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.
Microsoft Incentives Webinars & On-Demand Content
Click here for the MCI Partner Landing Page for Webinars & On-Demand Content MCI Partner sessions are dedicated to assist Partners with questions related to new and/or existing incentive offers in MCI. In this page, you will find upcoming adoption call or webinar events that you can register to attend or listen back to past recordings. Important! The events below will be recorded so you can watch again or share with anyone who was unable to attend live. Simply use this landing page to access the recording after the event ends. Also, materials for these events will be provided. Simply click on the event link from this page to access the attachments for the event. We look forward to connecting with you. Experience Beginning in July 2024, Partner Operations will host global calls in English, featuring real-time audio and subtitle translations provided by KUDO AI Interpretation. The languages offered for audio/subtitle translation are Japanese, Korean, Mandarin, LATAM Spanish, Brazilian Portuguese, German, Canadian French, French, Italian, and Hindi. June Webinars * Disclaimer: Microsoft's live and on-demand content is intended for use by the Microsoft partner audience only. Use or distribution of this content for other purposes or audiences is prohibited. -- Premier Support for Partners (PSfP) and Advanced Support for Partners (ASfP) are paid partner offerings at Microsoft that provide unmatched value through a wide range of Partner benefits including account management, direct-from-Microsoft advisory consultations, the highest level of reactive support available including up to 15-minute response times on critical cases, and coverage across cloud, hybrid, and on-prem. Please review these resources to learn more and consider booking a meeting to speak directly with our teams for a better understanding of the value-added benefits of PSfP and ASfP. Book a meeting with a PSfP Specialist Visit the PSfP Website Book a meeting with an ASfP Evangelist Visit the ASfP Website Download the ASfP Fact Sheet View the ASfP Impact Slide Stop by the ASfP Partner CommunityHow to Choose the Best Support Plan for Your Microsoft Cloud Business?
Are you a Microsoft Partner who wants to grow your cloud business and deliver value to your customers? If so, you need to have a reliable and effective support plan that can help you achieve your goals. But how do you know which support plan is best for your needs? In this blog, I will share with you some of the support options available for partners and how they can help you succeed in the cloud. What are the support options for partners? Microsoft offers three main types of support plans for partners: Microsoft AI Cloud Partner Program: This is a program that helps partners to build, sell, and go to market with AI solutions using Microsoft technology. The program provides partners with exclusive tools, benefits, and resources to help them drive growth and deliver high-performing, customer-centric AI solutions. The program also helps partners to differentiate their AI capabilities with a specialization, incentivize customers to migrate to the cloud, and accelerate innovation with ISV Success. Any partner who wants to join can do so at no cost and become part of a global community focused on customer growth and success. Advanced Support for Partners (ASfP): This a paid partner offering designed for small and medium-sized partners who need technical support and guidance to grow their cloud business. It provides access to partner-focused services, such as cloud consultations, break-fix support, proactive services. Premier Support for Partners (PSfP): This is a paid partner offering tailored for large and complex partners who need end-to-end support for cloud, hybrid, and on prem, to optimize their performance and operations. It can include on-site support, customized workshops, assessments, and developer benefits. Partners can also opt in for higher levels of break-fix support including Azure Rapid Response and Critical Situation Support. How to choose the best support plan for your needs? The support plan you choose depends on your business needs, goals, and budget. Here are some factors to consider when choosing a support plan: Business size: If you are a small or medium-sized partner who is new to Microsoft cloud services or who has a low volume of support requests, you may find the Microsoft AI Cloud Partner Program or ASfP sufficient for your needs. However, if you are a large or complex partner who has a high volume of support requests or who needs more customization and integration, you may benefit from PSfP. Business complexity: If you are an Indirect Reseller or have minimal reactive support needs, Microsoft AI Cloud Partner Program may be sufficient for your business. However, if you are a Direct CSP or Indirect Provider, enhanced