Appendix C Professional Services – The Professional Services available through Microsoft Volume Licensing are described below. Microsoft Premier Support Offerings Area1 Premier Premier Premier Premier Core Foundation Standard Plus Support X X X X Account Management Account Monthly Monthly Monthly Monthly Profiling & Reporting Support Up to Up to 10 Up to Up to Assistance 10 hours 120 160 +1 Health hours hours annually allocated) +1 Workshop Problem Up to Up to 30 Up to 80 Up to Resolution 40 hours 140 Support hours hours (PRS) (annually allocated) 24X7 Critical X X X X Situation Escalation Management (Severity Level 1) Rapid Onsite X X X X Support Proactive X X X X Information Services Microsoft X X X X Premier Online Add-on Packs of 20 of Packs of Hours 20 20 20 1 Business are defined locally. Severity Situation Microsoft's Customer's Expected Expected Response Response 1. Catastrophic 1st call Notification Submission business response in of Customer via phone impact: 1 hour or Senior only Complete less executives loss of a core Microsoft’s Allocation of (mission Resources appropriate critical) at resources to business customer sustain process and site as soon continuous work cannot as possible. effort on a reasonably Continuous 24x7 basis2 continue effort on a Rapid access Needs 24x7 basis and response immediate Rapid from change attention Escalation
Appendix C – Professional Services The Professional Services available through Microsoft Volume Licensing are described below. Microsoft Premier Support Offerings Area1 Premier Core Premier Foundation Premier Standard Premier Plus Support Account Management X X X X Account Profiling & Reporting Monthly Monthly Monthly Monthly Support Assistance annually allocated) Up to 10 Up to 10 hours +1 Health +1 Workshop Up to 120 hours Up to 160 hours Problem Resolution Support (PRS) (annually allocated) Up to 40 hours Up to 30 hours Up to 80 Up to 140 hours 24X7 Critical Situation Escalation Management (Severity Level 1) X X X X Rapid Onsite Support X X X X Proactive Information Services X X X X Microsoft Premier Online X X X X Add-on Hours Packs of 20 20 of 20 Packs of 20 1 Business are defined locally. Severity Situation Microsoft's Expected Response Customer's Expected Response 1. Submission via phone only Catastrophic business impact: Complete loss of a core (mission critical) business process and work cannot reasonably continue Needs immediate attention 1st call response in 1 hour or less Microsoft’s Resources at customer site as soon as possible. Continuous effort on a 24x7 basis Rapid Escalation Notification of Customer Senior executives Allocation of appropriate resources to sustain continuous effort on a 24x7 basis2 Rapid access and response from change