Will We Lose Access to Microsoft Product Teams & Experts?
When considering the switch from Unified to US Cloud, you and your team might be questioning whether or not you’re risking the loss of access to experts who intimately understand Microsoft products. After all, you’re not looking for a glorified IT all-rounder—you need a Microsoft specialist.
The Truth: US Cloud Experts Are Microsoft-Certified
Our team is staffed by Microsoft-certified experts with an average of 15+ years of experience. Several of these team members were previously employed by Microsoft before joining our crew. That includes everyone on our staff of technical account managers (TAMs), engineers, designated support engineers (DSEs), and more.
In addition to having highly trained pros on staff, US Cloud maintains high support quality with:
- Average response times of less than 5 minutes
- In-house ticket resolution rate of over 80%
- Average time to resolution of 2 hours for high-severity cases
For those cases that must be escalated to Microsoft, US Cloud teams up with world-class escalation partners to ensure your ticket is resolved by an expert in a timely manner.
Reality Summary
- Experienced Pros: with 15+ years of experience with Microsoft, our TAMs, engineers, and DSEs have the expertise to support your IT infrastructure
- Data-Backed Performance: Get answers and resolutions from pros with up-to-date data at their fingertips instead of suffering through repeating case histories to a new engineer every time
- High In-House Resolution Rate: In the event your ticket must be escalated, you can expect a clear path to Microsoft to ensure that your ticket isn’t left behind
Evidence: US Cloud Experts Fully Support You with Microsoft Mastery
Our team’s expertise extends to ALL products in the Microsoft ecosystem, with pros on our team to cover every Microsoft technology in your infrastructure. See the proof points below for more data to back up our capabilities.
Videos
Bottomline’s Microsoft Support Switch: Night-and-Day Better ROI Than Unified Support | US Cloud
For Bottomline, the difference was night and day. Their IT team went from anxiety about ...24/7 coverage to complete confidence—thanks to faster resolutions, aligned engineers, and a TAM who actually helped optimize ROI (instead of upselling).
Hear from Bob Love of Bottomline on how US Cloud delivered a superior Microsoft support experience worldwide. Hear more from our other customers at https://www.uscloud.com/
Timestamps:
00:00 – Global 24/7 support concerns before switching
00:25 – How US Cloud alleviated anxiety with faster resolutions
01:00 – Losing access to a Microsoft TAM was concerning
01:10 – Monthly business reviews at US Cloud that drive ROI
01:26 – How US Cloud’s TAM approach is “180 degrees opposite” from Microsoft
#uscloud #microsoftsupport #itleadership #enterpriseit #customersuccessShow More
Client Validation
[Microsoft] called me back three separate times, before finally calling me from a working phone. He brought the manager into the loop and at that point we were able to successfully close the ticket, that they didn’t have anything to do with, which was solved by US Cloud five hours previously.
A client undergoing a security audit needed to tighten control of privileged accounts in their Microsoft environment. US Cloud’s team quickly assessed risks, automated monitoring, and delivered repeatable solutions that ensured compliance and reduced exposure.
We had outage with our Azure tenant that was affecting a host, impacting several of our healthcare customers that we provide services to. And it just so happened that when the outage occurred the traditional people who would jump on it, what we call a SEV, weren’t there (we’re an ITIL framework kind of company so we follow incident management response which we have on-call rotations and people jump on bridges and we get the problem remediated)…I went on the portal and popped a ticket for a critical customer outage.
And within an hour, within an hour, US Cloud responded with four engineers. So not only did they bring the right guys to the call, but they brought the cavalry. And it was great because we needed that diversity because it was unique problem, in the end, and the root cause was a combination of like a firewall rule change and a load balancer that sat in the cloud combined with some ACLs. So we needed a couple of different subject matter experts and they got to it, remediated it, and the service was up.
And I just felt like, wow, that was amazing. That was unlike anything I had experienced with Microsoft in my eight years of being with Premiere, so I was like…we made the right choice.
The experience with US Cloud has been wonderful. First and foremost, working with our account manager has been great. Having that resource and knowing who they are is important to us. They’ve been with us the whole time, and they haven’t shifted. We’ve set up monthly check-ins with them, so that’s been helpful. They really understand our environment and they can provide that link between us and US Cloud.
A client running Windows Server workloads in AWS needed a way to measure GPU utilization across multiple endpoints. US Cloud engineers provided a simple, cost-effective solution using built-in tools—avoiding expensive third-party products while empowering the client’s IT team with hands-on knowledge.
Establishing a relationship with our TAM has also been huge—he’s responsive, transparent, and always willing to escalate when necessary…US Cloud’s understanding of our IT environment is definitely better than Microsoft’s was. Microsoft never really asked about our environment. With US Cloud, we’ve been working together for years now, and Tim and others on your team know our infrastructure much better.
It feels like working with colleagues on my own team. Communication is natural, and your team feels like part of ours—not like a vendor across the world. We’ve submitted at least three tickets so far: two break-fixes and one proactive. It’s exactly as advertised. I kept telling my team it couldn’t be worse than Unified—and it’s actually much better.
Yes. With the exception of issues that only Microsoft can address—which we all understand—we get resolutions from US Cloud that are just as good or better…With Microsoft, if we wanted really high-level support, we would have had to pay significantly more to get a dedicated engineer. That wasn’t feasible for us.
In the past, when we had to reach out to Microsoft, we would get Tier 1 support. Somebody that really didn’t know any of the systems. Whereas, with US Cloud, somebody that actually knows the system that we’re having issues on responds, instead of us having to go through their hierarchy. We just get the professional. And that way we can resolve the issue.
We’ve had heated discussions with them about pushing products when they haven’t even successfully implemented the ones we bought. I’ve sat in a large conference room and said, “Well, once you guys can make what we bought work, maybe we’ll consider buying whatever you’re trying to sell us today.” It’s ridiculous. It is…We don’t have that with our TAM, Mike. It’s so relaxed and he’s always just ‘Remember, I’m here, if you need me to get on calls with Microsoft, we can do that. He’s always offering, but it’s not a sales pitch.
How Much Does a Microsoft DSE Cost?
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