Pender's Blog

Blog archive

Microsoft Ups Support Services, Downplays Partner Conflict

Everything considered, this is probably a good thing for most Microsoft partners and customers. After all, anything that Microsoft can do to better serve the companies that invest in its technologies is a good thing, right?

Probably. But Microsoft's announcement this week that it would introduce a Premier Mission Critical Support level did raise some concern that Redmond might be moving in on partners' territory. The new support offering will give customers credits if they don't get a response from Microsoft to their support calls within 30 minutes -- and that's 24 hours a day.

Now, as the article linked notes, that might be a little bit of a problem for big vendors such as IBM or HP, which generate revenue from supporting Microsoft software. Redmond is predictably downplaying any direct competition with those partner-rivals, but this does represent Microsoft's second expansion of enterprise support in the last six months.

For the average partner that's not a global mega-vendor, though, the new support option seems mostly like a positive development. Those partners that actually generate revenue specifically from taking support calls might not like it too much, but for those VARs, consultants and other channel players that aren't offering 24-hour assistance, Microsoft's Mission Critical effort could serve as another selling point for Redmond's wares.

The cynic might note that Mission Critical Support is another step that Microsoft is taking toward having direct contact with customers, but with Redmond still generating the overwhelming majority of its revenues through the channel, we're not really worried about Microsoft abandoning its partners. No, we're looking at this as good news for most of the channel. And that's always welcome, right?

What's your take on Microsoft stepping up its support efforts? Send it to lpender@rcpmag.com.

Posted by Lee Pender on 02/04/2009 at 1:22 PM


Featured

  • Azure Cost Management Now Commercially Available for Some Tenancies

    Microsoft on Monday announced that its Azure Cost Management feature had reached the "general availability" release stage for both Azure "pay-as-you-go" customers and Azure Government tenancies.

  • Microsoft Bringing Files Restore Capability to SharePoint Online and Teams

    Microsoft on Monday announced that it's delivering its Files Restore feature for SharePoint Online and Microsoft Teams to Office 365 tenancies as early as this month.

  • Microsoft Nabs IoT Platform Provider Express Logic

    As part of its plan to invest $5 billion in IoT technologies, Microsoft this week acquired Express Logic, which provides real-time operating systems for industrial embedded and IoT devices.

  • Dealing with Broken Dependencies in SCVMM

    Brien shows you how to resolve some broken, template-related dependencies in Microsoft's System Center Virtual Machine Manager.

comments powered by Disqus

Office 365 Watch

Sign up for our newsletter.

Terms and Privacy Policy consent

I agree to this site's Privacy Policy.