About Microsoft Supportability e-Newsletter
Who are we ?
Product Feedback Analysis team, founded on Aug 1st, 2005, is part of Redzone initiative. Initially, there are 9 PFAs on the team who had rich support experience with Platform products and technologies. Now this team has grown up to BackEnd Supportability team consisting of Content, Supportability, Business Intelligence and covering almost all Microsoft products and technologies.
About Supportability
Supportability initiative drives product feedback based on solid data. It drives proactive issue prevention and ultimately, drives improvements around products based on customer feedback. It is the ease with which assistance can be delivered to the user of a system or application when a problem exists. There are two important things to understand when thinking about the supportability of a software system. The first one is the type of problems that users need assistance with, and the second one is the type of assistance that needs to be delivered.
About Newsletter
It's always too late to take actions after the accidents have happened. Many disasters can actually be avoided if simple preventions were applied beforehand. Unfortunately, customers and Technical Account Managers (TAM)s are not always informed of the prevention knowledge.
As a deliverable of Redzone initiative, this newsletter will present you the issues with the biggest impact on customer base reported to GCR-GTSC. Both TAMs and premier customers are the newsletter's target audience. You will find such kind of summary of recent outstanding issues/preventions makes life easy!
Vision
Our Back End Support group is targeting to centralize Back End related work such as Product Feedback Analysis and Content to gain economic of scale and create job enrichment for our engineers. Our vision is to build this team to provide consistent Back End support experience for global clusters.
Mission
To improve our customers’ experience with current and future products by:
1. Reducing the number of customers that need to call by increasing the product’s reliability, self heal, and self help capabilities
2. Solving the customers’ issues effectively and efficiently when assisted support is needed
Feedback
We gbs@microsoft.com look forward to hearing your comments and suggestions. They will be very helpful for us to continuously provide premier with interesting topics. Please also feel free to forward as appropriate to other Microsoft customers. Thank you!
Sincerely,
GTSC BackEnd Supportability team
