What is SE&O Americas Field-led Events Support?

What is SE&O Americas Field-led Events Support?

SE&O Americas Field-led Events Support is the official support channel for SE&O Americas Field-led Events for Enterprise.

It is used to manage:

  • Event readiness and delivery issues
  • Labs, platforms, and instructor support
  • Event-day live issues
  • Approved event changes and exceptions
  • Post-event feedback, reporting, and closure
  • Catalog and new offering requests

Important principles:

  • Events are created and approved in the Request Management Portal
  • Zoho Desk is used for support, issues, and exceptions
  • Every event-related support request must reference a valid Event Request ID


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      For Event-Day issues: Raise a support request under Event-Day Live Support Select correct severity (P1/P2) Mention number of participants impacted SE&O Americas Field-led Events Support provides: Immediate acknowledgment Live troubleshooting or ...

    • Lab Testing & Readiness Timeline (T-14 SLA)

      SE&O Americas Field-led Events Support follows a minimum T-14 days lab readiness SLA, where: Labs are shared for testing after internal validation Event setup and lab setup are reviewed before release Delays may occur if dependencies exist (Azure, ...

    • Catalog & New Offering Requests – What to Know

      Catalog-related tickets are not tied to live events. Use this category for: New catalog item requests Enhancements to existing offerings Status of MSFT / GTM review Development progress tracking These requests are evaluated, approved, and funded ...

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      After event completion: Automated feedback is collected P1/P2 issues require a Root Cause Analysis (RCA) Budget reconciliation is completed by offering owners Final closure confirmation may be shared via support request Use Post-Event Closure & ...

    • How Event Change / Exception Requests Are Handled

      Use Event Change / Exception category for: Date or time changes Participant count changes Offering scope changes Budget-impacting requests Key points: Changes are assessed for impact on cost, SLA, and delivery Budget Impact field must be filled ...