Server 2016 Tech Support's not responding to case



When you purchase tech support w/ a "Critical" issue, they are supposed to respond WITHIN 2 hours. I'm working on 3. So I called tech support & they can't put me through to someone & they can't tell me when I will get assistance.

I have to say that this is a first for me to not get a response, but it's also rare that I contact them. If it was a non-critical issue, not a big deal. But I am DOWN! And Microsoft doesn't seem to care much to help me.
Has anyone else ran into this complete lack of support/assistance from M$? Is this the "new and improved" tech support from M$? If so, I think it's time that they rethink this model.

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