Microsoft Unified Communications Help Desk Support Options

Understanding your Microsoft UC Support Options

Unified Communications can simplify the end-user experience, but complicate the data center.  Post-warranty support and maintenance of a UC solution involves a number of complex technologies and vendors.  For example, a VoIP gateway that connects a PBX to an Exchange or OCS server is neither manufactured nor supported by Microsoft.  Conversely, gateway vendors don’t support Microsoft’s OCS or Exchange UM products.  Who do you call if you have a problem, and how do you minimize the impact of an issue?  An increasingly popular solution is for a solution provider like Enabling Technologies to provide end-to-end solution support. 

Enabling provides support on all components from all vendors under a cohesive solution support contract.  We act as a single point of contact for a client’s IT staff after they’ve diagnosed an issue with the supported components.  Enabling provides two hour response times under either 8x5 or 24x7 contracts, troubleshoots to resolution, or escalates to the vendors on behalf of the client.  Enabling sticks with the client issue until it’s resolved, and provides daily status updates if bugs linger with the manufacturers.  Importantly, our installation engineers share pertinent information about the client’s installed environment with the support team, and then act as internal escalation resources, so that someone familiar with the setup of the system is available to help.  Enabling understands that many customers have an existing Software Assurance agreement in place with Microsoft.  But Enabling’s clients avoid the frustration of having to re-explain their situation to various vendors by turning to an expert in the UC solution stack.  You can run your business while Enabling cares for your entire UC solution.  The following table depicts the level of support offered.