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Microsoft Partner Advantage Support Service Microsoft Partner Advantage Support Service

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To ensure customers’ IT services and operation bring significant values to support their current business, Microsoft, together with its selected partners develop a new services package offering, called Microsoft Partner Advantage Support (MPAS) Services. MPAS basically is a joint delivery offering from Microsoft and its Services Partner (initially certified as Microsoft Gold Certified Support Partner) to help make customers’ IT improve their performance and able to contribute to the success of the customers’ business.

In short, the service package consists of two types of service, which are:

Operation Support – which focus on responsive and proactive services to ensure day to day excellent IT operation.
Advisory Services – which focus on project based IT consulting services to implement new technology or solution.

Both services bundled into one simple package with 1 year duration of support engagement.

How can Microsoft Partner Advantage Support program ensure those achievements and protect customers’ IT investment?

Microsoft Services Essential Components
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List of Selective Project (Advisory Services)

  • Physical Network Design
  • Design and Deploy Core Network Infrastructure
  • Design and Deploy Secure Internet Connectivity Services (using ISA)
  • Design and Deploy File Services with Windows 2003
  • Microsoft Exchange Server Migration or Deployment
  • Employee Database, Recruitment, Leave Application, Purchase Request (Using MOSA)

For more list of services please contact the respective partners

Microsoft Services Essential Support (Basic Operation Services)
Microsoft® Services Essential Support is a new family of affordable, prepackaged support offerings that will give your IT staff time to focus on more strategic projects, while helping to keep your budget lean. Available immediately, the Essential Support Standard Plan provides phone-based access to Microsoft technical support professionals who provide problem resolution support and proactive support assistance to help increase the efficiency of your IT staff —and the benefits of your Microsoft technology investment.

Essential Support Benefits
Support Account Management
A pool of phone-based technical support resources help simplify your support requests, helping to make sure your questions are answered and your problems are escalated and resolved as necessary. These Technical Account Specialists act as advocates for your business at Microsoft, and share relevant technical information with your IT staff based on an understanding of your business and IT infrastructure.

Problem Resolution Support
Our Support Professionals deliver expert assistance by phone or Web for technical problems that occur when you use a Microsoft product. Our response times are based on the severity of the problem as you define it, and Microsoft works to resolve business-critical issues on business hours. Our streamlined critical situation management process means that your critical problems are escalated as high in the Microsoft technical organization as required to help address your situation.

Support Assistance
Planning and infrastructure support services aim to reduce your systems management and support costs by identify-ing operational risks and addressing potential problems before they occur. These services offer prescriptive guid-ance on a variety of issues – from answers to your basic “how-to” questions, to the discussion of best practices around deployments, migrations, and operations in your IT environment.

Information Services
Online information resources help IT teams stay up-to-date about the latest Microsoft products and technologies at their own pace. Essential Support includes unlimited access to the Microsoft Premier Online Web site, which provides a vast repository of support resources including Microsoft Knowledge Base articles, security bulletins, product newsflashes, and more. TechNet will be included in the standard B. The resources include Microsoft Knowledge Base articles and Online Concierge, a one-to-one Web chat to help you locate articles and other information more efficiently.

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4 (four) crucial areas that customers need to have, will be the key focus of this offering; which are Account Management, Problem Resolution, Proactive Services, and Information Services.

The following table, describes in detail which involvement and responsibilities for each deliverable area.

Key Focus
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Who do deliver the Services at Customer?
A Partner Technical Account Manager (Partner-TAM) from Microsoft Partner, and a Technical Account Specialist (TAS) from Microsoft regional are assigned to be the main person in charge for every customer.
Partner-TAM will be accountable for delivering Proactive Services such as ad-hoc consulting, supportability review or work-shops and Responsive Services for all IT problems or incidents at customer. MS-TAS will manage the customer remotely to handle case/incident monitoring and escalation management as well as other facilitation.

Microsoft Partner Advantage Support Program
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Note: Microsoft Partner Advantage Support program comprises of Microsoft Partner program and Microsoft Services Essential program that come in one package

Microsoft Partners
Microsoft currently managed partners which are certified to run the program. Those partner passed the Gold Certified for Support Services last year and this year they are becoming Microsoft Partner Advantage certified. For more information about the mentioned partners please contact Microsoft Indonesia Services Division.
For consistency, each partner offers the common MPAS package as the baseline. However, as they have their own unique-ness and strengths in certain areas, they may offer their capabilities on top of the package baseline to add more values to the customers.

Two Microsoft Partner Advantage Support Offering Options:

Microsoft Partner Advantage Support Offering Options
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For more information:

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