TrustedTech Presents The Microsoft Playbook - Microsoft Support Changes

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In this episode, TrustedTech sits down with Jason Lou, Support Program Manager, to explain the upcoming changes to Microsoft’s support offerings and partner ecosystem.

What’s Covered:

✅ The new, higher standards for becoming a Microsoft partner include increased revenue requirements and a focus on exclusivity and quality.

✅ How these changes are designed to ensure customers receive more proactive, “white glove” support from elite-level partners.

✅ The impact on end users: improved case management, enhanced support experiences, and greater value from Microsoft partners.

✅ Why Microsoft is encouraging partners to handle more issues internally, and how escalations to Microsoft now involve additional costs.

✅ Questions customers should ask when selecting a partner: in-house resolution rates, escalation procedures, SLAs, and proactive service offerings.

✅ The evolving role of AI in Microsoft support, and how the balance between automation and human expertise will influence the future of support over the next 3–5 years.

✅ How TrustedTech is adapting its support model to provide more transparent, ticket-based, and proactive services for clients.

Whether you’re a Microsoft customer, partner, or simply interested in how support is evolving in the tech industry, this video will provide you with the insights needed to navigate the new landscape.

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