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.
The Initial Response Time (IRT) and Escalation SLAs form the backbone of the US Cloud ticket processing framework.
Both SLAs are financially backed and unique to US Cloud.