I got a modestly-similar situation resolved by buying a support package and spending 4+ hours across ... not sure, but probably 4-5 support calls? It's been 5 years. If memory serves it was the $200/mo support package for Azure.

In retrospect, I should have not spent 3 weeks trying to get their incompetent software to work and just gone straight to phone calls. And at least in my case, the support agents seemed broadly unfamiliar, but seemed to have access to higher-priority internal case submission which did finally get to someone who could fix my issue.