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General Question: MOSS Support

  Asked By: Callie    Date: Mar 12    Category: MOSS    Views: 3233

I've got a question for everyone:

When you open a support instance with Microsoft for SharePoint 2007,
does it take them WEEKS to resolve your issues?

I've just opened my 3rd case with them and mentioned that it was a
critical production problem, and I'm being told that I'll be waiting for
24hours for someone to get back to me.

So far, I'm not impressed with MS support of MOSS, and I'm wondering if
this is typical for the product?



7 Answers Found

Answer #1    Answered By: Christian Waters     Answered On: Mar 12

> When you open  a support  instance with Microsoft for SharePoint 2007,
> does it take them WEEKS to resolve your issues?

It can. We have one issue with WSS3 that was never resolved by MS at

> So far, I'm not impressed with MS support of MOSS, and I'm wondering
> this is typical for the product?

I don't think Microsoft fully understands MOSS yet. It took us 5
meetings with them before we were finally understanding what we needed
to actually purchase from them to meet our needs. Even then they had to
bring in a gold partner to help explain things. And even they were still
a bit confused as to how to answer certain questions. It's a bit if a
mysterious product.

Answer #2    Answered By: Virendar Bahudur     Answered On: Mar 12

My issues deal with the fact that I ended up purchasing a premium
support contract... and now I'm wondering why I did?

Of course, I have to agree that MOSS is a different beast in so far as
support is concerned. It's fairly clear that the MS support  team
doesn't appear to know what they are doing with the product yet.

Ok, I know what I'll tell me buddy at the $600 Billion dollar company
who's considering MOSS.

Answer #3    Answered By: Sierra Beck     Answered On: Mar 12

when I had a recent issue with a different 2007 product I was told
that they hadn't been trained yet. I think that they are only training the
support staff as the product is taken up so there are only a limited number of
trained people on the 2007 range at present, everyone is trained on wave 11

That said, after 4 days battling the person who knew 2003 but not 2007 I finally
got them to put me through to someone who had been trained and that person
solved my difficulty in 30 minutes (after me spending 20 hours on the phone to
the 2003 guy)

My point ?

MS support  are excellent and your money is well spent ..... you just need to get
to the right person for the right product ...... and at the moment, that can be
quite hard

Answer #4    Answered By: Elisabeth Walsh     Answered On: Mar 12

Just be adamant if you're not getting results. If your initial pss
engineer assigned to your incident is a dud, you can request another.
If you have a TAM (Technical Account Manager) managing your account,
they can usually push and expedite this type of stuff.

MS is very concerned with customer experience and/or feedback - but
sometimes you need to be vocal to get results. Sitting back and waiting
on them will only lead to frustration. You're the customer.

Answer #5    Answered By: Bhavesh Doshi     Answered On: Mar 12

I just had this conversation with my TAM earlier this week. Ever since MOSS
2007 has shipped, Microsoft's support  group for Sharepoint has been slammed.
They have made efforts with hiring new engineers, but those new engineers take
time to train, so that's probably where your duds are coming from.

Answer #6    Answered By: Elisa Santos     Answered On: Mar 12

I must agree with Mark, normally an engineer is assigned 10 task,
right now they have about 40 per person!!

I must say that the guys we have had assigned so far have been very
good and know what they are doing. And the product is still new. So
just be patient, once you get a ticket assigned and they start
working on it you will be busy helping them with info.

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