Generally as far as first line support goes, everything is outsourced to India. Cheaper, on paper.
Anectodically, I tried to get support for something unrelated: I’m trying to use IMAP sync support in Outlook.com, but it refuses to work properly with iCloud-IMAP but doesn’t give any error message either. As a paying M365 subscriber I expect proper support. I tried over five times to get support, and every time it ended in frustration. Every time I got someone who either doesn’t understand to product, says IMAP support is not available and deprecated (it is not! I was able to set-up a different IMAP provider just fine), or I got redirected to the Windows or Office support team, who then couldn’t help me and closed my ticket.
Anectodically, I tried to get support for something unrelated: I’m trying to use IMAP sync support in Outlook.com, but it refuses to work properly with iCloud-IMAP but doesn’t give any error message either. As a paying M365 subscriber I expect proper support. I tried over five times to get support, and every time it ended in frustration. Every time I got someone who either doesn’t understand to product, says IMAP support is not available and deprecated (it is not! I was able to set-up a different IMAP provider just fine), or I got redirected to the Windows or Office support team, who then couldn’t help me and closed my ticket.