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The Evolution of Microsoft Partner Support: A Personal Perspective
As a Worldwide ASfP Evangelist, I am excited to share my personal perspective on the evolution of Microsoft Partner Support. It was an honor to shadow and witness the AI Partner Skilling session hosted in London, where I gained valuable insights into the challenges our partners face and the innovative solutions available to them. In today’s fast-moving IT landscape, businesses rely on Microsoft Partner Support to navigate complex challenges and leverage new opportunities. Over the years, Microsoft’s support services have evolved significantly, adapting to the changing needs of partners, customers, and IT professionals. As technology evolves, support mechanisms are constantly improving to provide enhanced solutions. The insights shared here reflect my personal perspective based on my experience in the industry. The Early Days of Microsoft Partner Support The journey of Microsoft Partner Support began with a focus on providing basic troubleshooting and technical assistance. Initially, partners had limited access to direct Microsoft resources, relying heavily on documentation, community forums, and traditional help desks. While these resources were helpful, they often lacked the depth required for enterprise-level issues. As Microsoft expanded its enterprise solutions, it recognized the need for more structured and personalized support. This led to tiered support models, giving partners access to advanced troubleshooting and a dedicated resource to support their company. This improvement allowed businesses to receive customized assistance based on their specific needs. The Shift Toward a Proactive Support Model Over the years, Microsoft transitioned from reactive issue resolution to proactive support. This shift was driven by the increasing complexity of IT environments, where preventing problems became just as important as solving them. With programs such as Premier Support for Partners, Microsoft began offering predictive analytics, ongoing health checks, and strategic guidance. Premier Support provides partners with a large team of experts dedicated to addressing their needs, ensuring comprehensive and personalized assistance. This allows businesses to minimize downtime and optimize their Microsoft ecosystem before issues become critical. However, as cloud computing and AI took center stage, a more sophisticated support system was required to meet evolving demands. Cloud and AI: Reshaping Microsoft Support The rise of Microsoft Azure, AI-driven tools, and cloud services led to another major transformation in Microsoft Partner Support. Support services have become more intelligent, with AI-powered chatbots, automation, and advanced diagnostics helping resolve issues faster than ever before. Microsoft introduced tools such as Copilot and AI-driven agents, allowing IT professionals to streamline troubleshooting, automate repetitive tasks, and enhance customer interactions. These advancements have significantly reduced response times and improved the overall partner experience. With AI and automation now at the core of Microsoft’s support strategy, the focus is shifting towards predictive intelligence and self-service capabilities, enabling partners to resolve issues independently and more efficiently. What to Expect Next in Microsoft Partner Support As technology continues to evolve, we can expect even more enhancements to improve efficiency, reduce complexity, and empower partners. Here’s what’s on the horizon for Microsoft Partner Support: Hyper-Personalized Support Experiences Microsoft is investing in AI-driven personalization, tailoring support interactions based on a partner’s unique usage patterns, business needs, and historical data. This means businesses will receive recommendations and insights that are more relevant to their specific challenges, ensuring a more customized support experience. Deeper Integration with Microsoft 365 and Azure With Microsoft 365 and Azure at the heart of enterprise solutions, future support offerings will focus on deeper integration. This will enable seamless collaboration between partner businesses and Microsoft’s ecosystem. Expect more embedded support within Microsoft tools, reducing the need to switch between platforms for troubleshooting. Expansion of Self-Service Capabilities Microsoft continuously enhances its self-service portals, allowing partners to access knowledge bases, automated diagnostics, and virtual support agents 24/7. The goal is to empower partners with the tools they need to solve problems quickly without waiting for traditional support responses. Stronger Security and Compliance Support As cybersecurity threats increase, Microsoft is prioritizing security-focused support. Partners can expect more resources dedicated to compliance, risk management, and threat prevention, helping businesses safeguard their data and operations effectively. AI-Powered Predictive Support Imagine a support system that detects potential issues before they impact your business. With AI advancements, Microsoft Partner Support will offer more predictive insights, automatically identifying risks and providing proactive solutions to mitigate downtime. Premier Support for Partners (PSFP) Premier Support for Partners (PSFP) provides partners with a large team of experts dedicated