TrustedTech joins Microsoft's Unified for Partners programme

TrustedTech has joined Microsoft's Unified for Partners programme and is among the first Microsoft Cloud Solution Providers selected globally for the scheme.

The move gives TrustedTech early access to Microsoft's new partner support model ahead of a broader rollout, as Microsoft prepares to replace its existing Advanced Support for Partners and Premier Support for Partners programmes.

Unified for Partners is being introduced in limited release and is intended to change how Microsoft's reseller and support partners handle customer issues. The model combines partner-led frontline support with access to Microsoft expertise under a single structure, aiming to reshape response, escalation and billing processes for participating providers.

For TrustedTech, the selection places it within an early group of partners testing a framework Microsoft plans to make more widely available later. The model includes round-the-clock reactive support, proactive services and pricing tied to support performance.

Support shift

The launch forms part of a wider change in Microsoft's partner support system. Under the current timetable, Advanced Support for Partners is due to be retired in January 2027, with Premier Support for Partners set to follow as Microsoft moves partners onto the new structure.

That change matters for Cloud Solution Providers because support is central to how they manage Microsoft software and cloud services for customers. Providers often act as the first point of contact for technical problems, licensing issues and service disruptions, while relying on Microsoft for deeper engineering support when needed.

One practical change under Unified for Partners is access to enhanced response and escalation, including 30-minute response times for cases that require engineering attention through Severity Enhanced Response tickets. Other features include a centralised partner content portal, broader reporting tools for customer tickets, billing credits linked to support quality, and monthly invoicing aligned to CSP revenue.

The programme also includes eBonding application programming interfaces that connect directly with Microsoft systems to manage support ticket workflows.

Early group

Microsoft's decision to start with a small pool of qualified partners suggests a measured introduction rather than an immediate ecosystem-wide change. Early participants are likely to provide operational feedback as Microsoft refines the support model ahead of wider adoption.

In practice, the new setup may test whether partners can resolve more issues directly before escalating them to Microsoft. That could affect both customer response times and the economics of support delivery across the channel.

Microsoft highlighted TrustedTech's role in that process through a statement from one of its senior executives.

"We're excited that TrustedTech has signed on as an early adopter of Microsoft Unified for Partner. Their investment in this model reflects a strong commitment to deepening our partnership and delivering consistent, high-quality outcomes for our shared customers," said Blane Spiers, Global GM, SME&C Customer & Partner Success at Microsoft.

TrustedTech said its support organisation has been built to resolve most customer issues without immediately relying on Microsoft escalation, with 85% of customer issues handled directly by its engineers.

That figure is notable because Microsoft's new programme appears designed to reward partners that can handle a high share of frontline support themselves while using Microsoft resources in a more structured way for the remaining cases.

TrustedTech operates in Microsoft cloud support services, perpetual licensing and professional services for medium-sized and larger organisations. It works across Microsoft 365 and Azure environments and holds all available Microsoft Solutions Partner designations in the Microsoft Cloud Partner Program.

The company also has teams in the US and the UK, reflecting the cross-market nature of Microsoft's partner network and the global reach of the support transition now under way.

Commenting on the new arrangement, TrustedTech linked its early participation to its existing support model.

"While many providers rely heavily on escalation models, TrustedTech has invested in building one of the industry's strongest in-house Microsoft support organizations, with 85% of customer issues resolved directly by our own engineers. Becoming an early adopter of Microsoft Unified for Partner reinforces that commitment, combining Microsoft's Unified Support (UfP) framework with the expertise, responsiveness, and accountability our customers have come to expect from Trusted Tech globally," said Richardson.