Critical MS Premier Support tickets are now taking weeks to fix instead of hours. Unified’s new “as needed” model has pushed Microsoft’s Support services beyond capacity.
Audience: Microsoft Vendor Management | IT Sourcing & Procurement | CIO
US Cloud executives spoke to over 100 former and current Microsoft Support clients who all shared one major concern about Premier Support – quality has been in decline for years and is now forcing IT leaders to take action. Either build out their own teams or seek an alternative.
2017 through 2022 enterprises sought out an alternative to Premier because it was becoming too expensive. US Cloud’s primary audience was procurement teams looking for cost savings. Now in 2023, IT leaders are seeking out US Cloud as an alternative to Premier’s failing quality.
The 2022 Gartner Xpo IT leader conversations affirmed “failing support quality” as their primary driver to seek out an alternative to Microsoft Premier Support. All in an attempt to contain the meltdown accelerated by Unified.
A Microsoft support meltdown is the worst case scenario for an enterprise with mission-critical functions relying on Microsoft technologies, causing widespread prolonged service outages impacting thousands of end users and customers.
Microsoft Premier Support quality has been decaying over time but has been in free fall since the introduction of the “as needed” Unified support model. Since 2017 there have been thousands of organizations reporting MS Premier Support quality meltdowns of varying severity throughout commercial and public sector industries.
A meltdown occurs in an enterprise when critical support tickets aren’t being resolved within a reasonable time period. There are not enough MS support engineers to keep up with the swelling volume of tickets being generated by Unified.
As a result, crit-sit and escalation points become overwhelmed forcing CSAMs to spend their time managing tickets for their customers. The service delivery teams become so hot that they reach their melting point, burning out, and forcing Microsoft to bring up more offshored resources to attempt to contain the meltdown.