to addressing their needs. This comprehensive support ensures that businesses receive personalized assistance, advanced troubleshooting, and strategic guidance to optimize their Microsoft ecosystem. Advanced Support for Partners (ASfP) Advanced Support for Partners (ASfP) offers technical support tailored to the evolving needs of partners. This includes access to a dedicated team of experts, proactive services, and strategic advice to help partners stay ahead of technological changes and maximize their investment in Microsoft solutions. Why IT Professionals Should Stay Ahead of These Changes For IT professionals and Microsoft partners, keeping up with the latest developments in Microsoft’s support model is no longer optional—it’s essential. As Microsoft continues refining its enterprise support approach, businesses must stay informed and proactive. This evolution presents opportunities for efficiency, innovation, and enhanced customer experiences. The Importance of Staying Informed Technology is constantly changing, and Microsoft’s support landscape is no exception. Businesses that fail to keep pace risk falling behind, while those that stay ahead gain a competitive advantage. Understanding how Microsoft’s new support structures work and adapting accordingly can significantly improve operational efficiency and reduce downtime. Let’s explore the key areas where IT professionals should focus their efforts: Leveraging AI-Powered Troubleshooting Tools Reduced reliance on traditional ticket-based support models. Faster identification of recurring issues through AI-driven insights. Proactive problem resolution before they impact business operations. For example, Microsoft’s AI-powered support can now predict when a system will likely fail based on historical data, allowing IT teams to take preventive measures. This shift not only enhances efficiency but also ensures a smoother user experience. Artificial intelligence (AI) reshapes how IT teams diagnose and resolve issues. Microsoft has integrated AI into its support systems for faster troubleshooting, predictive maintenance, and automated solutions. For IT professionals, this means: Embracing Self-Service Support Capabilities Empower end-users to find solutions independently. Reduce response times for frequent issues. Free up resources to focus on complex technical challenges. Organizations implementing self-service options often see improved user satisfaction and decreased support costs. This is a win-win situation for IT teams and the businesses they support. Self-service support is becoming a cornerstone of Microsoft’s strategy. Businesses are encouraged to leverage Microsoft’s extensive knowledge base, community forums, and automated chatbots to resolve common issues without direct intervention. By incorporating self-service solutions, IT professionals can. The Rise of Cloud-Based Support Solutions 24/7 access to cloud support services from anywhere. Automated updates and security patches to reduce vulnerabilities. Integration with Microsoft 365 and Azure for seamless enterprise solutions. Understanding cloud-based support models is crucial for IT professionals. They allow for better incident management, quicker resolution times, and improved collaboration across teams. Cloud technology continues to revolutionize IT support. Microsoft’s cloud-based support offerings provide scalable, secure, and flexible solutions that adapt to business needs. Key benefits include: Final Thoughts: Embracing the Future of Microsoft Partner Support The evolution of Microsoft Partner Support reflects the broader shift towards AI, automation, and proactive problem-solving. As we move forward, Microsoft’s commitment to enhancing partner support means businesses can access more competent, efficient, and highly personalized assistance. The key takeaway for IT professionals and businesses working within the Microsoft ecosystem is that staying informed and adapting to these advancements will ensure a seamless and optimized support experience. If you want to maximize the benefits of Microsoft Partner Support, start exploring the latest support programs and AI-driven tools available today. Are you ready for the next phase of Microsoft Partner Support? Stay informed and make the most of these evolving resources by keeping up with Microsoft’s latest updates. Note: This blog is valid until the end of June 2025.Accelerate Your Digital Journey with Modern Support
In today's fast-paced digital world, having the right support for your technology investments is crucial. Whether you're a partner or a customer, Microsoft offers a range of support options designed to meet your unique needs and help you get the most out of your technology. Let's explore the different support options available and how they can benefit you. Microsoft Unified Support For customers with a significant investment in Microsoft technologies, Microsoft Unified Support is the best option. This comprehensive support model provides: As-needed coverage for all your Microsoft products and solutions. Direct access to Microsoft engineers with deep technical knowledge and expertise. Proactive collaborations with Microsoft experts to drive your digital transformation. 