? (https://admin.powerplatform.microsoft.com/support)

I have two mid-level tickets submitted and one of them was submitted almost one month ago and the other made about 10 days ago but no official replies yet (aside from which language I would prefer for support).

I've kind of solved the issues in those tickets on my own but would like to know what everyone else's experience is with customer support for future reference just in case I run into future issues that I cannot successfully resolve.

Thank you in advance!

[Matthy79 · Accepted solution]

Hello @brianxp 

This depends on your subscription, the priority and the availability of the support team. Currently the last one seems to be not good at all.

Normally you receive an instant automatically created information that your ticket was received.

After that you receive another (that is my guess) automatically created email (I think they use Power Automate 😂) if the ticket was assigned to a user. It is something like:

Hello {{username}},

{{Nice starting words template}}

My name is {{Agent name}} and I'm the Professional Support who will be working with you on this Service Request (Tracking ID: {{Ticket number}}).

As far as I understand you have problems with {{Topic subject}}.

Please share your availability for a teams call.

{{Nice ending words template}}

This normally takes 0 to 2 days. Since 2-4 months the tickets take much longer and even after sharing the availability for a meeting (I even tried to share it during ticket creation but nobody is reading this or look at the screenshots) everything is taking much longer. Also the escalation chain is not working. I think they currently have troubles.

[tfraser]

Does anyone know a way to formally complain to Microsoft about their support for PowerApps? Especially about the service provided by Sonata Software who seem to be the company Microsoft has teamed-up with to provide support for PowerApps?

On the few times I've resorted to using the official support process I've found the service to be atrocious.

The people who you speak to initially seem to have very little understanding of the product suite and require multiple Teams calls to fully record the issue. The issue eventually seems to get some sort of technical attention but the resolutions they suggest have never worked in my experience. In the end I always end up solving it myself or taking a different path.

I have a ticket open now which is a complete block on being able to implement any changes as I can't import solutions. This has been open for one month. I've had an email today and last week with exactly the same message and exactly the same outcome 'we've successfully executed a script on a test environment, please try now' - the issue is not resolved. I am not convinced they have tried to import the solution I provided them, and they haven't given any detail about what this 'script' was support to do.