Proven Capabilities, Uniquely Specialized

Time-Tested Microsoft Support Alternative

For almost a decade now, US Cloud has blazed the trail as the first third-party support partner capable of fully replacing Microsoft Premier or Unified Support. Today, US Cloud is still the only pure Microsoft support specialist in the global market.

We have a fully developed, proven model that has supplanted Microsoft support for 50+ of the Fortune 500 and over 750+ enterprises around the world.

US Cloud brings to bear specialized Microsoft support engineers and architects, systems designed and tailored for IT support, and hard-learned insights that have led to gold-standard processes and efficiencies – all unparalleled in the Microsoft third-party ecosystem.

<15 min. Responses and Contractual SLA’s

Microsoft may have abandoned any meaningful Service Level Agreements (SLA’s), but we embrace them.

US Cloud guarantees an Initial Response Time of less than 15-minutes (we average 6 minutes). For any ticket. At any severity. At any time. And backed by financial penalties outlined in our master client contracts.

US Cloud also provides written SLA’s governing engineer engagement, ticket processing based on severity level, Microsoft escalations processes, and client communication frequency.

Fanatical Microsoft support is in our DNA – and our client contracts.

The RIGHT Engineers
24 / 7 / 365

A common mistake we see in enterprises who do leave Microsoft support is reliance on traditional CSP’s, MSP’s, and VAR’s. For the vast majority of enterprises this is not a viable strategy. Using low-level L100 engineers, high-level architects that work only business hours, and /or incomplete expertise to cover the whole Microsoft stack – all are fatal flaws when trying to fully replace Unified Support.

US Cloud’s technical support teams are all hired and trained to specifically handle higher-level support tickets and advisory requests from large, complex Microsoft enterprise clients. These are support specialists, not repurposed engineers from other service lines.

Our 100% onshore team is staffed 24/7/365 with senior Microsoft-certified engineers, averaging 14+ years of experience, many of whom are former Microsoft employees. We cover all shifts with full teams, including architect-level DSEs and senior engineers specializing in all Microsoft technologies.

AI-Enabled Data Lake:
A Growing Competitive Edge

US Cloud maintains one of the largest digital repositories of resolved, (anonymized) Microsoft Level 2 – 4 support tickets in existence.

Using Azure Data Lake and a custom Ai “search and synthesis” engine built on OpenAI, we are able to provide our staff instant access to hundreds of thousands of resolved Microsoft Support tickets, 500+ Knowledge Base articles authored by our engineers, and scores of carefully curated Microsoft product documentation.

This proprietary database and Ai search engine is an X-factor that allows US Cloud’s growing engineer corps to solve tickets faster, with less labor cost than competitors (even cheap offshore resources).

All Microsoft Technologies Supported

US Cloud supports the entire Microsoft stack and has deep expertise on-staff in all major Microsoft technologies.

In any given quarter, US Cloud will touch over 95% of Microsoft’s product line.

And in addition to our in-house expertise, we work within our proprietary network of elite Microsoft Partners to provide unmatched depth and access to ultra-specialists for all Microsoft technologies.

Industry Pioneer Purpose-Built Infrastructure

US Cloud has purpose-built infrastructure specifically designed to support Microsoft customers by offering high-performance, secure, and scalable environments. This also is a key factor in efficient operations that allow US Cloud to keep prices low.

Some key elements of this infrastructure include:

• Gold-Standard Technology Backbone: US Cloud utilizes a highly customized version of ConnectWise ticket management system. In addition to proprietary client interface layers, US Cloud has leveraged the system’s robust API’s to successfully integrate with other client issue-management systems like ServiceNow.
• Designed to Quickly Scale: 100% cloud-based systems and data storage, including M365 E5 with Co-Pilot, Azure Enterprise, Salesforce Unlimited CRM, Sage Financial, and BambooHR.
• Proprietary Knowledge Base: US Cloud utilizes Azure Data Lake and custom Ai “search and synthesis” engine built on OpenAI models to best leverage 8+ years of Microsoft problem resolution. This incredibly powerful tool is a force-multiplier, giving our engineers instant access to the deepest Level 2-4 PRS library outside of Redmond.
• Advanced Monitoring Tools: US Cloud integrates monitoring and management tools that provide real-time insights into Microsoft environments, ensuring uptime, performance, and security compliance.
• Enhanced Security and Compliance: US Cloud’s infrastructure is built with best-in-class security, well beyond what most IT organizations employ. We surpass all Microsoft’s security and compliance standards, offering solutions that comply with industry-specific regulations, including ISO 9001, GDPR, HIPAA, NIST, DFAR, FISMA and others.

100% USA, UK, EU Operations

US Cloud employs dedicated USA-based engineering teams, providing domestic clients with “data sovereignty,” as well as superior communication and responsiveness. We now also have UK and EU-based TAM’s and engineering teams to meet the needs of our international and multinational clients.