We Were Impacted by Azure Downtime, Open Support Case Ignored: Seeking Mandatory Credit & Assistance

Hello Q&A community,

We are writing to raise a serious concern about our support request # 2510290040010571, opened in relation to the significant outage on October 29, 2025 (which affected Azure services globally). Despite the magnitude of the incident and the serious business impact we experienced, we have not received any meaningful response — no email, no phone call, no escalation. This is unacceptable given our operational dependency and the scale of disruption.

Impact summary:

• Our production workloads on Azure were impacted, forcing us to trigger mitigation procedures.
• We incurred unplanned manpower hours, workaround costs and productivity loss.
• The lack of timely support compounded the outage impact: we lacked guidance, escalation, or check-ins.
• We expected better from Microsoft given our contract and reliance on your platform.

What we request:

1. A service credit o reflect the business disruption, costs and expectation of service.

A dedicated mitigation support engagement:

A phone or Teams call with an Azure support engineer to walk through what went wrong, confirm RCA timeline, and what you’re doing to prevent recurrence.

  A review of our environment (with your assistance) to ensure we’re as resilient as possible and identify mitigation improvements.

  
     Transparent communication: who is our point of contact, when we can expect updates, and what the timeline is.

     
     Confirmation of receipt of this post and a timeline for your response (we request acknowledgement within 5 business days, full resolution plan within 10 business days).
```**Why this is justified:**

The outage was major, unexpected, and had downstream business impact for us.

Our request is proportionate to the damage and the lack of response we received so far.

We believe Microsoft has a service obligation and you have an opportunity to show partnership rather than frustration.

We value our relationship with Microsoft Azure but we must emphasise that our business expectations were not met. We hope this issue can be resolved promptly and amicably.

Thank you for your urgent attention.**What we request:**

1. A **service credit** to reflect the business disruption, costs and expectation of service.

A dedicated **mitigation support engagement**:

   A phone or Teams call with an Azure support engineer to walk through what went wrong, confirm RCA timeline, and what you’re doing to prevent recurrence.
   
```javascript
  A review of our environment (with your assistance) to ensure we’re as resilient as possible and identify mitigation improvements.

  
     Transparent communication: who is our point of contact, when we can expect updates, and what the timeline is.

     
     Confirmation of receipt of this post and a timeline for your response (we request acknowledgement within 5 business days, full resolution plan within 10 business days).
```**Why this is justified:**

The outage was major, unexpected, and had downstream business impact for us.

Our request is proportionate to the damage and the lack of response we received so far.

We believe Microsoft has a service obligation and you have an opportunity to show partnership rather than frustration.

We value our relationship with Microsoft Azure but we must emphasise that our business expectations were not met. We hope this issue can be resolved promptly and amicably.

Thank you for your urgent attention.

---
Moved from: Community Center | Not monitored