Microsoft is changing support model for SCCM and SCOM from a live phone to callback.
So why move to a callback model? The primary reason we made the decision to move to a callback model is because of the success we’ve already seen by doing this with the other System Center products. A callback model allows us to get a customer to the support engineer who is best able to resolve that particular issue as quickly as possible, instead of simply the engineer who happens to be the first one available. This is a big win as we’ve found that connecting you with the right engineer from the start gets your issue resolved faster, saving you both time and money and increasing satisfaction.