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.
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.
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.
How do you get advice about Microsoft licensing to ensure that things are being licensed correctly and efficiently?
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.
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.
Is your provider endorsed by Microsoft for the services that you are purchasing?
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.
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.
