Unlimited Microsoft Escalations

Bugs, cloud tenant access, extreme edge cases – these are support issues that must involve Microsoft to be resolved. Period. So how does that work after you’ve switched to US Cloud for support?

US Cloud successfully escalates tickets to Microsoft every single day. Whether it’s a high-severity case that needs rapid response or low-severity issue that requires their involvement.

US Cloud resolves the vast majority of break-fix tickets in-house. But when an issue needs Microsoft, we escalate through Microsoft Premier Support for Partners– the highest level of Microsoft support in the Microsoft Partner Network ecosystem.

Yes, US Cloud Can Quickly Escalate Your Ticket to Microsoft

We’ve done it tens of thousands of times and we continue to connect clients with Microsoft Support resources and Product Teams when necessary. Don’t let anyone tell you otherwise.

80% Resolved In-House: Faster and Cheaper

Approximately 80% of break-fix tickets we handle are resolved without the need to escalate to Microsoft. This ability to resolve such a large percentage of issues, including Azure and M365 tickets, is mandatory for a third-party support provider to be successful. It’s not easy to achieve across the whole Microsoft stack, but it’s how we keep costs down and speed up resolution times vs. Unified Support.

Unlimited Microsoft Escalations

When it is necessary to get Microsoft involved, US Cloud escalates through Microsoft Premier Support for Partners. This is an expensive option and why most other third-party support providers either pass costs through or limit the number of PSfP escalations a client can use in a month.

Not US Cloud. You pay the same low hourly rate for labor, regardless of whether that is for a US Cloud PRS engineer or a Microsoft support engineer. We do not mark it up to cover the difference, nor do we limit how many tickets can be escalated.

We control costs by doing a better job than anyone else in the market of closing a high-percentage of tickets ourselves. Which is almost always faster for the client and less expensive for everyone.

“Microsoft’s Most Comprehensive Support Program”

Escalating client tickets through Microsoft’s top-tier Premier Support for Partners (PSfP) program offers US Cloud clients fast, reliable access to Microsoft support teams when needed.

But don’t just take our word for (or your Microsoft Unified Support rep). This is how Microsoft describes PSfP in official documentation:

“Microsoft Premier Support for Partners offers complete, end-to-end managed support across the full Microsoft platform.

From the fastest, prioritized response times for partners to 24×7 elevated break/fix support and access to onsite field engineers, Premier Support for Partners continues to offer the top problem resolution services to you and all of your customers.”

Escalation Process and SLAs

When tickets come in via the Client Portal or phone, US Cloud guarantees an initial response of 15 minutes or less, regardless of severity or time.

A US Cloud intake engineer will assess the issue, gather information, and route to the right US Cloud resource. If the ticket remains unresolved, it moves to our Escalation Desk and our most experienced engineers who will either solve it or send it for escalation to Microsoft.

US Cloud has explicit Service Level Agreements (SLAs) governing when tickets should be escalated to Microsoft by severity. This is recommended by Gartner for all third-party support.

And if at ANY point in the troubleshooting process it looks like it is a bug or needs tenant access, it is escalated to Microsoft immediately.