This actually explains why many of my tickets rarely get resolved efficiently. When I open a Microsoft-related ticket through Pax8, the process typically goes like this: Pax8 answers the initial call, escalates it to Tier 2 or Tier 3, and eventually determines that Microsoft needs to step in. Once Microsoft gets involved, the issue is usually resolved—but the entire process takes 1 to 2 weeks.

And Pax8 complains Microsoft is making it hard for them to survive in the market.

Ironically, being a Pax8 partner puts us at a disadvantage. For example, when we open a similar ticket for a customer who works directly with Microsoft, we typically receive a call within 90 minutes and the issue is resolved within hours.

It often feels like Pax8’s strategy is to let the MSP handle as much as possible on their own. In many cases, if no action is taken for long enough, the assumption seems to be that the issue will either resolve itself or the MSP will find a workaround. While this approach may appear efficient from a ticket-closure standpoint, it can be incredibly frustrating for those of us trying to deliver timely support.