Trusted Tech boosts cloud solutions with new support service

Trusted Tech has expanded its cloud solutions portfolio with the introduction of Certified Support Services, aimed at enhancing the utilisation of Microsoft technology by offering comprehensive support solutions.

The new Certified Support Services provide onshore, engineer-level expertise, designed to complement Trusted Tech's existing Professional Services, and offer round-the-clock global support for Microsoft solutions. Trusted Tech's latest offering promises rapid response times, ensuring business continuity by preventing and resolving IT issues efficiently.

The launch follows a successful early adopter program that garnered positive feedback from participating industry brands. Ali Chitsaz, Principal Architect - ITSM & Digital Workplace Innovation at TaylorMade Golf, remarked, "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 through their Certified Support Services Program."

Bobby Abraham, Group IT Manager at Edwardian Hotels, shared a similar sentiment after participating in the program: "Trusted Tech's technical support is miles apart from our previous vendor. In the past, we had to wait days for a response, with Trusted Tech it's just hours. Trusted Tech brings far more expertise and understanding of Microsoft's products to the table – which benefits us significantly."

The expansion of Trusted Tech's offering comes at a time when IT teams face increasing challenges due to rapid technological advancements. Many teams struggle with workforce shortages, tight budgets, integration complexities, and rising support costs. An IDC study recently highlighted that 62% of organisations failed to meet revenue goals, with 61% experiencing product delays and 59% facing quality issues due to staffing shortages.

Trusted Tech adopts a strategy that balances proactive and reactive measures, focusing on both incident prevention and quick incident resolution. This dual approach aims to help businesses maintain uninterrupted operations and adapt to IT challenges swiftly.

Onshore engineers from Trusted Tech collaborate with clients' IT teams, offering bespoke guidance that not only resolves issues but enhances organisations' technical capabilities, fostering innovation and reducing risks. Trusted Tech's approach has resulted in an 85% in-house resolution rate, a 5-minute first response time, and a 99% customer satisfaction score, which the company claims to be best-in-class for onshore support.

Key features of the Certified Support Services include local support staff aligned with regional time zones, quick response and resolution times, expert consultants, and streamlined Microsoft escalation management to ensure efficient problem resolution. Flexible pricing models are offered, allowing organisations to predict costs and scale services according to their needs.

Julian Hamood, Founder and Chief Visionary Officer of Trusted Tech, emphasised the empowerment Trusted Tech provides to IT managers: "IT managers often struggle with change due to the associated risk, but with Trusted Tech Certified Support Services' onshore resources and dedicated engineering support, they can innovate more freely."

Certified Support Services is available across various tiers – Basic, Standard, Commercial, and Enterprise – each of which can be customised to fit specific business needs and budgetary constraints.