How does US Cloud response and resolution time for support tickets compare to Microsoft Unified Support?.

Here’s what US Cloud claims:

• Guaranteed 15-minute response time for all tickets. This is significantly faster than Microsoft’s published response times, which vary depending on the severity level of the issue.
• 25% faster resolution time. US Cloud states they resolve an average of 85% of tickets in-house with their US-based engineers, leading to faster resolutions.
• 100% US-based engineers. This can be appealing to organizations concerned about data security and communication challenges with offshore support.

However, there are some other factors to consider:

• Independent verification: Response/resolution time claims haven’t been independently verified by third-party studies or benchmarks such as Gartner. Gartner has validated 30-60% cost savings with US Cloud and Microsoft Unified Support price increases of 20% year-over -year. ^{Source: Market Guide for Microsoft Product Support Services.  January 31, 2024. Gartner report ID: G00777172}
• Customer experiences: While US Cloud showcases positive customer testimonials, it’s crucial to research independent user reviews and feedback across various platforms.
• Specific needs: Your organization’s specific needs and support requirements might differ from the situations highlighted by US Cloud.

Here’s what you can do to get a more balanced view:

• Contact Microsoft directly: Get their latest information on response and resolution times for your specific support plan and region.
• Talk to other US Cloud users: Seek out independent reviews and user experiences shared by organizations similar to yours.
• Consider your priorities: Decide which factors are most important to you, such as guaranteed response times, faster resolution, cost, or specific expertise in certain Microsoft products.

Ultimately, the best way to compare response and resolution times is to conduct a Proof of Concept (POC) trial at US Cloud and run support tickets through both providers to compare support experiences and see if US Cloud capabilities align with your specific needs.

It’s important to keep in mind that US Cloud claims are coming from a Microsoft competitor, so it’s wise to view them with a critical eye and gather information from other sources as well. Here’s a comparison based on general trends and feedback from users and organizations that have utilized both services in 2023 and 2024.

Response Time

– US Cloud: Touts faster initial response times as one of its key advantages over Microsoft Unified Support. They claim to offer guaranteed response times as low as 15 minutes for critical issues, depending on the level of support plan purchased. This is a significant selling point for businesses that require immediate assistance to minimize downtime.

– Microsoft Unified Support: Response times can vary depending on the severity of the issue and the specific support plan in place. For the most critical issues, Microsoft aims to respond within an hour. However, some customers have reported that response times can be longer, especially for less critical issues or under basic support plans.

Resolution Time

– US Cloud: While US Cloud emphasizes fast response times, resolution times can vary based on the complexity of the issue. US Cloud’s focus on providing a more personalized service experience and having access to senior engineers may lead to quicker problem-solving for complex issues. However, actual resolution times will depend on the nature of the problem and the specific circumstances.

– Microsoft Unified Support: Microsoft also has a vast pool of technical expertise and resources, which can contribute to efficient problem resolution. However, due to the scale of Microsoft’s operations and a potentially broader customer base, some users have experienced variations in resolution times. For complex issues requiring deep technical expertise, resolution might take longer, especially if multiple escalations are needed.

Considerations

Severity Levels: Both US Cloud and Microsoft classify support tickets by severity levels, with the highest severity levels receiving the quickest response. The actual response and resolution times can vary significantly based on the issue’s assigned severity.

Support Plan: The specific support plan you have can greatly influence response and resolution times. Higher-tier plans usually offer faster response times and possibly quicker access to more experienced technical resources.

Customer Feedback: Feedback from customers who have switched to US Cloud from Microsoft Unified Support or vice versa can offer valuable insights into real-world experiences. Many businesses consider the switch for potentially faster and more cost-effective service, but experiences can vary.

Nature of Issues: The complexity and nature of the support issue play a crucial role in both response and resolution times. More complex or less common issues may require longer resolution times due to the need for deeper investigation or escalation to specialized experts.

US Cloud markets itself on offering faster response and resolution times compared to Microsoft Unified Support. Enterprises should compare both support services head-to-head via POC trials and set priorities such as cost, guaranteed response times, faster resolution, or specific expertise in certain Microsoft products.