MICROSOFT PREMIER SUPPORT FOR PARTNERS
Aligning our services to meet your business and customer support goals
Lead theCompetition with Microsoft Premier Support for Partners This customizable,managed support offeringhelps accelerate your business growth with access to key information, guidance, and expert assistance.Designed with a broad range of business models in mind, you have the power to choose the precise support options necessary to meet your customers’specific needs. Closely aligned with other Microsoft partner service offerings, you gain enhanced support benefits that extend across the full engagement lifecycle.
Exclusive Access to the Latest Information and Support Resources
Benefit from hands-on collaboration, knowledge transfer, and customized training tailored to your specificrequirements that help increase the knowledge of your IT staff. Additionally, gain access to information previouslyonly available to internal Microsoft product support experts.During solution planning and deployment, you can better leverage your portfolio of support assets with guidance provided fromyour Technical Account Manager.Once the solution is in production, Microsoft Premier Support professionals are available to quickly manage and escalate technical issues you or your customer may face.
Meet Your Unique Business Needs and Those of Your Customers
Choose from a modular set of services that can be tailored to support specific customer needs along withthe specific internal requirements of your ownorganization. Microsoft Premier Support for Partnersdelivers services to yourcompany via a host of reactive, proactive, and managed service offerings.As an exclusive benefit of the program, services can also be delivered through your company to enablea premium supportexperience for your customers.
Simplified Access to Essential Partner Programs and Benefits
Access your own Technical Account Managerwho will proactively learn your business and capabilities,help plan for improved implementation, and assist in managing priority escalations. In addition to the exclusive, enhanced support services that Premier Support for Partners provides, you will receive guidance on how to fully realize the lifecycle and support assets available from the broader Microsoft Partner Network program.
Program Features
Service Components / Benefits / Features / ‘To’Services / ‘Through’ Enabled
TechnicalAccount Management (Relationship) / Delivers a direct relationship with Microsoft. Provides a trusted advisor to help improve the alignment between business and IT. Helps increase performance and availability of mission-critical systems, minimizes the cost of downtime, and helps optimize and improve IT operations. / Service Delivery Plan / /
Remediation Planning / /
Operational Guidance / /
Monthly Reporting and Trending Advice / /
Escalation Management / /
Account Representative /
Connected Experience – Microsoft Partner Network /
On-Site Resource Available /
Support Assistance (Prevent) / Offers exclusive access to knowledge sharing and best practices. Provides advanced technical training to help IT staff act proactively and to develop crisis management skills. Helps identify and control platform risks before they become a threat. Helps maximize productive use of technology and increase platform flexibility and agility. / Health Checks, Risk AssessmentPrograms and Reviews / /
Remediation Services / /
Proactive Information Distribution /
Microsoft Premier Online /
Product Support Workshops /
Workshops and WorkshopPLUS / /
Problem Resolution Support (Fix) / Offers peace of mind so that personnel are ready to react when problems arise.Covers issues for both on-premises and cloud-based solutions.Decreases resolution time during a crisis withdirect involvement from Microsoft. / ProblemResolution Services / /
24/7 Critical Situation Escalation Management / /
ReactiveOn-Site Support / /
Available
Add-ons* / Provides specialized support benefits via a comprehensive portfolio of add-on services that enhance the support experience. / Monthly Hotfix Report /
Premier Support for Developers /
Third Tier Support / /
Premier Mission Critical /
Application Management Services for FAST / /
Dedicated Support Engineering / /
Extended Hotfix Support / /
Custom Support Agreement / /
Pricing varies by region. Contract size subject to partner needs and scoping. * Additional fees may apply to add-on services.
Enroll today, visit more informationor contact your services account representative.
This data sheet is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY.
Service Descriptions
TechnicalAccount Management (Relationship) / Service Delivery Plan / The Service Delivery Plan is a document specifying the objectives, focus areas, improvement activities, and key metrics specifically tailored to the partner’s environment, offerings, and capabilities.
Remediation Planning / Led by the Technical Account Manager, remediation planning is a full-day session focused on documenting an appropriate plan for addressing the issues and risks noted in the Risk Assessmentdelivery. Remediation Planning reinforcesremediation accountability and validates the importance of remediation activities to the business.
Operational Guidance / Operational Guidance helps reduce support costs and risks, improve operational efficiency, availability, and reliability through the implementation of IT service management principles.
Monthly Reporting and Trending Advice / Provided on a regular basis, the monthly report gives partners details on support activity, including information on closed and outstanding support incidents.
Escalation Management / Enables critical system issues to be triaged by Microsoft subject-matter experts—escalation management provides close monitoring by theTechnical Account Manager.
Account Representative / The Technical Account Manager responds to technical issues and acts as an advocate to help ensure partners’ needs are addressed and escalations are performed as needed.
Connected Experience – Microsoft Partner Network / Support “connected experience”helps providepartners with increased visibility and guidance related toMicrosoft Partner Networkand Premier Support for Partners benefits through their Technical Account Manager.
