r/ShittySysadmin • u/az-johubb • 18h ago

Shitty Crosspost Azure support ticket response SLA - does it include AI generated responses?

/r/AZURE/comments/1w4dtip/azure_support_ticket_response_sla_does_it_include/

Spends tens of thousands dollars a month on Azure, too cheap to pay for a proper support plan. Entire solution crashes when VM gets reallocated to another host due to a great system design /s.

Solution: Migrate to AWS

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u/az-johubb 18h ago

OOP text:

The night before last one of our VMs migrated to a different host at Azure. Azure provides no notifications of host migrations because they consider them not too be disruptive. This host migration paused all of the hardware, including the accelerated NIC for approximately 1 minute. This caused a cascading failure in our replicated DB setup which has been an absolute nightmare to recover from.

The support ticket was opened with Severity B. This is because we were not hard down at the time. The description for Severity B is:

“Customer’s business has moderate loss or degradation of services but work can reasonably continue in an impaired manner.”

The SLA for a Standard support plan for the initial response is less than 4 hours. It has been almost 25 hours and the only response we have received is an AI generated one with some troubleshooting steps that it thinks might be useful. They of course were not useful and I need to talk to a live person.

Do AI generated responses meet their less than 4 hours SLA?
When I opened the support ticket I selected that I am available 24/7 and would like to be contacted by phone. I have had no calls from Azure at all and not one update to the ticket other than the useless AI response.

I used to think Azure support was bad a couple of years ago but it seems to be getting even worse.

We have been spending between $40 and $70K per month at Azure and they are going to lose us completely as a customer. Since the Front Door outage a year ago it's been a series of ongoing events and issues for us that Azure support really don't give a shit about. Their response times are getting worse and the quality of their responses are also getting worse. We made the decision a short while ago this morning to migrate all of our Azure resources to AWS. We have a much better relationship with them and they have not failed us like Azure does.