What to do when support tickets are ignored?

[Nuvium]

Support tickets at the very least come with an 8hr response but what happens with 8hrs becomes 8 days+. A simple onboarding has turned into a nightmare when EVERY document has been provided and ZERO response is given.

We have customers ready to use the service but can't sign up toi supply it. The O365 team are great and respond instantly but the MPC team do not exist and if they do I suspect it's one person handing a global service. 

How do you progress a ticket when it's being ignored.....

[Nuvium]

Anyone who encounters this shambolic onboarding is going to have a nightmare dealing with a faceless organisation. To use the term "Partner" suggests some form of two way relationship but this is anything but and after weeks of no communication you end up with someone (bot?) simply refusing on the grounds that you haver not provided the information that you clearly haver provided......ARGHHHHHHH! Welcome the world of cloud services where ownership and responsibilty are long gone.

How can one side (CSP) manage to process the same information yet the MPN side fail over and over. 

What is the escalation process because no one answer the phone at the Partner Centre............

[Andra]

Hi @Nuvium ,

Can you send me  PM with your case # please?

Thanks,

Andra