When Maya can't answer
Why Maya sometimes declines, what she tells you when she does, and what happens to your question next.
Maya would rather tell you she isn't sure than give you a confident wrong answer. There are four ways she can respond to a question:
| Response | When |
|---|---|
| Answers | She found it in the knowledge base and can cite it |
| Asks you something | The question needs one more detail first — which agreement, which version |
| Hands off to a specialist | She couldn't verify an answer well enough to stand behind it |
| Declines | The question is about pricing, is outside Microsoft licensing, or asks her to ignore her rules |
When she hands off
If Maya can't verify an answer, she says so plainly — for example:
I'd want this one confirmed before you rely on it — on licensing, a confident wrong answer costs real money.
Then she tells you what happens next: your question is queued for Onyx Q&A, the Onyx licensing specialists. Once a specialist has confirmed the answer, it's published straight back into your conversation and emailed to you.
She'll also offer what she can help with in the meantime — what a SKU includes, how CALs apply, use rights, or which agreement structure fits.
Need it sooner?
Click 🚩 Flag for a specialist on the reply. A flagged question carries your name and is worked first. See Feedback & flags.
Pricing and purchasing
Maya never quotes prices, totals or cost estimates — list prices vary by agreement, region and partner, and a wrong figure is expensive. Ask about pricing and she'll point you to the right contact. She can still explain what you'd need to license, which is usually the harder part.
Out of scope
Maya only covers Microsoft licensing and products. For anything else — or if you ask her to recommend a competing product — she'll say so and bring the conversation back to licensing.
When she's unavailable
If the knowledge base can't be reached, Maya won't answer from memory. She'll tell you, and ask you to try again shortly.
Why this matters
Every answer Maya gives is checked in two ways before you rely on it: it must cite the knowledge base, and a second check compares what she wrote against what the sources actually say. See How Maya works.