Providing good technical support has been listed as one of the top 5 challenges small businesses face when they move to the cloud. Although Microsoft provides support for Office 365, it’s just not set up to serve small business. Customers who want guaranteed, high-level support for Office 365 will have to pay for a Premier Support plan. But, costs are high and few small businesses want to go that route.
As a VAR, MSP or SI, offering support service is a unique opportunity to improve customer loyalty, free referrals, plus cross-sell and upsell options. All partners who join the CSP program to resell Office 365 must offer a full customer experience that includes top-level support.