Hi Graham

I have had a response from The support Engineering Manager at Microsoft

He says

Our apologies, to hear about the customer not being happy with the support or the length of this ticket’s resolution.

When this SR was created the Org instance was in a disabled state, Our engineer reached out to the team and updated on successfully enabling the Org instance.

Support engineer Vinay, began his investigation based on the Org URL from the Support request drove the ticket with a reset on 9.0 version, during his connect with the team for a remote session, The reset functionality did not function as expected. Hence, to fulfil the UI reset for 9.0 version, Vinay had to engage our internal team to get this addressed. This team was overloaded with volume at that point in time. Though he had placed a request with the team to expedite.

Besides, if there were emails at regular intervals from our engineer on keeping the team posted with the case’s progress. Customer would have been in a better position

Once again, our apologies for the inconvenience you have had on this Support request. I will relay the feedback to our engineer asking him to keep all our customers updated at regular intervals and prioritise cases pending with the internal team for action. Let us know if we could be of any other help to you

We appreciate your patience and cooperation
Have a good day !

Regards,
Syed Kabir Ahmed
Support Engineering Manager

Hopefully the support engineer will take this on board and ensure customers are kept aware of the situation

Regards

Paul Barnes
Support Team Leader

QGate Technical Services – 17 Sep 18

Hi Graham

This issue did take far longer than usual to resolve - this is one of those occasions where we were at the mercy of the vendor. That said, we do try to keep the customer updated on the current situation at all times.

I will pass this on to the vendor and if I get a response on this I will feed it back to you.

Regards
Paul Barnes
Support Team Leader

QGate Technical Services – 10 Sep 18