During your on-boarding process, one of the things US Cloud does is a full audit of your current open tickets with Microsoft. This allows the team to put together a comprehensive and prioritized ingestion plan that intakes current tickets methodically and according to severity and age. High priority are immediately put through intake and worked to resolution.
In addition, past ticket logs are combed to understand likely volumes and technology areas so we can align or add resources to handle the new expected volumes.
There is no gap in support or moratoriums on entering tickets at any time during On-boarding. New issues can be logged in the client portal on Day 1.
A common concern when considering support alternatives other than Microsoft is how it will affect your overarching relationship with such an important software partner. After 5 years of transitioning new clients away from Microsoft Premier and Unified Support, we have not seen a single instance of negative repercussions with Microsoft software sales or implementation.
The Unified Support sales organization is completely separate from Microsoft license sales and product teams. While your Unified Support sales team may not be very happy, it will have zero impact on future EA negotiations or support for new software implementation.
So ignore the gloom and doom coming from Unified Sales, it’s all bark and no bite.