In the fast-evolving landscape of enterprise IT, the challenges of managing Microsoft environments have grown both in complexity and urgency. The shifting patterns of hybrid work, relentless security threats, and the ever-expanding catalog of Microsoft 365 and Azure services have put IT leaders under mounting pressure to ensure reliability and agility, often while containing costs and wrestling with a global talent shortage. Now more than ever, the quality and speed of Microsoft support—once a routine afterthought—has become a decisive factor shaping business continuity, employee productivity, and digital transformation trajectories.
Recognizing these dynamics, FORTÉ, a renowned innovator in enterprise communication and collaboration, is set to host an exclusive webinar aimed at revolutionizing Microsoft support for modern organizations. Scheduled for Thursday, August 21, the session—titled “Revolutionize Microsoft Support with Premier Services+”—promises a comprehensive exploration of new strategies that combine technical expertise, proactive engagement, and transparent pricing models. With industry veterans Jason Moulden and Kevin Nickell at the helm, FORTÉ’s leadership will explain how their Premier Services+ solution seeks to close the confidence gap that often plagues IT support arrangements, especially as organizations migrate more legacy workloads to cloud platforms.
Traditional Microsoft support models, often typified by break/fix incident escalation and vague resolution windows, were increasingly out of step with today's business needs. Customers routinely cited concerns about slow response times, lack of specialist access, and the unpredictability of support costs. In sectors such as finance, healthcare, and manufacturing—where downtime can have outsize impacts on revenue and trust—these pain points have heightened the desire for more customized, reliable, and scalable support offerings.
FORTÉ's Premier Services+ aims to address these challenges by eschewing the legacy, ticket-based paradigms in favor of a multi-faceted approach. According to company materials and corroborated by recent industry studies, the service is built around four key pillars:
However, while FORTÉ asserts that its engineering pool is “Microsoft-certified,” discerning customers should examine the depth and breadth of the team’s expertise, especially for niche Azure workloads or industry-specific compliance mandates. External reviews suggest the company employs a blend of direct Microsoft alumni and seasoned consultants, yet up-to-date, third-party verification is warranted for organizations in highly regulated environments.
Premier Services+ reportedly offers quarterly reviews and automated health reporting—practices that are quickly becoming table stakes among leading managed service providers. For IT directors overseeing hybrid or multi-tenant Microsoft environments, this capability is particularly valuable; issues spotted early in one tenant can inform future policy or configuration changes elsewhere in the organization.
FORTÉ’s model offers organizations the ability to pre-purchase and allocate service blocks across different business units, with unused portions eligible for rollover in some service agreements. This contrasts with traditional models that penalize organizations for “underusing” or misestimating support consumption, as detailed by several third-party finance and procurement audits. Still, as with any contract, IT leaders are urged to examine fine print around coverage exceptions, hour limitations, and special project inclusions.
Customer advocates within FORTÉ cite improved issue triage and the ability to drive long-term platform optimization as key byproducts of this strategy. However, as with other managed services, the value of account management depends greatly on the continuity and expertise of the personnel assigned—a factor that prospective clients should assess not only during onboarding, but as their Microsoft footprint and risk posture evolve.
For organizations considering Premier Services+, here are some strengths and potential risks to weigh:
For CIOs, CTOs, and IT decision-makers—as well as the day-to-day Microsoft administrators responsible for “keeping the lights on”—the August webinar hosted by FORTÉ offers a timely and detailed look into how next-generation support models can deliver both strategic advantage and operational assurance. While the offering appears solidly designed, organizations are encouraged to conduct rigorous due diligence, comparing FORTÉ’s solution both with direct Microsoft support plans and the rapidly expanding roster of third-party MSPs.
Ultimately, the transformation of Microsoft support is less about technology and more about partnership, transparency, and a relentless focus on the needs of the modern enterprise. As digital infrastructure becomes ever more central to organizational success, it is these principles—speed, expertise, predictability, and trust—that will define the winners and laggards in the race to future-ready IT operations.
Source: Business Wire https://www.businesswire.com/news/home/20250730064868/en/FORT-to-Host-Exclusive-Webinar-on-Transforming-Microsoft-Support/
Recognizing these dynamics, FORTÉ, a renowned innovator in enterprise communication and collaboration, is set to host an exclusive webinar aimed at revolutionizing Microsoft support for modern organizations. Scheduled for Thursday, August 21, the session—titled “Revolutionize Microsoft Support with Premier Services+”—promises a comprehensive exploration of new strategies that combine technical expertise, proactive engagement, and transparent pricing models. With industry veterans Jason Moulden and Kevin Nickell at the helm, FORTÉ’s leadership will explain how their Premier Services+ solution seeks to close the confidence gap that often plagues IT support arrangements, especially as organizations migrate more legacy workloads to cloud platforms.