On-SiteResource Available / Based on contract details and specific support needs, an on-siteresource can be made available to quickly address any questions or escalation issues that arise, helping minimize downtime.
Support Assistance (Prevent) / Health Checks, Risk Assessment Programs, and Reviews / Health Checks and Risk Assessmentshelp identify potential problems in current production implementations before they adversely impact the IT environment and/or endusers. During a Health Check or Risk Assessment delivery, a Premier Field Engineer provides rich knowledge transfer to the partner’s IT staff, empowering them to maintain the health of their environments moving forward. A report is provided with all findings detailed, including a prioritized list of issues that need attention.
Remediation Services / Remediation Services address additional technology and operational issues identified by a Health Check, Risk Assessment, or Operations Review. These issues typically need to be dealt with to enable proper change control and scheduling of appropriate resources. Using prescriptive “Side By Side Workshops,”Microsoft Premier Field Engineers work directly with key IT staff to address problematic implementations and skill gaps.
Proactive Information Distribution / Focused on understanding their partner’s business, Technical Account Managers can quickly provide the latest technology information and key industry insights to help drive efficiencies. Proactive updates on topics pertinent to a partner’s specific solution offerings can help them maintain a competitive advantage in the marketplace. Information may include (but is not limited to) whitepapers, best practices, knowledge-based articles, and industry trends.
Microsoft Premier Online / Microsoft Premier Online is a portal that delivers partners and customers access to the key information services provided directly by Microsoft Support. This includes Product NewsFlashes, Critical Problem Alerts, Expert Roundtables, and more.
Product Support Workshops / Product Support Workshops provide product support training to Microsoft Premier Support Partners that is in sync with key Microsoft product release cycles, helping ensurepartners havea high level of preparedness when delivering support to theircustomers.
Workshops and WorkshopPLUS / Microsoft Services Workshops and WorkshopPLUS provide advanced technical training that maysignificantly improve an IT staff’s ability to proactively avoid problems and quickly respond to issues—increasing uptime and overall infrastructure performance.
Problem Resolution Support (Fix) / ProblemResolution Services / Microsoft Support Professionals deliver expert assistance for technical problems associated with Microsoft products—by phone and on site. Response times are based on the severity of the problem, and assistance is available 24 hours a day, seven days a week for business-critical issues. Astreamlinedcritical situation management process, driven by the Technical Account Manager, means that critical issues get escalated to the highest levelnecessary to help resolve the issue.
24/7 Critical Situation Escalation Management / With 24 hours a day, seven days a week Critical Situation Escalationmanagement, issues are escalated promptly and actively monitored by Microsoft to deliver the highest level of responsiveness available through Microsoft Premier Support.
ReactiveOn-Site Support / ReactiveOn-Site Support helps ensure that senior support professionals are dispatched on-siteto resolve mission-critical events in a timely manner.
Available
Add-ons* / Monthly Hotfix Report / The Monthly Hotfix Report combines past, present, and future information about Microsoft products. This information includes product lifecycle, new, and upcoming releases to help provide a comprehensive view of upgrade choices for IT administrators. The report focuses on providing the right information in an easy-to-use format and supports multiple, customized reports for different internal audiences.
Premier Support for Developers / With Microsoft Services Premier Support for Developers, partners gain access to expert resources and a full suite of services designed to both accelerate results and help reduce risks across the entire software development lifecycle. Partners can take advantage of Microsoft expertise and global resources to help ensure a consistent and coordinated development effort that aligns with their overall business initiatives. Additionally, guidance is available to help streamline software development and to deliver more effective business applications.
ThirdTier Support / Premier ThirdTier Support provides senior IT staff with a direct channel to third-tier support engineers from Microsoft. These engineers can help solve the most complex of IT issues.
Premier Mission Critical / Premier Mission Critical helps provide an end-to-end approach toward achieving business continuity while delivering the fastest incident escalation service available from Microsoft.Premier Mission Critical provides a scalable service and support program with services spanning from solution validation and architectural reviews to proactive services and problem resolution support.
Application Management Services for FAST / Application Management Services for FAST offers a portfolio of proactive services for FAST-based search solutions. These services are delivered by a team of highly skilled Microsoft Premier Field Engineers with search expertise who proactively monitor the search solution, performing regular index maintenance and tuning to help ensure that the search solution remains aligned with the partner’s business goals.
Dedicated Support Engineering / Microsoft Services Dedicated Support Engineeringaugments the partner’s existing IT support team, providing either an individual or team of supportexperts who are dedicated to our partners to address root causes for recurring issues, and that can help drive technology deployments, upgrades, and migrations.
Extended Hotfix Support / The Extended Hotfix Support program provides partners and customers with the opportunity to receive non-security hotfixes during the Extended Support phase of the Microsoft Support Lifecycle.
Custom Support Agreement / Custom Support Agreementshelp ensure assistance is available for previous versions of select Microsoft products and service packs that no longer receive public support. The Custom Support program includes two support offerings: Custom Support Standard and Custom Support Essentials.
Pricing varies by region. Contract size subject to partner needs and scoping.* Additional fees may apply to add-on services.
This data sheet is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY.