Microsoft has officially shifted its support strategy toward a partner-led model, empowering certified Cloud Solution Providers (CSPs) like TrustedTech to deliver faster, more specialized help for Microsoft 365 and Azure customers.
For many organizations, this change represents a significant opportunity, offering improved response times, lower costs, and support tailored to their exact business needs.
In our recent webinar, “Unlocking Value in Microsoft Support - How to Reduce Costs and Improve Resolution,” our experts broke down what these changes mean for IT leaders. Below are the top insights and FAQs you need to know.
FAQ: Unlocking Value in Microsoft Support with TrustedTech
Q1: What is the difference between CSP partner support and third-party support?
A: CSP partner support (like TrustedTech) is delivered directly by Microsoft partners through the CSP program, offering cloud services support (M365, Azure, Copilot, etc.) with customizable access and flexible billing. Third-party support is provided by non-Microsoft entities, often lacks a direct Microsoft connection, and may not offer granular admin privileges or consistent support quality.
Q2: What are the main support tiers offered by TrustedTech?
A: TrustedTech offers several support tiers:
- Essentials: For small organizations needing basic reactive support and a few consulting sessions.
- Standard/Commercial: For mid-sized organizations needing proactive consulting, optimization, and increased access to Microsoft escalation.
- Enterprise: For large organizations with complex environments, requiring dedicated cloud engineers, advanced consulting, and full support for advanced Microsoft features.
Q3: What is the difference between reactive and proactive support?
- Reactive support helps you resolve urgent break/fix issues or product errors as they arise.
- Proactive support includes consulting sessions, professional services, assessments, and ongoing optimization to help you plan, secure, and modernize your IT environment.
Q4: How quickly does TrustedTech respond to support tickets?
A: The average first response time from a triage engineer is about 5 minutes. 86% of tickets are resolved in-house, and escalated tickets to Microsoft average approximately 88 hours for resolution, which is significantly faster than going directly to Microsoft.
Q5: Can TrustedTech help move my organization from hybrid to cloud-only?
A: Yes. TrustedTech assists clients in migrating from hybrid or on-premise environments to fully cloud-based solutions, including Azure virtual machines, domain controllers, and M365 licensing.
Q6: Does TrustedTech offer government (GCC) licenses and support?
A: TrustedTech can procure GCC standard licenses and provide consulting for compliance and security. GCC High licenses are not supported due to additional compliance requirements.
Q7: How does TrustedTech address security concerns with GDAP access?
A: Customers can control the level and duration of GDAP (granular delegated admin privileges) granted to TrustedTech. Access can be limited, set to expire quickly, or revoked at any time. The minimum required permission is “service support administrator,” which only allows ticket creation.
Q8: Are TrustedTech’s support services available globally?
A: Yes, support services are offered internationally, including the UK and EU.
Q9: How does TrustedTech handle third-party hardware issues?
A: TrustedTech works with clients to rule out Microsoft-related issues first, ensures hardware is supported and up to date, and can coordinate troubleshooting with both the OEM and Microsoft if needed.
Q10: Is there a promotional offer for new or renewing customers?
A: Yes, TrustedTech offers a complimentary 30-day support period for new and renewing customers to experience the value of their certified support services.
Microsoft Support Is Changing – Expert Insights
Microsoft’s Partner-Driven Support Model Is Here to Stay
Microsoft’s cloud ecosystem has grown too complex for a one-size-fits-all service. By empowering certified partners to manage front-line support, Microsoft ensures clients receive localized, specialized, and scalable assistance. ]
As a Microsoft Managed Partner and Premier Support for Partners (PSfP) provider, TrustedTech offers businesses direct access to Microsoft resources, eliminating the red tape and accelerating resolution, thereby improving the overall support experience.
Direct CSPs Deliver Faster Escalations
When you work with a direct CSP, you skip the middle layer of distributors that slow down response times. TrustedTech works directly with Microsoft, enabling us to escalate tickets in real-time and achieve faster outcomes, with no delays or lost communication.
Certified Support Services (CSS): Proactive + Reactive Support
Our Certified Support Services framework combines the best of both worlds:
- Reactive Support: Rapid response for break/fix issues, with 86% resolved internally before Microsoft escalation.
- Proactive Support: Consulting sessions, assessments, and workshops that help prevent issues before they start.
Clients only “use” a case when it’s escalated to Microsoft, saving money compared to hourly or per-ticket billing models.
Up to 80% Faster Resolution Times
Speed matters. With a five-minute triage response and dedicated escalation managers, TrustedTech resolves most support cases in under 88 hours, compared to 9–12 days through Microsoft directly.
The result: less downtime, higher productivity, and a more predictable support experience.
Support That Cuts Costs - Not Corners
Microsoft’s Unified Support can cost enterprises a percentage of their total licensing spend. TrustedTech reduces that cost by as much as 50%, offering flat-rate monthly tiers that include consulting hours, professional services credits, and unlimited ticket intake. No hourly rates. No hidden fees. Just predictable, value-driven support.
Flexible Support Tiers for Every Organization
Whether you’re an SMB or a large enterprise, there’s a CSS tier designed for you:
- Essentials: Foundational break/fix coverage for small teams (<100 users).
- Standard / Commercial: For organizations with M365 Business Premium or E3/E5 licenses seeking proactive consulting.
- Enterprise: Comprehensive support for advanced Azure and Defender environments, including dedicated cloud engineers.
Each plan is tailored to your IT maturity and Microsoft investment.
Security-First Access with GDAP Controls
Client trust and data security are at the core of our model. Using Granular Delegated Admin Privileges (GDAP), customers can define precisely what access we receive, and for how long. Access can be limited, time-bound, and fully revocable, ensuring complete control over your tenant.
Proactive Optimization Drives ROI
TrustedTech’s proactive engagements, including Copilot Readiness Assessments, cloud migration planning, and best-practice workshops, help organizations unlock more value from existing Microsoft licenses. By optimizing what you already own, you can accelerate adoption, eliminate redundant tools, and enhance security without increasing your expenses.
Global Coverage and Compliance Expertise
Our Certified Support Services are available worldwide, including GCC Standard customers in highly regulated industries. We provide consulting on CMMC, ITAR, and other compliance frameworks to ensure your Microsoft environment aligns with your security requirements.
Try Certified Support Services - Free for 30 Days
Experience TrustedTech’s Certified Support firsthand. For a limited time, new and renewing customers receive 30 days of complimentary support, providing a risk-free opportunity to experience the speed, responsiveness, and cost-effectiveness of Microsoft support firsthand.
Final Thoughts
As Microsoft’s ecosystem evolves, so should your approach to support. Working with a Premier Partner like TrustedTech means faster resolutions, lower costs, and a proactive partnership that keeps your Microsoft environment secure, optimized, and ready for the future.
Ready to experience enterprise-grade support at an SMB-friendly price? Explore Certified Support Services or contact your TrustedTech account manager today.
