Kendra Little shares several tips:
Asking Microsoft for support for SQL Server or Azure SQL is a lousy experience these days. This is true whether you are using a cheaper service tier or the more expensive support tier formerly known as “Premiere Support.” Either way, I’ve found the same issues: as the person requesting support, I must know a whole lot about the root cause of my problem and how to solve it, or my request will be dismissed with misinformation. I need to have data and metrics that back up my claims in order to get the ticket escalated to someone who can help, and I will need to provide those receipts three or four times. Once something is escalated to the Product Group, I may get a helpful response, but it will generally take a while. If I’m not engaged directly with the Product Group and the answer is being relayed through a lower support tier, it often won’t make much sense.
These issues don’t happen due to bad work ethics or personal failings of support workers. These are good humans, who are trying their best! The problem is worse, because it’s systemic.
Kendra’s specific advice is around Microsoft and the Azure SQL family of products (SQL Server, Azure SQL DB, Azure SQL Managed Instance) but the advice is sound for much more than that. This advice will help you out when dealing with the support organization for pretty much any large company.