24x7 problem resolution support across your entire Microsoft portfolio. Designated Customer Success Account Manager who understands your business and goals. On-demand learning content such as webcasts, workshops, and virtual labs at no additional cost. With Microsoft Unified Support, you can ensure business continuity, maximize your support services, and move your technology initiatives forward with confidence. Premier Support for Partners (PSfP) For partners looking to enhance their support capabilities, Premier Support for Partners (PSfP) offers: Direct relationship with Microsoft for cloud, on-premises, and hybrid support. Escalation management for critical cases. On-demand advisory calls for technical guidance. Access to enhanced solutions and technology-specific support services. PSfP is ideal for partners who want to provide comprehensive support to their customers while leveraging Microsoft's expertise. Advanced Support for Partners (ASfP) For partners who primarily focus on cloud services, Advanced Support for Partners (ASfP) provides: Partner Success Account Manager Team (PSAM): Pooled account managers who work with you to plan your technical strategy, support your escalations, and help you access the best resources and opportunities for your partnership with Microsoft. You will have 60 hours of PSAM support for a 12-month agreement. Technical Cloud Consults and Customized Partner Learning Planning: Tailored technical assessments and readiness plans crafted specifically for your business needs, covering various aspects of the Microsoft Cloud ecosystem. You will get 12 cloud consults for a 12-month agreement. Improved Support Entitlements: Prioritized response on Microsoft product cases when logged directly with Microsoft. For CSP Indirect partners, you will work with your Distributor to open, manage, and escalate support incidents on behalf of your customers. ASfP is perfect for partners who need specialized support for Microsoft cloud services and want to enhance their technical capabilities. Choosing the Right Support Option When selecting a support option, it's essential to consider your organization's specific needs and how you purchase Microsoft solutions. Here are some key factors to keep in mind: Investment in Microsoft technologies: For significant investments, Microsoft Unified Support offers the most comprehensive coverage. Support model: Choose PSfP for a direct relationship with Microsoft and comprehensive support, or ASfP for cloud-focused support. Partner capabilities: Ensure your partner has the necessary expertise and support infrastructure to meet your needs. By understanding the different support options available, you can make an informed decision and ensure you have the right support to accelerate your digital journey.Unlock the Full Potential of Your Partnership with ASfP
Are you ready to take your partnership with us to the next level? Our Advanced Support for Partners (ASfP) is a collaborative resource of pooled account managers, here to help you achieve just that! ASfP offers a range of services designed to support your business growth, enhance your technical capabilities, and provide you with the resources you need to succeed. How to Reach Out to ASfP Getting in touch with our ASfP team is easy! Simply follow these steps: Visit our ASfP page. Navigate to the "Contact with an Specialist" section. Fill out the inquiry form with your details and the specific your Microsoft Partner ID. Submit the form, and our ASfP team will get back to share more information about ASfP. Why Engage with ASfP? By connecting with ASfP, you'll gain access to: Expert technical support tailored to your needs. Exclusive resources and tools to help you grow your business. Don't miss out on the opportunity to maximize your partnership with us. Reach out to ASfP today and discover how we can help you achieve your goals.
Partner Support Services Designation Public Preview Deck + Nomination Form
On July 18, 2023, at Inspire, Microsoft provided an update to our partners regarding plans to launch a new Partner Support Services Designation, which builds on the Microsoft AI Cloud Partner Program solution area designations and further recognizes a partner’s breadth and excellence of support capabilities. Partners who earn a Support Services designation will be given access to Microsoft tools and resources to enhance their support capabilities. Badging for the designation will help partners differentiate their organizations with customers and in the Microsoft commercial marketplace. We are opening a limited public preview for partners to get an early look at the Support Services designation, provide feedback and get on the fast track to qualifying when the program is fully available. Learn more about the prerequisites for joining the public preview and self-nominate using this simple form if all prerequisites are met. *The full Partner Support Services Designation Public Preview Presentation is attached below. * -- Advanced Support for Partners (ASfP) is a paid, Partner offering that includes a Partner Success Account Manager and technical consultative benefits to help you grow in the Microsoft Cloud more quickly. To speak with an ASfP specialist about your needs and the benefits of ASfP, complete this form today.Unleashing Success: The Impact of Advanced Support for Partners on Microsoft Cloud Businesses
