One thing I did years ago was to purchase an entry-level PSA at my MS Technical Account Manager’s (TAM) recommendation. It was only 60-hours of premier support over a year, but after we tried it once on a crazy error in one of our server event logs, we were sold. We were contacted within the two-hour response time with a solution and didn’t have to endure those annoying standard follow-up questions.
Look, not all of our PSA incidents went that well, but every time we’ve used it; we’ve nailed down the root cause. When I moved over to my current business unit (SES), I talked my boss into getting one for us. The team has solved problems with AD domain trust issues, SharePoint, etc. IT IS WORTH EVERY PENNY. It’s worked so well, our team in Stamford asked to use it after watching it solve one of our SharePoint problems.
It doesn’t just provide incident help. We also have Microsoft Subject Matter Experts help us optimize our MS-based business processes. Our TAMs (Rob and Steve) have partnered with us to help us isolate our biggest pain points and invariably put us in contact with the right people. Now this extra support can cost more, but not always. Contact your TAM to see how.
One PSA engagement is why we decided to move to Windows 7 so quickly, including deploying the OS to one of our most important business processes the first day RTM was available.
I’ll tell you more about that in my next post, which many not be for a few days. March Madness, ya know.