Has anybody managed to get Azure support on the phone? Do they honor their SLAs?

I have the highest support plan (Professional). I've opened Critical severity tickets. I specifically (and in an increasingly more desperate tone) asked them to call me back - that's an actual option when you create the ticket.

Nobody called - and this is way past the SLA.

With AWS, they call you back in 5 minutes and they solve the problem. Azure support so far is like a ghost town.

What's the secret sauce? How do I manage to get them on the phone?