Modern CTO Busting the 4 Myths of Microsoft Support with Mary Jo Foley & Mike Jones
Jun 23, 2025
Mary Jo Foley, Editor in Chief at Directions on Microsoft and a veteran covering Microsoft, teams up with Mike Jones, VP at US Cloud, who specializes in Microsoft support. They debunk four myths about Microsoft support that lead to unnecessary expenses. The duo discusses Microsoft's staggering $80 billion investment in AI and its implications for support services. Mary Jo also shares an amusing anecdote about telling Steve Jobs to leave during an early interview with Bill Gates, offering a glimpse into the evolving tech landscape.
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Myth: Microsoft Does All Support
- Microsoft outsources much of its support to third-party vendors and contractors.
- Contacting Microsoft support often means dealing with non-Microsoft employees, causing continuity issues and varying locations.
Advice: Negotiate EA Contracts Separately
- Avoid bundling enterprise agreements and support contracts to maintain more negotiating opportunities with Microsoft.
- Start negotiating well in advance; large contracts can require six to nine months of preparation.
Advice: Plan Negotiations Early
- Plan for long lead times when negotiating large Microsoft contracts, which can take six to nine months.
- Align all teams internally and forecast future needs early to ensure effective negotiation.