Client Challenge:
The organization faced the challenge of users being unable to access Microsoft Office 365, leading to disruptions in productivity and collaboration. This issue often requires swift and effective resolution to minimize impact on daily operations.
A remote session is promptly set up to either fix the issue or gather essential data like logs and configuration details. Simultaneously, our SME analyzes this data while engaging with Microsoft's team and ensure that the right prioritization is secured on Microsoft's side (L3 Support) through our Customer Success Account Manager (CSAM) and Incident Manager (IM) dedicated for IBM TLS Support.
The collaboration continues as the IBM TAM aligns with the assigned Microsoft engineer on troubleshooting steps and agrees on the next actions. Depending on the nature of the issue, our teams work together remotely in troubleshooting sessions or offline towards resolution. Throughout this process, our TAM commits to provide regular updates to the client every 30 minutes, ensuring transparency and progress tracking.
Contact
Anderson Moura
Global Offering Manager, IBM TLS Multivendor Support
afmoura@br.ibm.com
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