How to Survive Opening a Microsoft Support Ticket for SQL Server or Azure SQL
Asking Microsoft for support for SQL Server or Azure SQL is a lousy experience these days, whether you’re using a cheaper service tier or the more expensive support tier formerly known as “Premiere Support.” You need to know a lot about the root cause of your problem and how to solve it, or your request will be dismissed with misinformation. You’ll need data and metrics to back up your claims to get the ticket escalated, and you’ll need to provide those receipts multiple times. Once escalated to the Product Group, you may get a helpful response, but it takes a while. If the answer is relayed through a lower support tier, it often won’t make much sense.
These issues aren’t due to bad work ethics or personal failings of support workers. These are good humans trying their best. The problem is worse because it’s systemic.