SCSM Customer Service and Technical Support

Tariq Khan
C5ISR IT Consultant at a construction company with 501-1,000 employees
Normally Microsoft support will become directly involved with you only if you are a big enterprise. They give you a big tour, they may even give you a resident engineer. But normally you get support from the vendors or from the partners. If the vendors or the partners can resolve your issues then that is okay. Otherwise, the partner will open up a ticket with Microsoft directly. I think, overall, it is a good service and solution. Sometimes it takes a little time to get a resolution, but it depends upon the severity level of the issue. If you have an SLA (Service Level Agreement) the partners work hand-in-hand with Microsoft. The support is very nice and it works well, but you need to pay more to get the service and this is the only thing about working with technical support that some people will not want to do. View full review »
Khaled-Gaafar
ITSM & Project Management Consultant at a tech services company with 11-50 employees
We've been in contact with Microsoft technical support mainly. After doing the research ourselves and troubleshooting, etc., if we can't find a permanent solution, we contact Microsoft to help us fix the issue. Sometimes the issue never gets fixed even by Microsoft. It can sometimes require us to reinstall the solution. However, these are very rare instances. Overall, they are very good. We'd rate them eight out of ten. View full review »
SergiusNkomadu
Managed Service Specialist at a tech services company with 51-200 employees
The first time that I contacted technical support is when I was integrating with InTune, in a cloud-based deployment. I have found that the level of support is the same that I can do for myself, so many times, I visit the site to get information. Because support cannot always give me what I need, I often do not have time to call them. When I search through the site, I get the information I need. View full review »
Find out what your peers are saying about Microsoft, ServiceNow, ManageEngine and others in IT Service Management (ITSM). Updated: January 2020.
399,230 professionals have used our research since 2012.
Olakunle Oredein
System Specialist
Technical support is good. They are very responsive. View full review »
EddieShilaluke
Information Security Manager at Dmr
We're happy with technical support. They've been fairly responsive. We log a call with Microsoft and they are able to log in and fix the problem for us. View full review »
Zakriya Khalid
Technology Specialist Manager at a tech services company with 501-1,000 employees
In the past, I had to use tech support when I installed SCSM from a desktop and it would not open. I sent a ticket to Microsoft and in around a half an hour, they replied to me and within 10-15 minutes, they resolved the issue. I t was fast and good service. View full review »
reviewer1183044
Service Manager at a tech vendor with 51-200 employees
I don't have any experience dealing with technical support. View full review »
Find out what your peers are saying about Microsoft, ServiceNow, ManageEngine and others in IT Service Management (ITSM). Updated: January 2020.
399,230 professionals have used our research since 2012.