MS support bypasses channel

Microsoft's latest helpdesk support package will not be made available through the channel.

Launched in conjunction with Digital and Hewlett Packard, Microsoft Authorised Support is a 24x7 support service, and forms the final part of a suite of support packages aimed at the market between the enterprise support package launched last month and the low-end 'service in a box' offering, sold through the channel.

The package includes technical account management run through the Digital and HP call centres, with both companies' support staff dealing directly with the customer. Services provided will include networking and hardware support, upgrades and installation, and training and consultancy.

Some resellers expressed concern that they were missing out on an opportunity to sell the support package. Paul Brenchley, managing director of Leading Edge Computers, said: 'It's the kind of product we'd like to market. I'd be disappointed if we didn't get the opportunity to sell in through the channel.'

But Mike Norris, CEO of Computacenter, was sceptical about the future of a twin-vendor helpdesk: 'In a multivendor environment you need a multivendor helpdesk. A lot of helpdesk initiatives have been launched over the last year, and how many have lasted?'