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|
 |
 | | Designated* account management and technical support resources.
|
|
| | Proactive support assistance with prescriptive advice and guidance on IT issues. Best practices from Microsoft's internal IT experience supporting critical business systems.
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|
| | 24/7 problem resolution support designed to provide rapid response and solutions for operational problems anytime they arise.
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|
| | Critical situation management and onsite support as needed, managed by your Technical Account Manager (TAM).
|
|
| | Global and regional workshops and IT Health Check programs.
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| | Online information services to enable your IT staff to remain up to date on the latest Microsoft products and technologies. |
|
| | * Dedicated TAM resources are available for Premier Plus customers only. Premier Standard and Premier Foundation customers have access to a single point-of-contact (designated TAM resources). |
|
 |
|
Proactive Services |
Direct Relationship |
Reactive Problem Solution |
Knowledge Transfer |
 |
| Customer Issue |
Minimise business disruption and maximise productive use of Microsoft investment. |
Need a designated professional who is familiar with my infrastructure and business goals. |
Access to technical support professionals whenever business-critical problems arise and assistance for effective and timely resolution. |
Give IT staff the knowledge and skills to prevent problems and become self-sufficient. |
| Benefits |
Address potential problems.
Gain valuable expertise.
Identify opportunities. |
Personalised support.
Facilitate communication.
Targeted advice. |
Minimise downtime.
Priority access 24/7.
One-hour critical response.
|
In-depth knowledge.
Online resources.
Hands-on workshops. |
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These are examples of some of the workshops and proactive services that are available, additional workshops and services may also be available. Check with your Support Representative to determine workshop availability and suitability.
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| | Securing Enterprise Platforms Workshop |
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| | Defense in Depth: Securing Windows Server 2003 |
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| | Exchange Server 2003 Database Recovery |
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| | Exchange Server 2003: Essential Troubleshooting Skills for Administrators |
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| | Active Directory Disaster Recovery |
|
| | Active Directory Troubleshooting |
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| | Problem Management for Microsoft Windows® Workshop |
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| | Network Monitoring Tools and Techniques Workshop |
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|
|
| | Messaging: Risk Assessment Programme (ExRAP)
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| | SQL: Risk Assessment Programme (SQLRAP)
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| | Windows: Risk Assessment Programme for Active Directory (ADRAP)
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| | Service Level Management for Exchange, Windows and SQL Brochure |
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| | Baseline Security Desired Configuration Monitoring Brochure |
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| | Core Services Desired Configuration Monitoring Brochure |
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| | SQL Desired Configuration Monitoring Brochure |
|
Premier Support offers a variety of support services to meet even the most complex business support requirements. The services listed in the following table are available to all Premier Support customers. You have the flexibility to choose your support services and create a customised service package that meets the specific requirements of your business.
|
Offering Brand |
Premier Foundation |
Premier Standard |
Premier Plus |
|
| Key Benefits |
Key Features |
|
|
|
Proactive
Services |
Support Assistance |
Fixed Amount |
Flexible |
Custom |
| Custom Support Services |
X |
X |
Custom |
| Dedicated Support Professional |
X |
X |
Optional |
| Dedicated Support Team |
X |
X |
Optional |
| Health Check and Infrastructure Workshop |
√
|
Optional |
Optional |
| Global and Regional Workshops |
√ |
Optional |
Optional |
Problem
Resolution
Support |
Problem Resolution Support |
Fixed Amount |
Flexible |
Custom |
| 24/7 Coverage |
√ |
√ |
√ |
| 24/7 Critical Situation Escalation Management |
√ |
√ |
√ |
| Rapid Onsite Support |
√ |
√ |
√ |
| Knowledge Transfer |
Proactive Information Distribution |
√ |
√ |
√ |
| Microsoft Premier Online |
√ |
√ |
√ |
| TechNet with Online Concierge |
Available |
√ ** |
√ ** |
Direct
Relationship |
Account Representative * |
Shared, designated contact |
Shared, designated contact |
Designated contact |
| Remote vs. Onsite Resource |
Primarily remote |
Partly onsite |
Primarily onsite |
| Account Profiling and Reporting |
Monthly |
Monthly |
Customised |
| Case Monitoring and Escalation Management |
24x7 |
24x7 |
24x7 |
* in local language, where available
** only in U.S.
P Included X Not Available
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If you purchased Microsoft product licences using the Open Value, Select, or Enterprise Agreement licensing programmes, Software Assurance provides Problem Resolution Support for your Microsoft server, Microsoft Windows®, and Microsoft Office® System products and editions, even if the specific licence requiring support does not have software assurance coverage.
| |
Now, Software Assurance customers have the option to convert earned incidents through Software Assurance to Premier Support incidents. This provides you with an enhanced support experience:
| | | | A personalised support relationship guided by a designated Technical Account Manager | | | | Faster response time to problem resolution services | | | | Access to proactive support and advisory services to identify operational risks and address potential issues before they occur | | | | A comprehensive selection of support resources including preventative planning, infrastructure support assistance, workshops and online information resources | |
For more information about Software Assurance Support, visit: http://support.microsoft.com/gp/softassurance.
| |
The combination of Premier Support and Software Assurance provides the most comprehensive Microsoft offering available to help support and maintain your technology investment.
| | | | For more information about the value of Premier Support for Software Assurance customers download the Premier Support for Software Assurance Customers Data Sheet. | | | | For more information about Software Assurance, visit the Software Assurance Web Site. | | | | To submit a Software Assurance incident, visit http://support.microsoft.com/gp/sasupport. |
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| The Enterprise Services Enrolment is an opportunity for Enterprise Agreement customers to purchase Microsoft product licenses and Premier Support in one transaction. This provides greater simplicity, financial clarity, and facilitation of long-term IT investment planning.
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Technical communities for sharing knowledge and news about Microsoft products and related technologies.
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Prepackaged support options to help meet businesses' foundational support requirements. See a comparison of Premier and Essential Support options to determine which option is right for you.
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