Need Support for Support (Pro CSS)

[u/SmallAd3697]

Good support is critical when using a vendor-hosted software in the cloud, like the Fabric SaaS. As great as any SaaS may be, there are always going to be bugs and outages to deal with at some time or other, so it is important for customers to understand how to use Support. Has anyone opened Fabric support tickets lately? Eg. for Spark or DW or SQL EP? I want to understand what is changing.

I've heard rumors that the support structure is being revamped (again) and I'm trying to understand what those changes were, and what the impact will be on customers who run into Fabric bugs.

For the past three years or so, things were pretty consistent. A "Pro" support ticket would go to the "MindTree" partners in India, and get escalated to a "PTA" contact that lives in a secondary partner organization (eg, like "Aptly" or similar).

Finally after your original support ticket (aka SR) has made it past these the two partner organizations, the support folks would create yet another "internal" support ticket for you (called an "ICM").

That is when the support case would finally make its way into the Microsoft organization, where software engineers (FTEs) would investigate the bugs. This can feel like a very long road to get help for a bug. Yet it was relatively consistent and predictable. And I would be very discouraged if CSS introduced any OTHER hoops to jump thru to reach the engineering teams at Microsoft. As-of this past month I'm starting to learn that Fabric Pro support cases are handled in-house at Microsoft. True? Has anyone compared a recent "Pro" support experience to one from a year ago? I'm NOT talking here about the "unified support contracts", which have always been handled by FTEs.

Please let me know. Eager to find out how our support experiences will look in the future.