Reactive and Proactive Support

When something breaks, you need it fixed—fast. That’s why every support ticket comes with a 15-minute response guarantee, backed by industry-exclusive SLAs you can actually count on. Plus, every support hour you purchase can also be used for proactive support at no extra charge.

And if you have a need for architect-level engineers with the highest level of expertise on a specific Microsoft technology, US Cloud has you covered with Dedicated Support Engineers (DSE / EDE) available for all Microsoft products.

Flexible, Transparent Support as You Need It

US Cloud let’s you buy only the support hours that you need without complex pricing or added fees.

And let’s you use them as you see fit.

US Cloud Reactive Support

Reactive Support, sometimes called Problem Resolution Support (PRS) or more casually “break-fix,” is responsive assistance provided in direct response to specific issues or incidents reported by Microsoft customers. This support model focuses on addressing problems after they occur, as opposed to preventive measures. Reactive support typically encompasses thorough troubleshooting, detailed problem diagnosis, and providing effective solutions or workarounds.

Reactive support might involve addressing sudden server crashes, resolving Office 365 access issues, or identifying and escalating unexpected software bugs. Reactive support plays a pivotal role in maintaining the operational integrity of Microsoft environments. When unexpected issues arise, US Cloud Reactive Support ensures that problems are addressed promptly to minimize disruptions.

Key features of US Cloud Reactive :

Initial ticket response times under 15 minutes for all severities, anytime day or night
Time-to-Resolutions averages faster than Microsoft for all severities and escalations*
24/7/ 365 coverage by specialized, sr. engineers with a minimum of 10 years Microsoft support experience
Live engineers available on all three shifts, NOT just on-call
ZERO offshore resources with dedicated 100% US teams or optional Uk and EU engineers
Dedicated Azure Team including DSE-level engineers for maximum support
Diverse teams or engineering “pods” to minimize ticket transfer
Over 80% of US Cloud client tickets resolved without escalation to Microsoft
Escalations to Microsoft when needed via Microsoft Premier Support for Partners contract(s)

*Based on ~12k client log records over three years

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.

Proactive Support

Need a system health check? Help planning a major deployment? Looking for specialized training?

Use the same hours in your bank you use for break-fix to get expert project assistance. And unlike Microsoft, we don’t surprise you with upcharges and add-ons in order to get true engineer-led proactive support.

US Cloud comprehensive proactive support helps businesses optimize their Microsoft ecosystems for security and efficiency. We prepare your team for long-term success by helping your technology work better, keeping it secure, and helping it run smoothly. Our services cover many Microsoft tools, including Azure cloud services, Microsoft 365, Teams, SharePoint, and Windows to help your business run more efficiently.

Here are just a few Proactive Support services US Cloud routinely delivers:

Azure Services

Health Checks and Assessments: Comprehensive Azure evaluations to identify potential issues, optimize performance, and ensure security and compliance.
DevOps and AI Services: Strategic planning and implementation of DevOps practices and AI solutions to enhance collaboration, automation, and business value.
Architecture and Backup Solutions: Design and planning of Azure-based solutions, robust backups, disaster recovery, and business continuity solutions.
Azure Cost and Security Optimization: Comprehensive analysis for recommendations, support, and monitoring of Azure cost and security.
Azure Workload Migration Assessment: Assessment of effort, cost, and impact of on-premises workload migration to Azure.

Microsoft 365 Services

Migration and Optimization: Assistance with email and data migration, post-migration support, and security optimization.
Teams and DLP Implementation: Monitoring call quality in Microsoft Teams and implementing Data Loss Prevention (DLP) policies.
M365 Health Check and Security Analysis: Ensure a secure and best-practice M365 deployment.
Copilot Readiness and Adoption: Set up private information protections to prevent leaks and reinforce safeguards for all users.

Identity and Security Services

Active Directory and Security Assessments: Assessing Active Directory Certificate Services and Azure security for vulnerabilities.

Endpoint and Device Management

Intune and Configuration Manager: Planning and setting up Intune and Configuration Manager to manage devices, control security settings, and ensure devices align with company rules.
Configuration Manager Health Check: Ensure the deployment and configuration of Configuration Manager aligns with Microsoft best practices.

Productivity and Data Platforms

SQL and Power Platform: Health assessments of SQL databases, development of custom SQL solutions, and implementation of Power Apps, Power Automate, and Power BI.

Miscellaneous Services

Licensing Assessment and Optimization
Custom Development
Technical staff training, extensive curriculum

DSEs for All Microsoft Technologies

A Designated Support Engineer (DSE) is a senior architect-level engineer who specializes in a specific Microsoft technology, such as Azure, M365, Dynamics, Copilot, Fabric, Entra ID, Windows Server, Exchange, SharePoint, System Center, SQL etc. These experts offer unparalleled expertise and dedicated support for your enterprise’s most important Microsoft products through on-demand advisory, health and performance checks, system or initiative assessments, and hands-on in-depth engagements in addition to broader technology consultative services.

DSEs go well beyond break-fix and enhance your organization’s capacity to accelerate planning and completion of large-scale projects. By embedding these key strategic resources into your team, US Cloud provides you with subject matter experts who develop a deep understanding of your unique environment and can dramatically optimize your software investment, saving you both time and money.

We also have access to hundreds of top-tier experts through our proprietary Elite Microsoft Partner Network. Regardless of your need, our DSEs can provide advisory support for your most critical Microsoft projects.