JonFincherMSFT wrote:I'm glad to see folks are getting updates this morning.
I hadn't been on this thread with updates earlier because I didn't have any - I didn't think regular postings of "We're still working on it..." would be helpful or welcome. Given the length of these threads and the PM's I get, it appears that was a mistake on my part - with apologies for going dark, I'll modify that in the future. As it is, I just got email about 30 minutes ago that this appeared to be fixed on our end - I had no indication of progress until then. To be honest, I saw the positive reports in this forum before I saw the email.
Here's my perspective, others may differ.
The fact that this breaks 3 or 4 times a year is not acceptable. The appearance, whether true or not, is that MS assigns this to the low man on the totem pole and no one watches it. It would be great if it was setup to notify people (more than one) on the MS end when it breaks. The customer should not be telling MS. THIS IS THE MAIN PROBLEM.
When it breaks, be proactive. Tell us (assuming you put in place something that catches it as I noted above). Communicate often. As you saw, that's what we're looking for. The fact that you got no updates when it was being worked on, and that you learned it was fixed when the customers told you, is a problem. Please get that fixed. We were within roughly 36 hours of no data. I'd love to get "hey guys, sorry but the data isn't being updated as of this morning. As you all have 12 days of data, it should be no issue. We are actively working on it and expect a fix within 48 hours". Followed by "hey guys, we fixed it, you should be all set.".
MS either needs to use Connect or not. We post issues, no one ever responds. If MS isn't using it, shut it down. But gives us a problem-reporting mechanism of some type that people (notice again the use of the plural) monitor.
We appreciate your honesty as to things to do better going forward, hopefully our honesty is also appreciated.