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UK Partner Zone Discussions

A dedicated area for UK Partners to connect around readiness events and content at a local level.

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partner support benefit, no engineers available



just wondering if anyone has any idea what I can do here, we are trying to use our support incident that we get as part of being a silver partner, it's for an On prem 2019 RDS server.


I have logged a case as critical but got an email back the next day saying there were no engineers, I have not been contacted since and there has been no replies to my emails to the case.


I also logged a case in August and have not had a single reply to that one. 


what is going on here? why can I not get a response?


Hello @FTTom 

I'm deeply sorry for the support experience. While it is possible that due to high load it can take time until an engineer can start working, I would expect regular communication and response to inquiries.

Can you please post the ticket IDs for those two tickets so we can look this up?


Kind regards, Janosch
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