Unleashing Success: The Impact of Advanced Support for Partners on Microsoft Cloud Businesses A blog post by Asher Nierman, Sr. Campaign Manager at Microsoft Are you a Microsoft partner who wants to accelerate your cloud business, differentiate your solutions, and grow your customer base? If so, you might be interested in Advanced Support for Partners (ASfP), a paid partner offer that provides you with a range of benefits to help you succeed on the Microsoft Cloud. ASfP is more than just a support plan; it is a comprehensive partner experience. The Partner Success Account Manager (PSAM) and the global team of experts alongside them provide the foundation of the ASfP offering. Additional layers include Microsoft-direct consultative technical guidance, improved reactive support, and various components that help Partners grow and expand their operations to new levels. But don't just take our word for it; we have data to back up the value of ASfP for our partners. We recently conducted an analysis of the impact of ASfP on the partners and the results are impressive. They clearly show that ASfP partners outperform non-ASfP partners in several key areas. Microsoft AI Cloud Partner Program Impact We compared the performance of ASfP Partners and non-ASfP partners and found that ASfP partners have a significant advantage in attaining Solutions partner designations and growing their cloud business. Here are the highlights from our analysis: ASfP partners have a 47% uplift in Microsoft AI Cloud Partner Program Capability Score, which reflects their overall cloud maturity and readiness.* ASfP partners are 2.2x more likely to have at least one Solutions partner designation, which demonstrates their proven expertise and technical capability and success in the Microsoft Cloud* Microsoft Cloud Revenue Uplift Building on the success of ASfP partners in the Microsoft AI Cloud Partner Program, our analysis reveals further compelling advantages when looking at actual revenue uplift for three primary solution areas, Microsoft 365, Dynamics 365, and Azure. Here are the highlights from the study: ASfP partners have a 3x deployment rate across Dynamics 365 solutions, ASfP partners have a 1.7x deployment rate across Microsoft 365, 1.7x, and For Azure, ASfP partners drive 92% more Azure Consumed Revenue (ACR), vs the control group.* These results show that ASfP partners are more capable, more differentiated, and drive more Cloud revenue than non-ASfP partners. Advanced Support for Partner Satisfaction But that's not all. ASfP partners are highly satisfied with their PSAM and have a higher overall partner satisfaction (OSAT) than non-service plan partner OSAT. From active ASfP Partners: ASfP partners rate their Partner Success Account Manager (PSAM) 4.8 out of 5, indicating a high level of satisfaction with the account management and guidance they receive.* ASfP partners rate their proactive services satisfaction an average of 4.7 out of 5, based on 7,500 delivered services that help them improve their cloud skills and solutions.* ASfP partners have a higher overall partner satisfaction (OSAT) score than non-service plan partners, reflecting their positive perception of the value and support they get from Microsoft.* This data serves as a testament to the value ASfP partners place on the personalized and proactive partner experience provided by ASfP. They also highlight the importance of the PSAM, a key differentiator and trusted advisor who helps partners navigate the Microsoft partner ecosystem, align their business goals with Microsoft priorities, and leverage the best resources and opportunities to gain skills and knowledge that leads to expanded cloud businesses and offerings. How to Join ASfP and Start Your Journey to Success If you are interested in joining ASfP and benefiting from the partner experience and impact that we have described or to speak directly with our team to discuss your unique needs and to assist with options, please complete this form today. ASfP is a paid partner offer, though we believe that the value and return on investment that ASfP delivers far outweighs the cost. A quote from one of our Partners and documented on the ASfP Website in a published success story: “Our experience in ASfP has been invaluable and is directly correlated to our ability to serve more customers, across more technologies, and with higher levels of customer satisfaction, which has allowed us to exceed our growth targets and properly plan for the future.” Lance Wilson, CEO – AMG Services. Premier Support for Partners For Partners seeking the highest level of technical enablement and support, another option for Partners to consider is Premier Support for Partners (PSfP). This offering includes benefits, features, and add-ons beyond those in ASfP and is a great option depending on needs and budget. To learn more, please visit Microsoft Premier Support for Partners and leverage that form to speak with a PSfP specialist. We hope that this blog post has given you insights into the impact of ASfP on our Partners and how ASfP can help you achieve more across the Microsoft AI Cloud Partner Program and Microsoft Cloud. We invite you to join ASfP and continue your journey to Microsoft partner success with us. To speak with an ASfP Evangelist, complete this form today. *The ASfP Impact slide with additional information and sources can be found here.* Additional resources available to you: Visit the ASfP Website Visit the PSfP Website Stop by the ASfP Partner Community Download the ASfP Fact Sheet View the ASfP Impact Slide Book a meeting with an ASfP Evangelist
