Sure. So we had outage with our Azure tenant that was affecting a host, impacting several of our healthcare customers that we provide services to. And it just so happened that when the outage occurred the traditional people who would jump on it, what we call a SEV, (we’re an ITIL framework kind of company so we follow incident management response which we have on-call rotations and people jump on bridges and we get the problem remediated). Anyway, so it just so happened that when this incident popped the persons who were supposed to be able to support that outage weren’t available for whatever reason. It was a combination of somebody was unexpectedly sick and another person who was on PTO. There were a whole bunch of reasons, but at the end of the day, the team didn’t have the right resources.
And that’s when they reached out to me. And they said, ‘do you know anything about this Microsoft support that we need’? And I said ‘yes, we have a contract with US Cloud. I can ask an engineer to join’. 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, I wanna say, 4 engineers. So not only did they bring the right guys to the call, but they brought the cavalry. And 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 ACL’s. 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 Premiere, so I was like…we made the right choice.