Trusted Tech Launches Microsoft Certified Support Services for Enterprise IT

Trusted Tech is making waves in the enterprise IT world with the launch of its new Microsoft Certified Support Services. Tailored to help organizations maximize their Microsoft investments—from Microsoft 365 to Microsoft Teams, Azure, and Power Platform—this service aims to resolve a perennial pain point: accessing reliable, proactive expertise without the hefty price tag of traditional vendor support.
In this article, we dive deep into the structure of this new offering, analyze the pilot metrics, and outline how it fits into the broader shift in digital transformation and enterprise support. We'll also draw on industry trends and previous discussions in our community to provide you with a comprehensive look at what this means for IT leaders navigating today’s rapidly evolving technology landscape.

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A New Era in Enterprise Support​

What’s New?​

Trusted Tech, a company that has grown significantly to now boast over 260 skilled professionals across the US and the UK, is expanding its service portfolio with Certified Support Services. This new offering builds on its already robust professional services by adding onshore, engineer-level support specifically for critical Microsoft technologies.
Key highlights include:

• Multi-Tier Service Levels:
  The support services are structured into four distinct tiers:
• Basic Support: Provides foundational account support available to all customers.
• Standard Support: Offers round-the-clock, 24/7/365 global support with the added benefit of escalation to Microsoft Premier support.
• Commercial Support: Enhances the offering with on-premise and hybrid support, complemented by Microsoft Assessment services and select professional services.
• Enterprise Support: Designed for organizations that require a full-scale, mission-critical support regime with additional bespoke features (details yet to be fully disclosed).
• Onshore Expertise:
  By emphasizing local, onshore engineers who understand regional challenges and time zones, the service eliminates the latency and miscommunication risks often associated with offshore support.
• Rapid Response and Ticket Resolution:
  Pilot data shows impressive performance, with an average first response time of just 5 minutes and an in-house resolution rate of 85%. According to Trusted Tech, customers experience resolutions up to 10 times faster than traditional direct escalation with Microsoft support channels.

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The Pilot Phase: Real-World Success Stories​

During its pilot phase, Trusted Tech tested its Certified Support Services in both US and UK markets, demonstrating its value across diverse operational environments. Two customer testimonials provide compelling insights:

• TaylorMade Golf:
  Ali Chitsaz, Principal Architect, highlighted a striking difference:

"Microsoft Unified Support was not providing the proactive value we desired, but Trusted Tech Certified Support Services provide overall support with the ability to escalate to Microsoft Premier alongside our ability to leverage Professional Services."

• Edwardian Hotels (UK):
  Bobby Abraham, Group IT Manager, noted a dramatic improvement in responsiveness:

"Trusted Tech’s technical support is miles apart from our previous vendor. In the past, we had to wait days for a response—now, it’s just hours. Trusted Tech brings far more expertise and understanding of Microsoft’s products to the table, which benefits us significantly."

These testimonials underscore the growing need for agile, efficient, and experienced support in an era of digital transformation. They also illustrate the service’s ability to bridge the gap between the pressing demands of business continuity and the limitations of traditional support models.

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Navigating the Enterprise IT Landscape​

Why Is This Service a Game-Changer?​

Enterprise IT support has long been plagued by a few persistent challenges:

• Escalating Costs:
  Direct vendor contracts, such as those with Microsoft Unified Support, can be extremely expensive, particularly for companies with lean IT teams.
• Skill and Resource Gaps:
  As digital transformation accelerates, the demand for advanced skills—in areas such as cloud operations, cybersecurity, and AI—continues to outpace the available talent pool. This skill shortage, as noted by IDC’s Global IT Skills Survey, leads to missed revenue opportunities and customer dissatisfaction.
• Operational Downtime:
  Slow response times and delayed ticket resolutions can spell disaster for businesses, especially those relying on mission-critical applications.

Trusted Tech’s approach offers a proactive, innovative alternative. By outsourcing support to a specialized third party, organizations can relieve internal teams from mundane troubleshooting tasks and instead focus on strategic initiatives that drive growth.

Broader Implications​

This move is set against the backdrop of a broader industry trend: enterprises are increasingly turning to third-party providers for a more tailored and cost-effective support solution. Much like how some businesses rely on dedicated service firms—such as Rimini Street for Oracle and SAP—the launch of Microsoft Certified Support Services by Trusted Tech is a response to the evolving needs of digital-first organizations.
Some broader industry trends include:

• Digital Transformation:
  With IT leaders racing to adopt cloud technologies, integrated productivity suites, and advanced collaboration tools, the need for specialized support has never been higher.
• Flexible, Scalable Models:
  Traditional pay-as-you-go models and rigid SLAs are giving way to more flexible, tailored approaches that accommodate the dynamic nature of modern enterprise environments.
• Cost-Effectiveness and Predictability:
  As internal IT budgets come under increasing pressure, predictable pricing models—like the ones promised by Trusted Tech—are highly attractive. However, it is worth noting that the pricing details and explicit SLA metrics were not fully detailed in the announcement, leaving potential customers to weigh the benefits against ambiguous cost structures.

