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Sometimes the thing that broke is in the Microsoft service itself, not in your setup. You should not have to work out which, and you should not have to explain your problem to a stranger who has never seen your tenant. Tell us what happened. We find out where the fault is, and if it is Microsoft's we carry it from there.
You keep one point of contact: us.
Six stages, in this order. Many tickets stop at the first one.
Before anything gets called a Microsoft problem, we look. Service health for the tenant, the configuration of the thing that broke, and whether the same fault appears for one person or everybody. Many tickets end here, because the fault is often something we can change ourselves — which is faster for you than any case ever will be.
A problem nobody can reproduce is a problem nobody will fix. We establish exactly what triggers it, which accounts it affects, when it started, and what a working case looks like next to a failing one. That comparison is usually what makes the cause obvious.
Correlation and request IDs, message traces, timestamps in UTC, the affected user principal names, the exact error text, and the tenant ID. This is the difference between a case that gets worked and a case that comes back asking for details a week later.
We open the support request for your tenant and write it up ourselves — the reproduction, the evidence, the impact in terms of people and business hours lost. You do not describe the problem twice and you do not sit in a queue.
Someone here owns the case until it closes. We answer Microsoft's follow-up questions, supply further traces when they are asked for, and push back when a case is closed without a fix. Waiting is not the same as tracking.
What is broken, what the workaround is, what Microsoft has said, and when we next expect news — from us, not from a portal you have to check. When it closes we tell you what the cause was and whether anything needs changing at your end.
Send these with the ticket and the case gets raised the same day rather than after a round of questions. If you do not have all of them, send what you have — we will fill the gaps from the tenant.
Never send us a password. We do not need one, and we will not ask for one — if anyone claiming to be us does, that is not us.
We raise Microsoft cases through the ordinary support channels available for your tenant. We do not have a private hotline into Microsoft engineering, we cannot make Microsoft fix a platform bug faster than Microsoft fixes it, and no one at Microsoft is assigned to your account.
What we do have is the evidence-gathering, the writing-up, the chasing, and the ownership — the work that decides whether a case moves at all. That is the part we take off you.
When an incident is affecting many tenants at once there is no case to raise — there is an incident to follow. We watch service health for the tenants we manage, tell you what is affected and what the workaround is, and confirm when it is genuinely over rather than when the status page turns green.
Open a ticket and pick the Microsoft 365 topic — it asks for the tenant domain, the affected service, how many people are hit, and how urgent it is, which is most of what a case needs. Response commitments start at 2 business hours on Scale; business hours are Monday–Friday, 9:00 AM – 6:00 PM Central.
The fastest route with the details already structured.
Go to support+1 (314) 339-4936 · Monday–Friday, 9:00 AM – 6:00 PM Central
Suspected compromise? Always call.A good share of what looks like a Microsoft outage is a rule, a permission, or a DNS record.
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