As an SBSC , one of the challenges is to provide support to Customers facing Critical Server Down Situations . In such situations, smaller partners have limited resources on whom they can lean on and get help. One great avenue of support is Business Critical Phone Support from Microsoft . I find that many SBSC partners are not aware of this gem . I have used this on a couple of occasions and I rate this as excellent . Partners should make an effort to understand this and integrate the same in their service offering .
One point of caution. This service is available for only Critical Problems . So please do not expect BCPS for more routine issues which are not Business Critical in nature.
with warm regards