MPN 101: Advanced Support for Partners
by Rami Noujaim, Sr. Manager for Microsoft Partner Technical Services and Chinmayi Bhavanishankar, US Partner Experience Lead
This is part 4 in a blog series about partner support benefits that are offered in the Microsoft Partner Network.
Part 1: Know your support options
The Advanced Support for Partners offering
In the last three posts, we have covered all the support options that are available to you as part of the Microsoft Partner Network, including support community forums, phone support option, live chat support, Signature Cloud Support, advisory services, and technical presales and post-sales assistance. If you need additional support, then the paid Advanced Support for Partners might be a good option for you.
Advanced Support for Partners is a new plan that caters to those who are growing their cloud business with moderately complex customers. The benefits that help you differentiate yourself with this plan align to three guiding principles:
Keep your customers and your business moving
With fast-response problem resolution for Microsoft Azure, Office 365, and Microsoft Dynamics CRM Online, you can invest more time into your business and customers.
Get more out of your relationship with Microsoft
With the support of Services Account Managers, you gain peace of mind and an advocate for your business within Microsoft.
Stay in the know and be ready for what’s next
With early access to insights and information, you can stay up-to-date with the latest innovations and prepare your business for the future.
What does the offer include?
Microsoft covers you from a support perspective with accelerated support Service-Level Agreements, priorities in the Microsoft support queues, and dedicated account management that will keep you in the know to be ready for what’s next.
Here are the Advanced Support for Partner service descriptions:
- Break-fix support incidents for Microsoft Cloud Services
- Less than 1 hour response times and escalation management for Severity A issues
- Ability to open and manage support incidents on behalf of your customers
- Direct access to a team of Services Account Managers (SAM) who provide proactive guidance and support assistance for your most critical cases as well as help identify and execute your top cloud priorities and projects
- Proactive communications about outages, releases, and programs
- Top-rated technical content and online training recommended by Microsoft
- Architecture guidance for deployment, migration, and Cloud API implementations
- Roadmap webinars on the latest technologies and releases
- A cloud optimization analysis that helps you accelerate cloud adoption and identify growth opportunities
- Managed engagement designed to optimize your support capabilities, enable your business plan, and empower your team to better support your customers
Personalized assistance by Services Account Managers
The most important aspect of this new plan when moving into this managed support experience with the plan is your dedicated Services Account Manager (SAM). The SAM will help you drive your business agenda forward and save time.
A one-time service introduction at the commencement of the agreement, including an overview of services and an explanation of how to select and plan the services available to you.
Service Delivery Plan
At the beginning of your subscription and then every 12 months that your subscription is in place, a SAM will collaborate with you to develop a customized service plan to help you execute on your priorities, optimize your cloud business, and accelerate your customers’ adoption of online services.
Microsoft Partner Network technical services benefits coordination
The SAM will work with you to help coordinate your MPN technical services benefits in conjunction with your Advanced Support for Partners benefits.
The SAM prepares and conducts a monthly service review to summarize services delivered during the previous reporting period. These reviews cover service activities, monitor your satisfaction levels, and recommend actions or adjustments that may be required.
Support issues that require escalation to other Microsoft resources are closely managed by a SAM in partnership with you, to expedite resolution.
Support Practice Accelerator
A SAM-managed engagement designed to optimize your support capabilities, enable your business plan, and empower your team to better support your customers.
Cloud Optimization Analysis
A SAM provides you with regular reporting about your use of online services, to help you use best practices to accelerate cloud adoption and identify growth opportunities within your customer base.
A flexible subscription
Choose from a flexible monthly subscription with no upfront costs, or save with an annual option. Additional support services are available as options, and designed to meet partners’ customized business needs.