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Professional Services

Described below are some of the Professional Services that are available for purchase through Microsoft Volume Licensing.  Additional Professional Services may be available and will be described in Customer’s Enterprise Services Work Order or other applicable Statement of Services.  For details on which services are available, contact a Microsoft Services representative.

Microsoft Support Services  

Microsoft Support Services are a set of comprehensive enterprise support services.  Microsoft Unified or Premier Support, including Enhanced Services and Solutions, are available for purchase through Microsoft Volume Licensing.

Microsoft Unified Support  

Unified Support services are sold in packages and described in the applicable services description document.  

The table below reflects the available Unified Support packages, which are a combination of proactive, reactive and delivery management services that support Microsoft products and/or Online Services in use. Available services outside the Unified Support packages below require additional purchase.

Service1Unified Advanced BaseUnified Performance BaseUnified Enterprise Base
Service Delivery ManagementIncludedIncludedIncluded
Problem Resolution SupportAs NeededAs NeededAs Needed
Advisory SupportUp to 6 hrs per incidentUp to 6 hrs per incidentAs Needed
On Demand Assessment Set Up and ConfigurationOne includedOne includedAs Needed
On Demand Education & WebcastsAs NeededAs NeededAs Needed
Microsoft Services Online PortalIncludedIncludedIncluded
Named support ContactsUp to 350As NeededAs Needed
Support Technology AdvisorNAIncludedAvailable
Built In Proactive ServicesIncludedIncludedNA3
Flex Allowance2NANAIncluded

1Unified Support is exclusively available to the following countries: Canada, USA, Chile, Argentina, Norway, UK, Ireland, Portugal, Spain, France, Belgium, Netherlands, Italy, Switzerland, Austria, Germany, Denmark, Sweden, Finland, Australia, Greece and Luxembourg.

2 Flex Allowance can be used for Proactive services, enhanced services and solutions, Support Technology Advisor, Proactive credits or Custom Proactive Services.

3 All Proactive services are available using Flex Allowance or as an additional purchase.

Microsoft Premier Support

Premier Support services are sold in packages as described in the Enterprise Services Description of Services (“Description of Services”), located at https://www.microsoft.com/en-us/microsoftservices/description-of-services.  

The table below reflects the available Premier Support packages, which are a combination of proactive, reactive and delivery management services that support Microsoft products and/or Online Services in use. Available services outside the Premier Support packages below require additional purchase.

ServicesPremier CorePremier FoundationPremier StandardPremier Plus
Support Account Management/Service Delivery ManagementIncludedIncludedIncludedIncluded
Support AssistanceUp to 10 hours

Up to 10 hours

+1 Health Check

+1 Workshop

Up to 120 hoursUp to 160 hours
Problem Resolution Support (PRS)1Up to 40 hoursUp to 30 hoursUp to 80 hoursUp to 140 hours
24X7 Critical Situation Escalation Management (Severity 1 and A)IncludedIncludedIncludedIncluded
Microsoft Premier online support portalIncludedIncludedIncludedIncluded
Add-on HoursPacks of 20Packs of 20Packs of 20Packs of 20

1Support Assistance and PRS hours are available and must be used during the year of allocation.

Microsoft Enhanced Services and Solutions for Premier and Unified Support  

In addition to the services provided as part of the Unified Support packages and Premier packages, the following optional Enhanced Services and Solutions may be purchased. Enhanced Services and Solutions are available for an additional fee.  

  • Designated Support Engineering (“DSE”): DSE services are delivered as described in the applicable services description (SCSD or USSD).
  • Rapid Response services are delivered as described in the applicable services description (SCSD or USSD).
  • For Unified Support only - Microsoft Azure Event Management (“AEM”) services are delivered as described in the USSD.  
  • For Unified Support only - Office 365 Engineering Direct services are delivered as described in the USSD.
  • Developer Support services are delivered as described in the applicable services description (SCSD or USSD).
  • For Unified Support only – Support for Mission Critical services are delivered as described in the USSD.

Microsoft Support Services Business Rules

Reference the applicable services description (SCSD or USSD) for applicable rules and limitations for the support services being purchased, in addition to the following:

  • Support Services are provided in the country in which the VL agreement is signed.
  • Contact Microsoft for the purchase of any additional Unified or Premier Support services that are not available for purchase through Microsoft Volume Licensing.

