For the first time in a long while I had to log a Service Request ticket today for Lync in Office 365. My experience in the past of support via Service Requests has been pretty poor with bad response times, and poor quality solutions.
This time however I was pleasantly surprised by an email response from an actual person, followed minutes later by a telephone call from the same person. We talked through the problem without need of the usual rigid first line ‘crib sheet’ style troubleshooting, and quickly got the logs off to Microsoft. During the call I saw my service status updated to show that there was a problem and I received regular updates with progress.
This is where support from MS for O365 needed to be from the get go, and I’m very pleased to see it reach this point!
I’m also pleased to say the problem was resolved pretty quickly too!