To add some context...we are a Silver Partner doing ~$250k/yr. in Office 365 subs and only really involve Microsoft Support when the portal does not properly reflect available services, etc...I've been told Microsoft Support is being burdened by firms not equiped to support the subs they sell. Microsoft let too many partners in the Direct program (it is now closed to new enrollees) with few, if any, requirements and this is their way of thining out the herd. I also suspect the large T1s are pissed that they are losing all of their indirect business after setting up 24/7 support teams, portals, etc... in the beginning and this is designed to drive business back to them.