I'm in search of a dependable Microsoft Solutions Partner, especially for technical support on issues that require their direct assistance rather than something we can handle internally. Our CIO has finally concluded that it's time to move on from our current partner due to their ongoing inability to effectively escalate and resolve our support issues, particularly with Teams, Outlook, and the On-Premises Data Gateway for Power BI. We are facing a major problem with the latter, which has caused a prolonged outage affecting our users, and our partner has struggled to provide effective support despite multiple sessions and countless emails over the weeks. The support issue was escalated to Microsoft early on, but the representative we're working with seems unable to grasp even the basic facets of the problem, which has been frustrating to say the least. A formal complaint led only to more lengthy meetings with the same unhelpful Microsoft resource. With their failure rate in addressing our issues over the last couple of years surpassing 95%, it's becoming increasingly frustrating, and we need to find someone who can actually deliver. Any recommendations would be greatly appreciated!
3 Answers
Just so you know, Gold partners aren’t recognized anymore. Look for partners with a ’solution designation’ in your area, as that’s what you should be aiming for moving forward.
Just a heads-up, switching partners won’t automatically solve your issues with Microsoft support itself. It’s important to find a partner who can effectively escalate your problems and act as a buffer against the worst parts of Microsoft support. Good luck with that!
That’s definitely something to keep in mind. It’s more about finding someone who knows how to navigate that mess rather than hoping for a magic fix.
We’ve had a great experience with a company called Kizan based out of Cincinnati. They’ve provided consistent support over the years without any major issues. Definitely worth considering!
+1 for Kizan! I’ve heard nothing but good things about them.
Thanks for the tip! I’ve updated my post to reflect that.