Microsoft Entra ID

Formerly Microsoft Azure Active Directory

A little hard to reach at times

The depth of the product and its services offering, security at par and all security standards are followed, quick turnaround time which helps an organization to take quick decisions, visible ROI, and value for money. It is available in all sizes (Small, Mid, Large), and reduction in day-to-day operational costs helps administrators to focus on other critical areas.

Their Support team is fairly responsive and knowledgeable,

Support tickets are acted upon quickly and are usually resolved well. Sometimes issues are hard to push beyond level 1 tech support and prove they are a bug not an implementation issue.

Support is handled offshore and you must send in a request and then schedule a callback. Near real-time support is very problematic. Additionally, you will go through the tiering system. Level one staff at Microsoft have a lot of checkboxes to go through before you are handed to the next tier.

Communication with offshore tech support is a true challenge.

I have no personal experience with support. But according to my colleagues it was good. I've not asked in more detail, so my answer may not reflect their actual experience. "Good" to me means "at least an 8."

I am giving this a 5 (middle of scale - neither great nor terrible) as it's N/A for me as I've never had to open a support ticket related to Azure Active Directory. Never had an issue or outage that required a ticket. In general of MS support system and KB, I will say that in general they are not great (maybe a 6 or 7 out of 10).

Microsoft has offered Azure Active Directory as a solution for a couple of decades now, so they have seen and anticipated almost any issue that an organization may face and can therefore help. The cloud offering of Azure Active Directory offers some additional "self healing" or monitoring services that can minimize the need for a service call. However, as with most large companies supporting a fast growing market, there may be some gaps in service knowledge (and particularly processing) from the front line / tier one staff as they follow a corporate script at first contact.

I'll give it a ten out of ten since I've never needed to use their support services. There is extensive information available online.

Responsive support and relatively good documentation.

I mean, it is Microsoft. So contacting them for support is nearly the last resort. You'll go to forums and TechNet long before contacting Microsoft. This is where other companies shine above Microsoft, because they have support to offer. You will find more online support for Azure than for other companies, primarily because it is so widely used. Techs like helping other techs. With the number of companies using Azure, there is a tremendous amount of support found online on many websites. If you cannot find your question already answered somewhere, guaranteed someone will answer your posted question within hours.

Microsoft's product support is second to none. This is a trend I've seen with most of the Microsoft products I've used.

Microsoft support is great. Though the first call to support is sometimes a hit-or-miss as sometimes the person is not knowledgeable enough or doesn't understand the question and/or what steps you already have done. But overall our experience with Microsoft Azure Active Directory support is good.

I've only had to open a few support cases with Microsoft for Azure AD. In each time it was because there was a sync error between our on-premise database (the local copy of the AD) and Azure's copy. The AAD copy of the AD has some user and computer attributes that admins can't change using the AAD console. But that's so that we, as humans, don't accidentally break the database. Whenever there has been a sync conflict that i could not resolve following there (usually excellent) instructions for doing so, I have opened a support case. I can count those cases on one hand after nearly three years of lice production use of AAD. Each of those cases was resolved within a few days and in no circumstance was the affected user or computer unable to authenticate, although they may have been unable to access their email for a brief period during the troubleshooting. It's quite a bit better than other Microsoft support, in my opinion.

Its a great tool to prepare the infra on cloud. Everything on single pane and seemless/effortless .. great tool/product

Support is great, and provide insightful solutions whenever there is a problem.