reactive benefits will improve the support experience felt by you and your customers with ASfP and PSfP. Something to keep in mind... if you are comfortable leveraging Partner resources, following guidance videos, and documentation for technical enablement, Microsoft AI Cloud Partner Program is a great option. If you want to stay ahead of the technical curve with guidance from an account manager and other technical resources, ASfP is the option for you. If you require on site enablement and workshops, PSfP is a great choice, but you may find ASfP can provide a lot of information that will be valuable to you and customers. Business goals: If you want to build, sell, and go to market with Microsoft cloud solutions, the Microsoft AI Cloud Partner Program is the first step. As your goals for growth and customer needs increase, as you plan to optimize existing operations, offer new services, and prepare for more growth, you may find ASfP is the right choice. For the top tier Partners, those supporting high-valued clients, requiring the continuation of an established enterprise, PSfP offers the most to achieve further goals, reduce risks, and with maximum differentiation in the market. How to sign up for a support plan? Sign in to the Partner Center with your partner account. Go to the Support tab and click on Support plans. Choose the support plan that suits your needs and click on Buy now. Follow the instructions on the screen to complete your purchase. If you want to sign up for a support plan by contacting your account manager, you can do so by following the instructions provided in Technical Support for Microsoft Partners. "As a Support Evangelist for Microsoft, I often get asked by our partners about the best support plan for their needs. I hope this blog has helped you understand some of the options available and how they can help you succeed in the cloud. If you have any questions or need more guidance on choosing the right support plan for your business, please contact me. I am happy to assist you in any way I can. 😊" - Giselle Alaniz Resources: Compare Microsoft Partner Support Offerings Microsoft Advanced Support for Partners (99+) Giselle Alaniz | LinkedIn (99+) Asher Nierman | LinkedIn Talk to an Advanced Support for Partners specialist (microsoftpartnersupport.com)[Watch On-Demand] - Advanced Support for Partners (English, Spanish, Portuguese)
Now available on-demand are four recent presentations about Advanced Support for Partners (ASfP) in English, Spanish, and Portuguese. Watching these presentations is a great way to learn more about the benefits of ASfP and will help you understand how Partners like yourself are leveraging ASfP to grow in the Microsoft cloud. For an in-depth conversation about your specific needs with an ASfP specialist, please complete this form. Recording of "Grow your business with one-to-one support" - English Recording of "Learn how to increase your technical abilities, grow faster in the cloud, and have stronger relationships with Microsoft" - English Recording of "Crezca su negocio con soporte personalizado" - Spanish Recording of "Expanda os seus negócios com suporte individualizado" - Portuguese Grow your business with one-to-one support Delivery language(s): English Closed captioning language(s): English Recording of "Grow your business with one-to-one support" [AMER002] (microsoft.com) To help increase your technical abilities, grow in the cloud, and have stronger relationships with Microsoft, the Partner Technical Consultants and Advanced Support for Partners programs are two options you should consider leveraging today. The Partner Technical Consultant (PTC) Team is available to assist partners with proof-of-concept guidance, architecture and design consults, migration from on-premises, publishing in marketplaces, design and implementation guidance, competitive assistance for objections, sample code/test environment review, request for proposal questions, and much more. The Advanced Support for Partners (ASfP) program is a cloud focused Partner support offering that includes a dedicated Partner Success Account Manager, enables cloud growth, improves support capabilities, and strengthens the Microsoft/Partner relationship through these and other value-added benefits. Learn how to increase your technical abilities, grow faster in the cloud, and have stronger relationships with Microsoft Delivery language(s): English Recording of "Learn how to increase your technical abilities, grow faster in the cloud, and have stronger relationships with Microsoft" [EMEA004] To help increase your technical abilities, grow in the cloud, and have stronger relationships with Microsoft, the Partner Technical Consultants and Advanced Support for Partners programs are two options you should consider leveraging today. The Partner Technical Consultant (PTC) Team is available to assist partners with proof-of-concept guidance, architecture