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3rd Party: A Microsoft Support Show – Microsoft Escalation (ep3).

Learn how third-party providers like US Cloud can escalate issues to Microsoft, ensuring top-tier support without the high cost.

Written by:

Mike Jones

Published Oct 15, 2024

Overview:

Can Third Parties Really Escalate to Microsoft? You Bet They Can!

In today’s episode, we’re tackling a common misconception in the world of IT support: the belief that third-party providers can’t escalate issues to Microsoft. Spoiler alert: We can, and we do!

Join Tipper O’Brien and Mike Jones as they spill the beans on how third-party escalations to Microsoft actually work. These support veterans have been in the trenches, and they’re here to set the record straight.

We’ll cover:

The real deal on third-party escalations
How Tipper and Mike navigate the process
War stories: when escalation saved the day
Why this matters for your bottom line

Thinking about ditching Microsoft Unified Support? Or just curious about what third-party providers can really do? This episode’s got you covered.

Tipper and Mike will break it down, no fluff, just facts. They’ll walk you through real cases where escalation made all the difference and share some insider tips on getting the most out of the process.

So, tune in and learn how third-party support isn’t just a middleman – it’s your secret weapon for tackling tough Microsoft issues. Trust us, after this episode, you’ll never look at third-party support the same way again.

Here’s the Full Transcript

Tipper O'Brien

Hi, everybody. Welcome again to another episode of Third Party, a Microsoft support show brought to you by your friends at U.S. Cloud. We are again joined by Mike Jones, our VP of Product Development.

Mike Jones

Great to be here, Tipper.

Tipper O'Brien

Today, we’re talking about FUD, an acronym that stands for fear, uncertainty, and doubt. One of the common concerns in this field is: If I’m a Microsoft Unified Support customer and I leave Unified, is my relationship with Microsoft over?

Mike Jones

No, that’s a misconception. Leaving Unified Support doesn’t mean Microsoft cuts ties with you completely. It just means you’re no longer using their support package, but you still have access to other Microsoft services and resources.

Tipper O'Brien

Interesting! So, what are some of the fears that Microsoft tries to instill in customers looking at third-party support options?

Mike Jones

Microsoft is excellent at sales and marketing, and part of that involves creating doubt about third-party providers. They might suggest that partners don’t have the right certifications, staff, or service delivery model to handle complex escalations. But in reality, that’s not true for many third-party providers.

Tipper O'Brien

Can third-party providers escalate issues back to Microsoft if needed?

Mike Jones

Absolutely. Many third-party providers, including U.S. Cloud, maintain a strong relationship with Microsoft. We have the ability to escalate issues directly to Microsoft on behalf of our customers when necessary. So, there’s no break in support or quality.

Tipper O'Brien

That’s reassuring for customers. How does the escalation process typically work in practice?

Mike Jones

Most customers work with a CSP (Cloud Solution Provider), who provides licensing and level one and two support. If there’s a more complex issue, the third-party support team, like U.S. Cloud, can step in to help with higher-level problems and escalate to Microsoft if required.

Tipper O'Brien

So, customers still get the peace of mind that their issues will be resolved, even when using third-party support?

Mike Jones

Exactly. Whether it’s through direct intervention or escalation, third-party providers ensure that their clients receive the same quality of support they would expect from Microsoft Unified Support, but often at a reduced cost.

Tipper O'Brien

So, Mike, how does going through a partner impact the support process? A lot of customers worry that adding a partner introduces an extra step in getting their issues resolved.

Mike Jones

That’s a common concern, but in reality, a strong partner can actually resolve most of the issues themselves without escalating to Microsoft. If you look at providers like U.S. Cloud, we resolve around 75% to 80% of all support cases without needing to go to Microsoft, saving the customer both time and money.

Tipper O'Brien

That’s a significant percentage. So, instead of adding complexity, you’re actually simplifying things for the customer.

Mike Jones

Exactly. A trusted partner can handle the bulk of the work while escalating only the truly complex cases that require Microsoft’s intervention. It’s about leveraging the partner’s expertise to minimize disruptions for the customer.

Tipper O'Brien

So, customers still have the assurance that they’re getting high-quality support without paying the premium for Microsoft’s Unified Support?

Mike Jones

Right. They get quality support from partners like U.S. Cloud at a lower cost, with escalations only happening when absolutely necessary. It’s a win-win for the customer.

Mike Jones

Mike Jones stands out as a leading authority on Microsoft enterprise solutions and has been recognized by Gartner as one of the world’s top subject matter experts on Microsoft Enterprise Agreements (EA) and Unified (formerly Premier) Support contracts. Mike's extensive experience across the private, partner, and government sectors empowers him to expertly identify and address the unique needs of Fortune 500 Microsoft environments. His unparalleled insight into Microsoft offerings makes him an invaluable asset to any organization looking to optimize their technology landscape.

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