As you probably already know, as of Monday, March 30th, System Center support will operate using a callback model. We realize that this sort of change can generate a few questions and concerns and we hope to address at least a couple of them here.
First off, why change System Center Support to a callback model? Fortunately that’s an easy one. The primary reason we made the decision to move to a callback model is because this allows us to get you to a support engineer who can help you resolve your issue as quickly as possible, instead of simply the engineer who happens to be the first one available. Simply put, connecting you with the right engineer from the start gets your issue resolved quickly and accurately, saving you both time and money.
The second question you probably have is “OK, so now that I’m waiting for a callback, what can I do to best prepare for the call?” To get your issue started off on the right foot, we’ve put together a couple resources that will help you begin troubleshooting your issue now, and assuming you don’t end up resolving the issue, a list of log files and other data that you can collect that will help speed that first call along. Of course this is not required, but any troubleshooting or data gathering you can do now will ultimately mean a quicker resolution to your issue.
To get started, simply select your product below:
System Center Configuration Manager/SMS
System Center Operations Manager/MOM
System Center Application Virtualization
System Center Virtual Machine Manager
Windows Server Update Services (WSUS)
Thanks!
The System Center Team
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