Download the 5 Secrets About Microsoft Support Cheat Sheet
Secret #1: Microsoft will tell you that your Enterprise Agreement (EA) and Unified contract need to be in the same window. Mmm…no.
- Bundling the Enterprise Agreement (EA) and Unified Support contract together allows MSFT to hide costs and increase margins.
- EA contracts are for a 3-year term, which locks you in and removes the opportunity to save millions of dollars with viable alternatives to Unified.
- To reduce overall spend, negotiators and IT Procurement need the freedom to analyze Unified Support costs outside the EA.
Secret #2: Microsoft claims that Unified Support is “Unlimited.” Again, no.
- You can have annnnnything you want… as long as you want reactive support or online DIY tools.
- You’ll need to buy proactive support credits for engineer-led proactive services, DSE, support for mission-critical, Azure Rapid Response, and a host of other add-ons. Plus, a 30% TAM fee.
- US Cloud, by contrast, offers a full Proactive Support Catalog – and you only ever pay for hours you need.
Secret #3: The quality of service from Microsoft is getting worse. (Even though you’re paying more.)
- Microsoft does not have the bandwidth to fully support Unified clients opening tickets “as needed.”
- Companies reporting falling MSFT support quality went from 17% in 2018 to a whopping 88% by end of 2021.
- Complaints we’ve heard from MSFT customers:
- Lengthening support response times
- Endless engineer transfers
- Needing to “start over” multiple times
- Dialect and communication issues
- Getting “ghosted” after initial engagements
- Lower-level engineers acting as barriers
- CSAM’s inability to effectively expedite
- Pervasive use of ineffective offshore engineers
Secret #4: CSAMs have replaced TAMs – and your needs aren’t their priority. Selling is.
- TAM: Technical Account Managers plan, manage and review the delivery of support services that drive outcomes. The TAM is also an escalation point, ensuring the client receives a world class support experience. TAMS are no longer available from Microsoft.
- CSAM: Customer Success Account Managers are the new primary customer facing role at Microsoft. Their business priority is the customer’s successful adoption and productive use of Microsoft Cloud technologies.
Secret #5: Think you can’t outsource to a third party? Think again. Microsoft is already outsourcing your tickets.
- Third-party vendors, often out of India, are doing much of the break-fix work, resulting in slower response and ticket resolution times, not to mention serious security risks when data is shipped offshore.
- Look a little closer. If email signatures from MSFT Support contain a “V -” you’re dealing with a third-party, non-Microsoft vendor.
- Why pay for Microsoft to outsource to Tata when US Cloud delivers lower costs and higher quality support all based in the US?