and design consults, migration from on-premises, publishing in marketplaces, design and implementation guidance, competitive assistance for objections, sample code/test environment review, request for proposal questions, and much more. The Advanced Support for Partners (ASfP) program is a cloud focused Partner support offering that includes a dedicated Partner Success Account Manager, enables cloud growth, improves support capabilities, and strengthens the Microsoft/Partner relationship through these and other value-added benefits. Agenda: Partner Technical Consultant (PTC) Overview Advanced Support for Partners (ASfP) program Next Steps & Resources Q&A Crezca su negocio con soporte personalizado Idiomas de la sesión: Español Recording of "Crezca su negocio con soporte personalizado" [LATES001] (microsoft.com) Tenemos dos opciones para ayudarlo a incrementar sus capacidades técnicas, crecer en la nube, y tener mejores relaciones con Microsoft. Estas opciones son: los Consultores Técnicos para Socios (PTC) y el programa de Soporte Avanzado para Socios (ASfP). Los Consultores Técnicos para Socios (Partner Technical Consultant - PTC): Es el equipo enfocado a ayudar a los socios en guías de Pruebas de Concepto, diseño de arquitecturas, Migraciones de “En sitio”, publicar en el Marketplace, guía en el diseño e implementación, revisión de ambientes y de propuestas, y mucho más. El Soporte Avanzado para Socios (The Advanced Support for Partners - ASfP): Es un programa enfocado en la nube que incluye un Gerente de cuenta dedicado (PSAM - Partner Success Account Manager) para habilitarlo en el crecimiento en la nube, mejorar las capacidades de soporte, y fortalece la relación Microsoft/Socio a través de estos beneficios y otros valores agregados. Expanda os seus negócios com suporte individualizado Idioma(s) de apresentação: Português Recording of "Expanda os seus negócios com suporte individualizado" [LATPT001] (microsoft.com) Os consultores (Partner Technical Consultants) e o programa Advanced Support for Partners (ASfP) são duas opções para ajudá-lo a aumentar as habilidades técnicas, crescer na nuvem e estabelecer relacionamentos mais fortes com a Microsoft. Saiba mais e aproveite. Partner Technical Consultants (PTC): Os consultores técnicos para parceiros (PTCs) estão disponíveis para ajudar os parceiros com provas de conceito (POC), assistência técnica para pré-vendas, orientações sobre arquitetura e design, melhores práticas sobre migrações e implementações, publicações no Marketplace, e muito mais. Programa Advanced Support for Partners (ASfP): É uma oferta de suporte ao parceiro focada na nuvem que inclui um gerente de contas para apoio dedicado ao parceiro, habilita para o crescimento da nuvem, melhora os recursos de suporte e fortalece o relacionamento Microsoft/parceiro por meio desses e de outros benefícios de valor agregado. Microsoft Advanced Support for PartnersWelcome to the new Advanced Support for Partners (ASfP) Community!
For more than 7 years, the globally available, cloud-focused, paid Partner support offering, Advanced Support for Partners (ASfP), has been providing amazing support to thousands of Partners across more than 130 countries. ASfP supports many types of Partners (MSPs, ISVs, SIs) across the various Microsoft cloud solution areas including Business Applications, Data & AI, Digital & App Innovation, Infrastructure, Modern Work, and Security. ASfP provides Partners with the benefits they need to grow technically, to have a better relationship with Microsoft, and with next-level reactive support capabilities*. Partners often see higher Azure Consumed Revenue, deploy more seat-based subscriptions, and receive Microsoft-direct guidance that improves the application development cycle. Additionally, Partners in ASfP on average have higher Microsoft Cloud Partner Program Capability Scores and more Solutions Partner Designations, driven by the customized Partner Learning Plans, various Account Planning engagements, and other Partner enablement benefits in ASfP. The key benefit of ASfP is the in-house Partner Success Account Manager (PSAM), a Trusted Business Advisor that provides Partner organizations with the most direct connection to all things Microsoft. This is a benefit only Microsoft can provide. Please consider joining this new community here on the Tech Community site. Here, we will share information about the benefits, capabilities, and successes in ASfP, in addition to sharing relevant, Partner-rich insight that we hope adds value to your organization and brings you closer to the Microsoft Advanced Support for Partners team! For more information about Advanced Support for Partners, please visit the ASfP website. If you would like to be contacted by an ASfP specialist to discuss your needs, to learn more about the benefits of ASfP, or to join the ASfP program, please complete this form today! --Advanced Support for Partners