Microsoft Digital Advisory Services Offerings

The Digital Advisory Services offerings contain the following components which will be provided for each year of the Customer’s Volume Licensing Agreement:

AreaDigital Advisory ConnectDigital Advisory FoundationDigital Advisory Portfolio
SKU Product Family9TH-xxxxBA3-xxxx9RO-xxxx
Service DeliveryUp to 400 hours in aggregate of a Microsoft Digital Advisor and the Enterprise Service Delivery TeamUp to 800 hours in aggregate of a Microsoft Digital Advisor and the Enterprise Service Delivery TeamUp to 1600 hours in aggregate of a Microsoft Digital Advisor and the Enterprise Service Delivery Team
Services Delivery Plan (SDP)Specific services provided may change over time. For details on which services are available, contact a Microsoft Services representative.
Digital Advisory NetworkSpecific services provided may change over time. For details on which services are available, contact a Microsoft Services representative.
Digital Advisory Services LibrarySpecific services provided may change over time. For details on which services are available, contact a Microsoft Services representative.
Digital Advisory Capacity (SKU Product Family: 9RS-xxxx)200 hours of Digital Advisor (can be added to any engagement)

Digital Advisory Service Modules

The Digital Advisory engagement includes one or more Digital Advisory service modules, as documented in the Service Delivery Plan.

Services Out of Scope

The Professional Services in a Digital Advisory engagement do not include problem resolution or break fix support, review of non-Microsoft source code, or technical or architectural consultation beyond the deliverables as described in a Services Delivery Plan. For any non-Microsoft source code, Microsoft’s Professional Services will be limited to analysis of binary data only, such as a process dump or network monitor trace.

Customer Responsibilities

Customer agrees to cooperate with Microsoft as part of the Digital Advisory engagement, including but not limited to making Customer’s representatives, IT staff, and resources available to Microsoft, providing accurate and complete information, and timely completing responsibilities assigned to Customer by Microsoft. Onsite visits of Microsoft resources must be mutually agreed, and Customer is responsible for reasonable travel and living expenses, as determined by the Digital Advisor.

Microsoft Digital Strategy & Enablement (DS&E) Offerings

The Digital Enablement Office offerings contain the following components which will be provided for each year of the Customer’s Volume Licensing Agreement:

AreaDigital Strategy & Enablement - DA onlyDigital Strategy & Enablement - w/o ACM and UXDigital Strategy & Enablement with ACM & UX
SKU Product FamilyHU8-xxxxHUB-xxxxHUI-xxxx
Service DeliveryUp to 400 hours in aggregate of a Microsoft Digital AdvisorUp to 800 hours in aggregate of a Microsoft Digital Advisor and the Microsoft Consulting Services Delivery TeamUp to 1,500 hours in aggregate of a Microsoft Digital Advisor and the Microsoft Consulting Services Delivery Team
Services Delivery Plan (SDP)Specific services provided may change over time. For details on which services are available, contact a Microsoft Services representative.

Digital Strategy & Enablement Modules

The Digital Strategy & Enablement engagement includes one or more Digital Strategy & Enablement service areas, delivering Multi-Horizon Digital Transformation oversight, value management, and continuous innovation with strategy development as documented in the Service Delivery Plan.

Services Out of Scope

The Professional Services in a Digital Strategy & Enablement engagement do not include problem resolution or break fix support, review of non-Microsoft source code, or technical or architectural consultation beyond the deliverables as described in a Services Delivery Plan. For any non-Microsoft source code, Microsoft’s Professional Services will be limited to analysis of binary data only, such as a process dump or network monitor trace.

Customer Responsibilities

Customer agrees to cooperate with Microsoft as part of the Digital Strategy & Enablement engagement, including but not limited to making Customer’s representatives, IT staff, and resources available to Microsoft, providing accurate and complete information, and timely completing responsibilities assigned to Customer by Microsoft. Onsite visits of Microsoft resources must be mutually agreed, and Customer is responsible for reasonable travel and living expenses, as determined by the Digital Advisor.