Climbing the mountain

On November 18, 2008, in sbs 2008 migration, by

I’ve helped a few folks get in touch with Customer Support Services from Microsoft over the years and the current era of Migration reminds me that I need to bring up something that should be explained and fleshed out a bit when it comes to how the support process works.  Many times people think that when they call into support that the call covers helping them all the way to the finish line.  But when you call and set up a support incident, it is exactly that… an “incident”.  It’s not a support project, it is to help you through that one thing. 

When I called in the other day to set up a support incident for someone stuck in the middle of a migration, all the “incident” was for was to unstuck where exactly he was stuck at.  He couldn’t get Exchange installed.  The support incident was for that one event.  Getting Exchange installed.  Once we got  that incident unstuck should he had hit another issue during the migration it would have been another incident.

The definition of an incident from Microsoft is this —;en-us;offerprophone

“Microsoft Problem Resolution Services provide assistance for problems with specific symptoms encountered while using a Microsoft product where there is a reasonable expectation that the problem is caused by the Microsoft product. Problem Resolution Services are delivered on an incident basis. A Problem Resolution incident is defined as a single support issue and the reasonable effort needed to resolve it. A single support issue is a problem that cannot be broken down into subordinate issues. If a problem consists of subordinate issues, each shall be considered a separate incident. If a problem is determined by Microsoft to be the result of a defect in a Microsoft product, the customer will not be charged for that incident.”

Even in the partner managed newsgroups – each issue is only addressed one at a time. 

Think in terms of a rock climber.

He goes from metal clip to metal clip up the face of the rock until he or she obtains the goal of climbing the rock.  Think in terms of each clip to clip as an “support incident”.    That’s all CSS is there for.  That one leg in the journey up the cliff.  They are not there as your “Sherpa” guide up the mountainside to be there every step of the way.  If you need a guide up the mountain side, you don’t call CSS.  Instead you call’s Advisory services.  Or you call Jeff Middleton at or you call Eriq Neale and Amy Babinchak at for your Sherpa up the mountainside.  

But even before you get up the mountainside you get a map —

Then you check the route with your peers –

Then you check with the experts and read their recent guidance —

And then you find a little boulder and you practice —

The mountain can be climbed, as long as you plan for it.


One Response to Climbing the mountain

  1. Robert Crane says:


    SharePoint Sherpa reporting for duty. If people need assistance with Sharepoint in SBS especially during migration happy for you to point them my way and I’ll do what I can to help.

    Robert Crane