How do you get Microsoft Support to actually respond to support requests?

Question

How do you get Microsoft Support to actually respond to support requests?

DPF SysAdmin 0

We're a small non-profit with an active Microsoft Azure Sponsorship agreement. We have three tickets open requesting support in resolving an issue where our credit card on file is being charged instead of counting against our Microsoft Sponsorship credits. The sum has grown to about $500 at this point - small change for most but major waste for our organization.

One ticket has gone 38 days with zero response. Another 27 days with zero response. The issue occurred again this month so just submitted another ticket.

We have the Developer level support plan with an 8hr e-mail response SLA.

Question for this forum: Any tips on how to get Microsoft to respond within their contractually agreed time window? Should we just dispute and reverse the charges with the bank each month?

We fully understand that Microsoft has no intention of ever supporting customers to any sort of acceptable level, so just looking for how others have been able to navigate this in the past to minimize headaches.

Microsoft staff: IDs are 26xxxxx283, 251xxxxx57, 2512xxxxx18

Vallepu Venkateswarlu 10,590 Reputation points Microsoft External Staff Moderator

2026-01-16T07:11:23.99+00:00

Hi @ DPF SysAdmin,

Welcome to Microsoft Q&A Platform.

Hope you have created the Billing support request using the link below.

https://azure.microsoft.com/en-us/support/create-ticket
Vallepu Venkateswarlu 10,590 Reputation points Microsoft External Staff Moderator

2026-01-21T06:57:52.61+00:00

Hi @ DPF SysAdmin, We have escalated your request to the concerned team for a faster update. The team will review the issue and get back to you within 24 hours. We will also follow up with the team.
DPF SysAdmin 0 Reputation points

2026-01-26T09:48:49.55+00:00
The ticket finally received a response from Microsoft support on Jan 22, 2026. This is 48 days after the initial support ticket was opened and 47.66 days beyond the service level agreement.

They called multiple times at 1:00 AM and several other times outside of business hours despite very explicit requests to use e-mail only.

They closed two of the three tickets as duplicates though they were not duplicates, but separate invoices that needed addressed.

The credits have not yet been deducted from our Azure Sponsorship.

We're awaiting refunds to be confirmed as received on the original credit card payment method. Will update this post when that occurs.

The originally posted question is still open and has not been answered:**
How do we get Microsoft Support to respond to tickets within the agreed SLA after they're opened?**

Your answer

Vallepu Venkateswarlu 10,590 Reputation points Microsoft External Staff Moderator

2026-01-16T07:11:23.99+00:00

Hi @ DPF SysAdmin,

Welcome to Microsoft Q&A Platform.

Hope you have created the Billing support request using the link below.

https://azure.microsoft.com/en-us/support/create-ticket
Vallepu Venkateswarlu 10,590 Reputation points Microsoft External Staff Moderator

2026-01-21T06:57:52.61+00:00

Hi @ DPF SysAdmin, We have escalated your request to the concerned team for a faster update. The team will review the issue and get back to you within 24 hours. We will also follow up with the team.
DPF SysAdmin 0 Reputation points

2026-01-26T09:48:49.55+00:00

The ticket finally received a response from Microsoft support on Jan 22, 2026. This is 48 days after the initial support ticket was opened and 47.66 days beyond the service level agreement.

They called multiple times at 1:00 AM and several other times outside of business hours despite very explicit requests to use e-mail only.

They closed two of the three tickets as duplicates though they were not duplicates, but separate invoices that needed addressed.

The credits have not yet been deducted from our Azure Sponsorship.

We're awaiting refunds to be confirmed as received on the original credit card payment method. Will update this post when that occurs.

The originally posted question is still open and has not been answered:**
How do we get Microsoft Support to respond to tickets within the agreed SLA after they're opened?**