Microsoft is doing everything possible to improve partner’s efficiency. If previously they came up with partner certification rules, which reduced the amount of small inefficient partners, today they are focusing on improving the service area. To boost partner’s revenue and mitigate risk, Microsoft will be providing support plans based on a Business Revenue Recapture Rate results. BREP can be found at the Performance Metrics section at Voice. Microsoft is going to take partner’s Revenue Recapture Rate based on the time of contract renewal and calculat the amount of cases from there.
There will be two plan provided to a partner: Partner Advantage Plan and Partner Advantage Plus Plan. Partner Advantage Plus Plan will have more partner advisory, service account manager hours and extended support hours. With both plans partner will get 10 base support incidents. From there if BREP is 95% and above, partner will get 2 incidents per 20K, if it is in between 90% and 95%, partner will get 1 incident per 20K, and any partner with lower than 90% will not be eligible for support. Partners can improve BREP by renewing lapsed customers or deactivating customers that have gone out of business. Additional support cases can be purchased for 259$ per incident starting July. Until the end of this month any partner can purchase pack of cases using the old rate.
To provide superior services to customers, all support requests will be addressed based on the severity level, so partners can get support when they need it. This way partner can drive customer loyalty and satisfaction.