Bottomline Technologies Success Story

How a Healthcare Payments Leader Reinvented Microsoft Support

Bottomline Technologies, a global provider of business payments and financial technology solutions, serves customers who rely on uninterrupted, high-quality service. For Director of Information Technologies Bob Love, delivering that reliability requires swift, expert remediation whenever a Microsoft platform issue arises.

But under Microsoft Premier Support, true technical help often lagged—impacting both internal teams and the healthcare customers who depend on Bottomline’s solutions. When rising frustration met diminishing performance, Bob sought a support model built for real-world urgency. That search led him to US Cloud, where he found a more responsive, more accountable partner.

Today, Bottomline has traded delay for decisiveness—and has renewed with US Cloud for years ever since.

Quick Stats

Organization: Bottomline Technologies

Location: New Hampshire, USA

Industry: Software

Size: Large (1,000 – 10,000 employees)

Why They Replaced Unified: Meaningless SLAs, Low-Expertise First Response, Delayed Support

Challenges with Microsoft Support

The team at Bottomline needed better support—not a sales pitch or another price increase—from their Microsoft Unified Support team. Beyond that, there are even more reasons why Unified wasn’t working for the Bottomline team anymore.

Superficial SLAs, Slow Real Response

Bottomline frequently needed deep expertise: SQL Server, Azure, networking layers, and more. Microsoft Premier’s first-response SLA offered fast acknowledgment, but no real action. Engineers capable of solving issues often took days to engage.

Non-Technical First Touch

Critical Level A tickets were met with a two-hour “call or voicemail,” but frontline staff lacked technical expertise. As the team at Bottomline shared, it often felt like Microsoft was “just punching the ticket.”

Subject Matter Experts Arriving Too Late

The real technical support rarely aligned with the urgency of Bottomline’s customer-impacting incidents. Tickets would “sit and decay,” exposing Bottomline to unnecessary risk.

Concerns About Leaving the OEM

Switching away from Microsoft created natural hesitation. Would US Cloud have the depth of engineering talent? Could they match or exceed Microsoft’s capabilities? Pre-sales meetings eased those concerns—but the proof would come during real incidents.

Bottomline’s defining moment with US Cloud arrived during a high-severity Azure outage affecting several healthcare clients. At the same time, multiple internal engineers were unexpectedly unavailable.

The team at Bottomline needed immediate multi-discipline support. They opened a critical ticket with US Cloud, and within one hour four highly specialized engineers joined the incident bridge.

The problem required deep collaboration across firewall rules, cloud load balancers, and ACL configurations. US Cloud’s cross-functional team rapidly diagnosed and remediated the disruption, restoring service for Bottomline’s customers.

As Bob Love put it:

“They didn’t just bring the right guys—they brought the cavalry. It was unlike anything I had experienced with Microsoft in my eight years of being with Premier. We made the right choice.”

Why US Cloud Works for Bottomline

Bottomline Technologies is a longtime customer of US Cloud. For the following reasons, they have found the support value they were looking for—enough to renew their support contract year after year.

Real Engineers from the First Touch

No ticket punching. No superficial escalations. US Cloud connects clients directly with senior engineers who can immediately add value.

Accelerated Time to Resolution

Critical incidents demand urgent expertise. US Cloud’s model centers on fast, meaningful engagement—often assembling a multi-discipline response team within an hour.

Proven Technical Depth

From Azure to SQL Server to network-layer troubleshooting, Bottomline found the engineering bench to be as strong (or stronger) than Microsoft’s.

Low-Risk Migration, Big Return

Starting with a one-year commitment allowed Bottomline to validate performance without long-term risk. Within that year, US Cloud decisively proved its value.

Ongoing Impact of Third-Party Microsoft Support for Bottomline Technologies

High-performing Microsoft support is one thing, but the effects of excellent support have rippled into the rest of the Bottomline team and company.

More Confidence in Customer Commitments

Reliable, expert support helps Bottomline maintain its own high service standards for healthcare and financial customers.

Sharper Incident Management

US Cloud plugs directly into Bottomline’s ITIL-driven operations, strengthening response workflows and reducing resolution times.

Renewed Partnership—Now for Three Years

After experiencing consistent, high-quality support, Bottomline expanded its commitment. Bob Love states:

“I don’t want to go back to Microsoft. We just inked our new renewal with you guys, and instead of one year, we committed to three.”

Reduced Operational Risk

With subject matter experts available when internal resources aren’t, Bottomline mitigates staffing gaps, vacations, sick days, and unexpected outages.

Bottomline Technologies transitioned from slow, process-heavy OEM support to a partner structured around real-world urgency and technical depth. US Cloud’s engineer-first model, rapid response times, and ability to deploy the right specialists at the right moment have strengthened Bottomline’s customer-facing operations and internal confidence.

What began as a “low-risk experiment” has evolved into a long-term strategic relationship—rooted in trust, performance, and shared commitment to delivering exceptional service.