US Cloud Can Escalate Support Tickets to Microsoft As Needed.
Less than 3% of US Cloud tickets get escalated to Microsoft. Support tickets go to MSFT as needed per our financially backed Escalation SLA.
Written by:
Rob LaMear
Published Jun 22, 2021
US CLOUD CAN ESCALATE TO MICROSOFT
Less than 10% of all US Cloud tickets get escalated to Microsoft. US Cloud support tickets are escalated to MSFT as needed per our financially backed Escalation SLA.
Audience: IT Sourcing, Procurement and Vendor Management | Enterprise IT Executives
Less Than 10% Escalated to Microsoft
In the past 12 months, US Cloud has escalated less than 10% of its total support tickets to Microsoft.
In any given month, US Cloud resolves an average of 75-78% of MSFT related cloud and on-premise enterprise support tickets.
These include all incident severities 1-4 (1 being critical) and all engineering support levels 1-4 (4 being highest).
Our MSP Elite Network resolves an average of 15-18% per month and the balance of the tickets are escalated to MSFT for cloud tenant or code related issues.
Gartner Verified Escalation Process
US Cloud is entering its 25th year of Microsoft support and its 3rd year of identification by Gartner as an alternative to Microsoft Premier/Unified support.
Since Gartner’s naming of US Cloud as the only viable independent third-party Microsoft support provider in its report in 2020, Gartner has spoken to many US Cloud customers and can verify our ability to escalate support tickets to Microsoft as needed.
Consult your Gartner representative or get the report here.
Financially Backed Escalation SLA
The ability to escalate issues to Microsoft is important to US Cloud enterprise customers. As such, US Cloud offers an Escalation Service Level Agreement (SLA) in its Master Service Agreement (MSA).
The Escalation SLA gives US Cloud clients assurance that unresolved tickets will time out within certain time parameters based on technology, severity and complexity and be automatically escalated to Microsoft.
Both SLAs are financially backed and unique to US Cloud.
Rob LaMear
Rob LaMear revolutionized the tech industry by being the pioneer who first offered SharePoint Portal Server 2001 as a cloud-hosted service. His close collaboration with Microsoft was instrumental in sharing multi-tenant expertise, paving the way for the development of SharePoint Online. Today, Rob's company, US Cloud, stands out as the only third-party support provider recognized by Gartner as fully capable of replacing Microsoft Unified (formerly Premier) support. His unwavering commitment to innovation and excellence ensures that US Cloud remains a trusted partner for enterprises globally, consistently delivering world-class support to organizations reliant on Microsoft software.
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