How Can US Cloud Truly Support Our Team Without Microsoft Backend or Closed Code Access?
Of course, we’re not Microsoft. You already know that, but you might also be afraid that there may be issues that will never be solved by a non-Microsoft support team.
We’re here to tell you why our position outside of Microsoft is not only a non-issue, but it’s also an advantage.
The Truth: US Cloud Provides Enterprise-Grade Support Without the Keys to Microsoft Code
More than 90% of all Microsoft issues have nothing to do with backend or closed code access to Microsoft products. These tickets are resolved by US Cloud pros backed by 15+ years of experience.
For those few cases that only Microsoft can solve—and these cases do happen—US Cloud utilizes authorized escalation routes to help your team receive a resolution more quickly. Furthermore, our engineers leverage advanced diagnostic tools to help you identify the root cause of your Microsoft issue to help you speed up escalation discussions with Microsoft or discover other solutions to get your systems up and running again.
Between our experienced team members and trusted escalation partners, your tickets will not flounder in the queue. Your technical account manager (TAM) will be there to advocate for your ticket resolution, no matter who solves it.
Reality Summary
- Experience-Backed Pros: Our team is staffed by experts with a wealth of experience covering all Microsoft technologies
- Clear Escalation Paths: For the cases that do need Microsoft’s attention, our proven escalation management process ensure that tickets are escalated and resolved efficiently
- Licensed Diagnostic Tools: Our engineers can help you uncover the root of the Microsoft issue, even if it still needs to be escalated to Microsoft (knowing the root cause can speed up escalations anyway)
- Dedicated TAM Advocates: With US Cloud, you always have someone on your side from the moment a ticket is opened until it is resolved and closed
Evidence: US Cloud Experts Solve Microsoft Issues of All Severities
Our team is experienced with Microsoft issues of all technologies and severities. For the few cases that only Microsoft can resolve, your dedicated TAM and escalation team will advocate for you until your team is provided with a resolution. See the proof points below for more information about how US Cloud comes through in a crisis.
Videos
How US Cloud Rescued a Microsoft Azure Outage – A Real Client Story
Learn how third‑party ...Microsoft support can deliver faster, more agile service with significant savings. Visit our site at uscloud.com for the details about our expert support engineers who made this Azure rescue possible.
Timestamps:
00:00 – Introduction: outage scenario
00:26 – When Microsoft resources weren’t available
00:49 – US Cloud’s response: four engineers in one hour
01:17 – Root‑cause: firewall rule + load balancer + ACLs
01:46 – Why this support experience stood out vs. Microsoft
02:02 – Decision factors: cost‑savings, quality, agility
02:55 – Renewal decision: moving to a three‑year commitment
#microsoftsupport #AzureOutage #enterpriseit
—————
🔔 Don’t forget to subscribe for more enterprise IT support stories and expertise.
👉 Want to explore how US Cloud can help your organization? Visit uscloud.com
#MicrosoftSupport #Azure #CloudSupport #USCloudShow More
Client Validation
When everything blue-screened, we showed up first. US Cloud’s Critical Incident Response Team mobilized within hours, delivering fixes up to two days faster than Microsoft and helping clients restore operations amid chaos.
US Cloud’s Microsoft support engineer quickly identified and resolved the root cause of a domain disruption—a legacy configuration within the client’s Active Directory Certificate Services—restoring normal operations without downtime.
I turned off a server that we all thought wasn’t doing anything, and it had a small role that got missed, so I called US Cloud. I got a call back in 15 minutes…and another call back 20 minutes later from US Cloud with an idea they want to test…We knocked it out together and it worked perfectly. Six hours later, I got a call from Microsoft, asking for my permission to close the ticket that they didn’t have anything to do with.
I remember the engineer at the time, all of our domain controllers were built on something with no GUI, no graphical user interface. So, it’s a lot harder to troubleshoot on that, and he was able to get in there and work in core. He was able to get in there and resolve the problem using basically PowerShell commands and get us back in working order.
We had outage with our Azure tenant that was affecting a host, impacting several of our healthcare customers that we provide services to. So 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. 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 Premier, so I was like…we made the right choice.
3rd Party: A Microsoft Support Show – Proactive IT Solutions for Microsoft Support (ep4)
3rd Party: A Microsoft Support Show – Azure Storage Cost Optimization (ep5)
SaaSpocalypse is Here – And Your Microsoft Bill Is Making It Worse
