Audience: customer IT teams
Before escalating, have this ready
- Time of issue
- Browser used
- Exact error message (or screenshot)
- What the user was trying to do
- Number of users affected
- Steps already taken
Escalate if
- sign-in problems affect multiple users
- the Azure “enterprise application pending approval” message appears (route to Global Admin, and let the platform team know)
- permission issues don’t match expected group setup
- upload failures affect multiple users
- the issue looks like a platform defect
- the fix requires admin or backend access
What first-line support should not attempt
- changing platform configuration
- changing persona access rules
- changing authentication settings
These require platform team access — escalate rather than attempting a workaround.