Azure support request 2609300050004058: Severity B, no engineer assigned and no response after 8 days

Hello,

We raised Azure support request 2609300050004058 on 30 September 2026 under our Partner Cloud Support plan. Eight days on, the only response has been the automated reply on the day it was opened.

1. It was raised at Severity C. The response target expired on 1 October with no contact.
2. We raised it to Severity B on 2 October. Still no engineer assigned and no response.
3. We've chased in the case thread on 1 and 4 October, again with no reply.
4. Phoning isn't an option – the UK business support line hung up on me, and as far as I can tell there's no inbound phone route for Azure technical support. I've now switched the case's contact method to phone.

It affects a production VM.

Why is there no response on a paid support plan, and what's the right route to get this case picked up? Could someone from Microsoft please look at the ticket and get an engineer assigned?

Thanks,

Joel