I guess only basic since our main provider is Google, not MS.

We do use Azure for small stuff, but too small for any special support channel.

It may be worth it just to sign up for this one ticket. If you're lucky you can get it done with one months worth of support.

Ah, but we have purchased 1 license of MS365 precisely to help triage this issue and open a support ticket but the agent is as clueless as we are....

What does that acronym mean? I'm not sure if you made a typo or if it's very unfortunate naming.

IIRC Microsoft somewhat recently changed the positions name to Customer Service Account Manager. Absolutely wild nobody on the inside spoke up about this one, but with how awful Microsoft is at naming things generally I could see anyone who knew deciding to just watch it play out.

Customer Success Account Manager.

Formerly TAM.