In the latest upgrade wave, a customer environment failed to upgrade. The notification email said that an explanation would be sent later, but nothing ever arrived. Having contacted Microsoft support, it turned out that the database was too large to upgrade in the available window, because the customer had copied their company so many times. The solution was to either get rid of some of the old copies or extend the window.

If you are going to promise a further response then please make sure that something is sent, even if it is just "something went wrong, we don't understand what - contact support", otherwise people are left waiting in the expectation of receiving some sort of guidance, which is a waste of time.

Better would be actually describing the fault so that we can sort things out for ourselves rather than calling support. If we had known it was simply a space/time problem then we could have dealt with it much quicker.

Also, standardise the layout of the emails with the environment name at the top. The success & failure notification emails show the tenant details near the top of the text. But on the "scheduled" notification, it shows the date & time at the top, and you have to scroll down to see the tenant details. When you are reading through lots of notifications for all the customers that you look after as a partner, it is tedious having to scroll down to see who the tenant is on each one.