They want us to support what?
Mission-critical SharePoint platforms had to work around the clock, so FPWeb found itself creating a complete, vertically integrated 24/7/365 global helpdesk to support clients. The service even boasted unheard-of initial response times of 6 minutes or less.
“And then in 2010, we started to notice something,” said LaMear. “A lot of these very large enterprises were actually putting in tickets well outside of the scope of what we were hosting for them. They were starting to send us tickets for things like active directory, system center and the list goes on and on.”
By 2012, FPWeb had responded to client requests and was fully supporting products like Exchange, eCommerce sites, QuickBooks, SharePoint, SQL, and dedicated Windows servers. Later that year FPWeb finally formalized and expanded Microsoft Support for Enterprise to feed the expanding demand.
The Biggest change in Microsoft Support in over a decade
Then in 2016, word trickled out of Microsoft regarding “Project Volta,” soon to become the most radical change in Microsoft product support since the creation of Premier. FPWeb’s leadership quickly recognized the impact this change would have on the market — and the demand that would soon develop for a better, more cost-effective alternative.