Gartner Research

Microsoft Premier Support Customers Are Happy With Support, but Less so With TAMs

Published: 28 September 2009

ID: G00169363

Analyst(s): Michael Silver

Summary

Gartner talks to hundreds of large Microsoft enterprise customers each year and most are happy with the problem resolution services offered as part of Microsoft's Premier Support offering. However, satisfaction is more variable when it comes to Support Account Management.

Table Of Contents
  • Overview
  • Components of Premier Support
  • The Move to Hourly Support
  • The Controversial Technical Account Manager
  • Alternatives to Premier Support
  • Recommendations for Premier Support Users

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