Situation Our Expected Response Customer’s Expected Severity Response 1. Submission Catastrophic business 1st call response in 1 hour Notification of via phone only impact: or less customer Senior executives Complete loss of a core Our Resources at customer (mission critical) site as soon as possible. Allocation of business process and appropriate resources Continuous effort on a 24x7 work cannot reasonably to sustain continuous basis continue effort on a 24x7 basis2 Rapid Escalation within Needs immediate Rapid access and Microsoft to Product teams attention response from change Notification of Microsoft’s control authority Senior Executives A Submission Critical business impact: 1st call response in 1 hour Allocation of via phone only or less appropriate resources Significant loss or to sustain continuous degradation of services Our Resources at customer site as required. effort on a 24x7 basis2 Needs attention within Rapid access and 1hour Continuous effort on a 24x7 response from change basis control authority Notification of Microsoft’s Management Senior Managers notification B Submission Moderate business 1st call response in 2 hours Allocation of via phone or impact: or less appropriate resources web to sustain Business Moderate loss or Effort during Business Hours1 continuous degradation of services Hours1 only effort but work can reasonably continue in Access and response an impaired manner. from change control authority within 4 Needs attention within 2 Business Hours1 Business Hours1 C Submission Minimum business 1st call response in 4 hours Accurate contact via phone or impact: or less information on case web Substantially Effort during Business owner functioning with minor Hours1 only Responsive within 24 or no impediments of hours. services. Needs attention within 4 Business Hours1 1 Business Hours are defined locally. 2 We may need to downgrade the severity level if customer is not able to provide adequate resources or responses to enable us to continue with problem resolution efforts. Information Services include access to the Premier online website and regularly scheduled support webcasts led by Microsoft program managers, developers and professionals providing key information regarding Microsoft technology. Add-On hours can be used for Support Assistance or Problem Resolution Support. Associated Business Rules
Severity Situation Our 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 Our Resources at customer site as soon as possible. Continuous effort on a 24x7 basis Rapid Escalation within Microsoft to Product teams Notification of Microsoft’s Senior Executives Notification of customer Senior executives Allocation of appropriate resources to sustain continuous effort on a 24x7 basis2 Rapid access and response from change control authority A Submission via phone only Critical business impact: Significant loss or degradation of services Needs attention within 1hour 1st call response in 1 hour or less Our Resources at customer site as required. Continuous effort on a 24x7 basis Notification of Microsoft’s Senior Managers 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 or web Moderate business impact: Moderate loss or degradation of services but work can reasonably continue in an impaired manner. Needs attention within 2 Business Hours1 1st call response in 2 hours or less Effort during Business Hours1 only Allocation of appropriate resources to sustain Business Hours1 continuous effort Access and response from change control authority within 4 Business Hours1 C Submission via phone or web Minimum business impact: Substantially functioning with minor or no impediments of services. Needs attention within 4 Business Hours1 1st call response in 4 hours or less Effort during Business Hours1 only Accurate contact information on case owner Responsive within 24 hours. 1 Business Hours are defined locally. 2 We may need to downgrade the severity level if customer is not able to provide adequate resources or responses to enable us to continue with problem resolution efforts. Information Services include access to the Premier online website and regularly scheduled support webcasts led by Microsoft program managers, developers and professionals providing key information regarding Microsoft technology. Add-On hours can be used for Support Assistance or Problem Resolution Support. Associated Business Rules
1307-product-list.docx