No response from Microsoft Support after 6 days for billing issue

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2026-10-15T09:22:54.4666667+00:00

Hello, I have raised a support ticket regarding a billing issue (severity C, basic plan) and I have yet to receive a response after 5 business days. Does anyone know what the average timeframe is for cases raised using the basic support plan?

Cost Management
Cost Management

A Microsoft offering that enables tracking of cloud usage and expenditures for Azure and other cloud providers.

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  1. AI answer

    2026-10-15T09:23:06.37+00:00

    For a billing issue on a basic or standard support plan, the documented initial response time is based on severity:

    • Severity C: less than 8 business hours for standard/subscription support
    • Severity B: less than 4 business hours for standard/subscription support
    • Severity A: less than 1 hour, 24x7

    Initial response time means the time from submitting the request until a support engineer first contacts and starts working the case. It is not a resolution SLA.

    After 5 business days with no response on a Severity C billing case, that is well beyond the documented initial response target.

    References:

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