Rethinking Microsoft Support in an Era of Dynamic IT
Traditional Microsoft support models, often typified by break/fix incident escalation and vague resolution windows, were increasingly out of step with today's business needs. Customers routinely cited concerns about slow response times, lack of specialist access, and the unpredictability of support costs. In sectors such as finance, healthcare, and manufacturing—where downtime can have outsize impacts on revenue and trust—these pain points have heightened the desire for more customized, reliable, and scalable support offerings.FORTÉ's Premier Services+ aims to address these challenges by eschewing the legacy, ticket-based paradigms in favor of a multi-faceted approach. According to company materials and corroborated by recent industry studies, the service is built around four key pillars:
- Faster Issue Resolution via Direct Engineering Access: Unlike generic support channels, Premier Services+ connects organizations directly with Microsoft-certified engineers—bypassing initial tiers and reducing both wait times and information loss. Early adopters report that this direct pathway can cut resolution time by up to 30-40%, though numbers may vary by case complexity and organizational maturity.
- Proactive and Reactive Coverage: Beyond firefighting, FORTÉ invests in proactive monitoring, regular health checks, and advisory sessions designed to anticipate issues across core Microsoft 365 workloads, Azure infrastructure, and hybrid deployments.
- Predictable, Transparent Pricing: Fixed-cost service allowances replace the opaque, incident-based pricing that often leads to budget overruns. This predictability enables IT leaders to align support spending with broader digital transformation investments.
- Dedicated Account Management: Every client is assigned a designated account manager who acts as both an escalation conduit and a consultative partner—bridging technical and strategic engagement.
Analyzing the Strategic Value Proposition
The emergence of Premier Services+ raises pressing questions for CIOs and IT administrators: What distinguishes this model from legacy Microsoft Premier Support? Are the claims of enhanced speed, transparency, and reliability borne out in real-world deployments?Speed and Access to Expertise
By promising direct access to Microsoft-certified engineers, Premier Services+ addresses one of the most persistent frustrations in traditional support channels: the “first-line runaround.” According to customer testimonials and industry analyst surveys, waiting in escalation queues often prolongs otherwise simple fixes—sometimes for hours, even days. FORTÉ’s approach is modeled after high-touch enterprise support frameworks, such as those found in sectors with strict SLAs. The inherent benefit is not merely resolving incidents faster, but empowering IT teams to partner on complex upgrades, migration projects, and compliance initiatives with confidence.However, while FORTÉ asserts that its engineering pool is “Microsoft-certified,” discerning customers should examine the depth and breadth of the team’s expertise, especially for niche Azure workloads or industry-specific compliance mandates. External reviews suggest the company employs a blend of direct Microsoft alumni and seasoned consultants, yet up-to-date, third-party verification is warranted for organizations in highly regulated environments.
Proactive Versus Reactive Support
A major differentiator cited by FORTÉ and industry watchers alike is the increasing push towards proactive, rather than purely reactive, support. The concept hinges on regular environmental assessments, patch compliance tracking, and early warning alerts. Gartner’s recent market guide on managed support services reports that companies with proactive engagements lower both the frequency and severity of major outages by an average of 25% compared to those with break/fix-only coverage.Premier Services+ reportedly offers quarterly reviews and automated health reporting—practices that are quickly becoming table stakes among leading managed service providers. For IT directors overseeing hybrid or multi-tenant Microsoft environments, this capability is particularly valuable; issues spotted early in one tenant can inform future policy or configuration changes elsewhere in the organization.
Transparent Pricing and Budget Predictability
The migration from incident-based billing to a fixed-cost, flexible service allowance reflects broader trends across IT managed services. According to IDC, over 46% of enterprises surveyed in North America identified “support cost predictability” as a top three purchasing criterion—allaying fears of unpredictable support bills during high-impact outages.FORTÉ’s model offers organizations the ability to pre-purchase and allocate service blocks across different business units, with unused portions eligible for rollover in some service agreements. This contrasts with traditional models that penalize organizations for “underusing” or misestimating support consumption, as detailed by several third-party finance and procurement audits. Still, as with any contract, IT leaders are urged to examine fine print around coverage exceptions, hour limitations, and special project inclusions.
