Successful Siebel implementations and higher customer satisfaction is the primary goal of the alliance between Microsoft and Siebel. Cooperative Technical Support was established to ensure that both companies work more closely together to resolve customer service requests. Microsoft has cooperative support managers and product engineering consultants working full-time at Siebel Systems headquarters in San Mateo, CA.
Joint customers can log a request or issue through either Microsoft or Siebel Technical Support via their respective call centers, an email, or a Web service request. Both companies have processes in place for cross-escalation and each company considers one another’s high severity cases to be their own high severity cases. For more information on cooperative support can be found here: