When you call Support from your license provider what happens?
Your CSP is your primary source of Support, and it’s important to know what will happen when you call them with an issue. The experience you have can range greatly based on which provider you choose.
Click the tabs for some of the most common answers you’ll probably run into.
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Bad
It goes to an offshore team that reads a script.
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Good
It goes to an onshore team that has a wide range of technologies.
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Better
It goes to a dedicated onshore team who is focused on Microsoft
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Even Better
It goes to a dedicated onshore team who is focused on Microsoft and knows about the customer’s business (setup & configuration).
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Best - Interlink
Even Better + the team can turn to deployment engineers who deploy the solutions every day and likely worked on your engagement to ask questions and get their expert input advice and troubleshooting brain (Interlink).
When you call Support from Microsoft- how do you get it?
If you need Support, Interlink can help you get it quickly and easily. However, there is a range for what most CSP’s provide, and it’s crucial to know what you’re getting into beforehand. The best experience you can get is a local Support team that knows the nuances of your environment and has fast access to needed information.
Click the tabs for some of the most common answers you’ll probably run into.
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Bad
We utilize a distributor who starts with a Level 1 help desk OR we have an EA Agreement but only have access to the generic 800# support that is available to clients starting at quantity 1.
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Good
We utilize a local Partner who has a Microsoft Cloud Support Agreement
- *This is the lowest level of paid support which does not have a Technical Account Manager - (a paid Microsoft resource that is responsible for your service delivery) or east way to escalate tickets to Microsoft.
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Better
We utilize a local partner who has a Microsoft Premier Agreement (Interlink) Highest level of Microsoft agreement which has a shared Technical Account Manager - who can escalate issues and ensure they are driven to conclusion. Premier Agreements also include the ability to escalate critical tickets to Severity Level A which means that Microsoft will commit dedicated resources to the ticket for fast resolution.
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Even Better
We have our own Microsoft Unified Support Agreement
*Lower level - shared Technical Account Manager - starts at $40K -– determined as a percentage of the license spend with Microsoft. Can be particularly useful for clients who have deep adoption of Microsoft Business solutions.
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Best - Interlink
Dedicated Technical Account Manager which typically comes at $750K+ per year in Unified support.
Does the provider offer a Service Level Agreement on their Support desk?
Understanding how your CSP defines success when responding to tickets is crucial. The two options typically offered are Service Level Agreements (SLA) and best effort. With an SLA, your CSP designates a specific amount of time in which they’ll respond when you have an issue. With “best effort,” they simply state they’ll do their best to get to it when they can. Too often, this means opening a ticket with Microsoft and hoping for the best – which can leave you waiting up to 72 hours. When you open a ticket, you want to hear back quickly.
Click the tabs for some of the most common answers you’ll probably run into.
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Bad
They operate by “Best Effort” and do not give a guarantee of when they can address your issue.
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Good - Interlink
They have a Service Level Agreement with you (SLA is time to respond. “we’ll be back in X amount of time.”) (Interlink).
How do you ensure your Microsoft licensing is correct and cost‑effective?
Your CSP should have a licensing expert who can walk you through the nuances of Microsoft licensing – because, trust us, it can be complicated! Interlink has five licensing experts readily available to answer questions. Plus, it’s critical to have the right licensing – Microsoft is probably one of the biggest spends your business will have. Make sure you’re getting as much value out of it as you absolutely can, and that you aren’t overpaying for sub-optimal licenses. Or double paying for licensing that you simply don’t need – we see it all the time!
Click the tabs for some of the most common answers you’ll probably run into.
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Bad
We look online and hope for the best.
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Good
We have a contact who can pull in a licensing specialist who has limited technical knowledge.
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Best - Interlink
Our partner has certified licensing specialists on staff, and they can pull in licensing knowledgeable technical resources to help architect things with licensing expense as a primary criteria. (Interlink).
When you have a billing question, where can you go?
Find out who you can go to if you have questions about billing. If you have direct access to your provider's Accounting department, and they’re well-versed in how Microsoft handles billing, you’ll usually experience a quick resolution and a complete answer. If you’re working with a local provider who must contact a distributor who then has to contact Microsoft, your question may take a painfully long time to be answered. Make sure you know what you can expect from your CSP, and if that is acceptable for your business.
Click the tabs for some of the most common answers you’ll probably run into.
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Bad
Local provider who must contact a distributor who has to contact Microsoft
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Good
Bigger provider who purchases direct from Microsoft but has a massive billing department and can take weeks to get things resolved.
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Best - Interlink
Direct access to your provider’s accounting department who is well versed in the nuances of Microsoft billing and proration scenarios. (Interlink).
Is your provider endorsed by Microsoft for your purchased services?
Is your CSP certified by Microsoft for the services you’re purchasing, or are they self-proclaimed experts? Previously, if a partner had a Microsoft Silver or Gold Partner title it meant they were Microsoft experts. Now, Microsoft has changed its endorsement, meaning Silver and Gold titles are outdated. Today, Microsoft endorses partners through specific competencies known as Solutions Partner Designations. The more designations they have the better, and you want to make sure they have designations for the services you plan to purchase.
Click the tabs for some of the most common answers you’ll probably run into.
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Bad
They are a Microsoft Silver or Gold Partner - these are the dated ways that partners refer to themselves
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Better
They are a Microsoft Solutions Partner in the area of technology that you are purchasing (there are 6). Interlink has four:
- Modern Work
- Infrastructure
- Data & AI
- Security
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Best - Interlink
They are a Microsoft Solutions Partner and have specific competency of the solution area that you are working on (there are 30). Interlink has 9:
- Teamwork Deployment
- Meetings & Meeting Rooms for Microsoft Teams
- Calling for Microsoft Teams
- Adoption & Change Management
- Threat Protection
- Information Protection and Governance
- Identity & Access Management
- Azure Virtual Desktop
- Infra & Database Migration
Is your provider actively managed by Microsoft?
This is important to know, because being managed by Microsoft gives CSPs access to people and programs at Microsoft, such as funding programs which we can give back to customers. If they're actively managed by Microsoft, it means they have Microsoft's seal of approval due to their extended track record working with Microsoft.
Click the tabs for some of the most common answers you’ll probably run into.
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Bad
They utilize a distributor to manage their Microsoft relationship.
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Also Bad
They have a Microsoft generic phone number that they contact.
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Best - Interlink
They have a dedicated Partner Development Manager (PDM) responsible for helping the partner take care of any customer service issues and scenarios. Will their PDM vouch for them? (Interlink).