For further discussion on evolving support strategies, take a look at our previous thread on https://windowsforum.com/threads/352772.

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Expert Analysis: Balancing Promise with Practicality​

Analyzing the Metrics​

Trusted Tech’s pilot data boasts some impressive figures:

• 5-Minute Average First Response Time:
  In a support environment, every minute counts. For IT teams under pressure to minimize downtime, quick responses are essential. However, while a 5-minute response time is enticing, some may wonder how this figure will hold up during peak demand or under complex troubleshooting scenarios.
• 85% In-House Ticket Resolution:
  Resolving 85% of tickets in-house suggests that Trusted Tech’s engineers are well-equipped to handle most issues without needing to escalate to Microsoft. This not only speeds resolution times but also reduces dependency on external vendor channels.
• 10x Faster Resolution:
  Claiming resolutions that are 10 times faster than going direct to Microsoft is a bold statement. Enterprises looking to cut downtime and boost productivity should take note—but they should also consider requesting detailed case studies or benchmarks to validate these numbers in real-world conditions.

Weighing the Pros and Cons​

While the new service offers a promising alternative to traditional support structures, there are a few considerations to keep in mind:

• Lack of Detailed Pricing Information:
  One of the notable omissions in the announcement is a clear breakdown of pricing. IT managers must carefully evaluate the total cost of ownership, including any hidden fees or variable charges, versus the benefits of speed and efficiency.
• SLA Clarity:
  Although the pilot metrics are impressive, the service documentation does not yet offer a guaranteed Service Level Agreement (SLA) for response times. Enterprises should inquire about these details during vendor evaluations to ensure that performance benchmarks meet their operational requirements.
• Customization and Scalability:
  While the four-tiered support structure suggests flexibility, organizations with unique or highly specialized needs must confirm that the service can be tailored accordingly. This is especially crucial in environments where mission-critical applications demand a bespoke level of support.

The key takeaway is that Trusted Tech’s Certified Support Services represent an innovative step toward reimagining enterprise IT support. However, as with any service, due diligence is essential. IT leaders should conduct a thorough cost-benefit analysis and seek detailed information on SLAs and service customizations.

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Practical Steps for IT Leaders​

For those considering third-party support services like those recently launched by Trusted Tech, here are some actionable steps:

• Conduct a Needs Assessment:
  Evaluate your current support structure and identify pain points—such as slow response times, escalation delays, or skill gaps—that a dedicated support service could address.
• Request Detailed Service Metrics:
  Ask vendors to provide comprehensive data and case studies from their pilot implementations. Look for tangible metrics on response times, ticket resolution rates, and overall customer satisfaction.
• Clarify Pricing and SLA Terms:
  Before committing, negotiate with the vendor on pricing models and ask for a clearly defined SLA that guarantees response and resolution times. Understanding these details upfront can prevent future operational hiccups.
• Leverage Community Expertise:
  Engage with peers and industry forums (like https://windowsforum.com/threads/352772) to share experiences and gather insights on third-party support services. Peer reviews and testimonials can be invaluable in making an informed decision.
• Plan for Scalability:
  As your business grows and your IT landscape evolves, ensure that the support service can scale accordingly—both in terms of technical capability and strategic guidance.

Following these steps can help IT leaders mitigate risk and maximize the return on their technology investments.

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Conclusion​

Trusted Tech’s launch of Microsoft Certified Support Services marks a significant milestone in the evolution of enterprise IT support. By combining localized, onshore expertise with a rigorously tiered support model and impressive pilot metrics, the service promises to alleviate long-standing challenges associated with traditional vendor support.
While questions remain regarding pricing transparency and detailed SLA guarantees, the initial success stories from early adopters like TaylorMade Golf and Edwardian Hotels suggest that this innovative approach could redefine how organizations manage their Microsoft technology ecosystems.
As digital transformation continues to accelerate, robust and flexible support services are not just desirable—they're essential. IT leaders would do well to explore these developments and align their support strategies with the evolving demands of the modern enterprise.
We invite you to share your thoughts and experiences on this topic in the comments below—and don’t forget to check out our previous discussion on support lifecycle transitions https://windowsforum.com/threads/352772.
Stay tuned for more updates and expert insights on the trends shaping enterprise IT support!

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Source: Enterprise Times https://www.enterprisetimes.co.uk/2025/02/20/trusted-tech-launches-microsoft-certified-support-services/