Dedicated Account Management: From Vendor to Partner
Finally, the offering’s emphasis on relationship-driven account management is intended to move the needle from transactional vendor interactions to a true partnership. In practice, this means regular consultative meetings, custom dashboards for ticket and project status, and the ability for customer teams to escalate both technical and business issues through a single, named contact.Customer advocates within FORTÉ cite improved issue triage and the ability to drive long-term platform optimization as key byproducts of this strategy. However, as with other managed services, the value of account management depends greatly on the continuity and expertise of the personnel assigned—a factor that prospective clients should assess not only during onboarding, but as their Microsoft footprint and risk posture evolve.
Zooming Out: Industry Context and Critical Perspectives
While FORTÉ’s messaging is strong, it is part of a wider push among both traditional and born-in-the-cloud IT service providers to modernize how Microsoft support is delivered. Competitors such as Rackspace Technology, DXC Technology, and cloud-native MSPs have each launched comparable offerings that promise faster support, deeper cloud expertise, and transparent billing. In this context, FORTÉ’s differentiation rests on its hybrid pedigree—as both a legacy collaboration solution provider and a Microsoft-specific consultancy (bolstered by its 2023 integration of Magenium, as noted in the announcement).For organizations considering Premier Services+, here are some strengths and potential risks to weigh:
Notable Strengths
- Speed and Quality of Response: Direct access to certified engineers and streamlined triage processes can tangibly improve uptime and project velocity, especially for global businesses with complex requirements.
- Alignment With Modern IT Priorities: The focus on proactive support, transparent pricing, and strategic account management is well-aligned with CISO and CIO imperatives identified in recent Forrester and Gartner research.
- Comprehensive Coverage: Support extends across not only the Microsoft cloud ecosystem (M365, Azure, Teams), but hybrid and on-premises environments—a crucial capability for organizations amid phased migrations.
- Customization and Flexibility: Flexible service agreements and multi-tenant coverage allow organizations with distributed business units or international operations to leverage economies of scale.
Potential Risks and Caveats
- Depth of Specialist Expertise: As with all managed services, the ability to deliver on rapid, high-caliber engineering access depends on the size and composition of the support bench. Prospective clients should seek references, verify certifications, and consider pilot engagements before full-scale adoption.
- Cost/Pricing Nuances: While fixed-cost arrangements are attractive for budget forecasting, hidden triggers—such as premium requests after hours, support for highly niche workloads, or major upgrade projects—can erode the benefits. Detailed contract review is essential.
- Dependence on Single Vendor: Consolidating both support and strategic guidance under a single MSP can simplify operations, but introduces a form of operational lock-in. Organizations should maintain an internal escalation pathway and retain some in-house expertise to preserve negotiation leverage and business continuity.
- Rapid Technological Shifts: As Microsoft continues its relentless release cadence—especially within Azure—there is a risk that the support organization’s expertise may lag behind the most current services and features.
Navigating the Future of Microsoft Support
The business case for reimagining Microsoft support is robust. As organizations invest heavily in Microsoft-led digital transformation, support incidents are no longer isolated technical fires—they are business events with material impact on customer satisfaction, revenue, and compliance. FORTÉ’s Premier Services+ reflects a growing recognition that IT support arrangements must evolve alongside core infrastructure.For CIOs, CTOs, and IT decision-makers—as well as the day-to-day Microsoft administrators responsible for “keeping the lights on”—the August webinar hosted by FORTÉ offers a timely and detailed look into how next-generation support models can deliver both strategic advantage and operational assurance. While the offering appears solidly designed, organizations are encouraged to conduct rigorous due diligence, comparing FORTÉ’s solution both with direct Microsoft support plans and the rapidly expanding roster of third-party MSPs.
Ultimately, the transformation of Microsoft support is less about technology and more about partnership, transparency, and a relentless focus on the needs of the modern enterprise. As digital infrastructure becomes ever more central to organizational success, it is these principles—speed, expertise, predictability, and trust—that will define the winners and laggards in the race to future-ready IT operations.
Who Should Consider Attending the FORTÉ Webinar?
- Senior IT Executives: CIOs, CTOs, and IT Directors seeking to modernize their Microsoft support agreements.
- Microsoft 365 and Azure Administrators: Hands-on practitioners interested in proactive and scalable support arrangements.
- Business Continuity and Compliance Leads: Professionals tasked with minimizing risk and maximizing uptime across diverse cloud and hybrid environments.
Source: Business Wire https://www.businesswire.com/news/home/20250730064868/en/FORT-to-Host-Exclusive-Webinar-on-Transforming-Microsoft-Support/
