Is Azure Support Always This Ineffective?

Alberto Brioschi

Thank you for reaching out and sorry for the issue you are facing. Could you please describe into more details the issue you are currently facing and the service tag.

Could you also the support ticket number.

Regards,

Oury

Hi Oury,

This are the details:

1. Production Downtime:

• Date of Discovery: June 18th, 2024
• Issue: Our CRM system, which is vital to our daily operations, was found to be non-functional.
• Initial Investigation: We quickly conducted an investigation and discovered that our Managed MySQL Database had undergone an automatic update on June 17th, 2023.
• Impact: This automatic update resulted in the deletion of one critical table within the database, causing an immediate and significant operational halt.

2. Backup Failure:

• Recovery Attempt: In response to the missing tables, we attempted to restore the database from backups.
• Outcome: The restoration process was unsuccessful, leaving us unable to recover the lost data and further exacerbating the downtime. Unknown error was returned by Azure.

3. Azure Support Response:

• Support Ticket ID: 2406180050001891
• Support Response: After days of "template" email, Azure Support claimed that the deletions were performed on our end, a statement that is unequivocally false.
• Severity Downgrade: Despite the critical nature of the issue, our request was downgraded from Sev A (production downtime) to Sev B. This downgrade is incorrect and fails to reflect the substantial impact on our business operations.

4. False Capacity Issue:

• Team Response: The Azure Postgres, MySQL & MariaDB (PaaS) team claimed that capacity for such databases had been exhausted in the West Europe region.
• Verification: This claim was evidently false, as we successfully redeployed an identical database within a minute of encountering this capacity claim. This false information further delayed our ability to address and resolve the issue.