Support Contacts The number of permitted support contacts varies by Volume Licensing program and number of licenses covered under SA, as shown below. Contacts must be named individuals and can include individuals from outside Customer’s organization. However, an organization, department or group name may not be listed as a contact. Benefits OL OV S/S+: S/S+: S/S+: S/S+: EA EA EA EA A B Level C Level D # of As As As As As As Problem Needed Needed Needed Needed Needed Needed Resolution Phone Support Contacts # of NA 1 2 3 8 16 Authorized Web Support Contacts Service Level for Software Assurance Customers Estimated response times by severity level and Customer's responsibilities are defined in the following table: Severity Situation Microsoft’s Customer’s Expected Expected Response Response A. Critical 1st call Allocation of Submission business response appropriate via phone impact: in 2 hours resources to Customer’s or less sustain business has based on continuous significant support effort on a loss or offering 24x7 basis2 degradation Microsoft Rapid access of services Resources and response at from change Customer control site as authority required. Management notification B. Moderate 1st call Allocation of Submission business response appropriate via phone impact: in 4 hours resources to Customer’s or less sustain business has based on Business moderate support Hours loss or offering continuous degradation Effort effort of services during Access and but work can Business response reasonably Hours only from change continue in control an impaired authority manner. within 4 Business Hours C. Minimum 1st Accurate Submission business response contact via phone impact: in one information or web Customer’s business on case business is day or less owner substantially based on Responsive functioning support within one with minor offering business day. or no Effort during
Support Contacts The number of permitted support contacts varies by Volume Licensing program and number of licenses covered under SA, as shown below. Contacts must be named individuals and can include individuals from outside Customer’s organization. However, an organization, department or group name may not be listed as a contact. Benefits OL OV S/S+: EA A S/S+: EA B S/S+: EA Level C S/S+: EA Level D # of Problem Resolution Phone Support Contacts As Needed As Needed As Needed As Needed As Needed As Needed # of Authorized Web Support Contacts NA 1 2 3 8 16 Service Level for Software Assurance Customers Estimated response times by severity level and Customer's responsibilities are defined in the following table: Severity Situation Microsoft’s Expected Response Customer’s Expected Response A. Submission via phone Critical business impact: Customer’s business has significant loss or degradation of services 1st call response in 2 hours or less based on support offering Microsoft Resources at Customer site as required. Allocation of appropriate resources to sustain continuous effort on a 24x7 basis2 Rapid access and response from change control authority Management notification B. Submission via phone Moderate business impact: Customer’s business has moderate loss or degradation of services but work can reasonably continue in an impaired manner. 1st call response in 4 hours or less based on support offering Effort during Business Hours only Allocation of appropriate resources to sustain Business Hours continuous effort Access and response from change control authority within 4 Business Hours C. Submission via phone or web Minimum business impact: Customer’s business is substantially functioning with minor or no 1st response in one business day or less based on support offering Effort during Accurate contact information on case owner Responsive within one business day.
1602-product-terms.docx