How US Cloud’s Microsoft Support Works

Viable support outside the Microsoft Monopoly is possible

Whether on-premise or in the cloud, US Cloud has you covered. US Cloud works hundreds of Microsoft tickets every day for all types of companies all over the world. Take a deeper look at the details behind our trailblazing service.

Purpose-Built for Microsoft Support

We are Microsoft support specialists. Others may offer support as an add-on product, but US Cloud is 100% focused on replacing Microsoft Premier and Unified Support for our clients. We were the first dedicated independent third-party to tackle this challenge and all of our staff, infrastructure, processes, technology, and knowledge are squarely aimed at providing fanatical Microsoft support for less.

Buy Only What You Need

Unlike the forced “all-you-can-eat” buffet of Microsoft Unified Support, US Cloud lets you buy only the number of support hours you need. Modeled after Microsoft Premier Support, these hours are held in a bank that you can manage and track any time in your US Cloud Client Portal.

We also did away with penalties for “topping off” hours mid-contract. If you need to add hours to your bank, you can buy up to 50% of your original purchase as the same locked rate. This lets clients come into the new service with conservative usage estimates, without the risk of overpaying if more support is needed.

Reactive and Proactive Support

24/7 reactive or break-fix support is a given, but support hours purchased from US Cloud can also be used for proactive support with no additional charge. US Cloud has a full Proactive Support Catalog for things like system health-checks, readiness assessments, project advisory support, training and workshops, deployment or migration assistance, and many more. And unlike Microsoft, we don’t slap a mandatory 30% upcharge for “TAM time” on proactive projects.

Managed Microsoft Escalations

One of our most frequently asked questions is “How can you escalate tickets to Microsoft if you are a competitor?” Rest assured, we can. US Cloud escalates critical high-severity cases as well as low-severity tickets to Microsoft every day. We also have specific, contractual SLA’s that govern when and how tickets are escalated to Microsoft (for bug fixes, tenant access, edge-cases, etc.).

In 2021, we solved 86% of all break-fix tickets submitted in-house, with 11% going to Microsoft and 3% going to specialist MSFT partners. If you’d like to know how we do it exactly, we would be happy to walk you through our Managed Microsoft Escalation process in detail.

TAM’s and DSE’s

As Microsoft continues to swap its Technical Account Managers (TAM’s) for lower-level Customer Service Representatives (CSR’s), US Cloud is going the other direction. All our clients get a TAM dedicated to their account, benefit from a specialized onboarding team and process, and have access to Dedicated Support Engineers (DSE’s) for all Microsoft technologies.

Microsoft Premier and Unified Support Alternative - US Cloud

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Save 30-50% with US Cloud

US Cloud is the only Gartner-recognized Microsoft Premier & MS Unified Support alternative. Enterprises worldwide are replacing Microsoft with US Cloud to save 30-50% on support costs.

Enjoy ultra-responsive, 24/7 fanatical global support from domestic US teams while freeing up funds to invest in innovation, create competitive advantage, and drive growth.