Case Study: When Every Minute Matters, US Cloud Stays Until the End
(Even if the Issue Isn’t Microsoft)
Case Study Overview
When the client, a state-level governmental institution, encountered a critical application issue, their expectation was quick resolution. What they got from US Cloud was far more: a relentless, all-hands-on-deck approach that didn’t stop—even when the problem turned out to be outside Microsoft’s domain. The result? A satisfied client, a resolved issue, and a perfect satisfaction score.
Case Stats
Client Industry: Government
Technology: Microsoft Exchange
Severity Level: 1
Ticket Number: 113990
What Happened: A Severity 1 Crisis Unfolds
In this case, our government agency client logged a SEV 1 support case, escalating concerns about a possible Microsoft server malfunction. The issue was urgent, complex, and required immediate triage. As tensions rose and system performance hung in the balance, the client requested an escalation to Microsoft for deeper support.
However, the root cause wasn’t a Microsoft fault—it was later revealed to be corrupt files within a third-party application (L-Soft). Despite that, US Cloud’s team didn’t back down or walk away.
What US Cloud Did: We Stayed—Even When It Wasn’t “Our Problem”
US Cloud’s Technical Account Manager (TAM) immediately jumped in, leading with high-touch coordination and constant presence. While Microsoft’s support model typically siloes responsibility, US Cloud broke that mold by staying fully engaged throughout the incident, even after confirming the issue was third-party.
Here’s how US Cloud stood apart:
- Escalated the issue to Microsoft as requested—despite signs pointing elsewhere.
- Maintained full support presence alongside the client, even as the third-party application team (L-Soft) became involved.
- Analyzed Edge server logs and continued collaborating with the client until L-Soft could take over.
- Provided consistent technical continuity, ensuring no effort or troubleshooting insight was lost between hand-offs.
Even when Microsoft engagement required US Cloud to temporarily step back, the TAM remained in close contact through dedicated Teams channels—relaying updates, monitoring progress, and jumping back on the bridge as needed.
True Support Partners Think Outside the Box
What sets US Cloud apart from Microsoft’s Unified Support? We don’t follow strict support “lanes” or abandon clients when the problem crosses boundaries. We walk with them through the issue until the problem is resolved—regardless of the ticket’s original cause.
The result of that commitment? A 20/20 satisfaction score, a client who felt heard, and an issue resolved faster and with more care than they’d come to expect. All that, despite the fact that the Severity 1 case wasn’t caused by a Microsoft technology to begin with.
US Cloud didn’t just solve the problem. We proved what true partnership looks like—every hour, every step, every time.
