Microsoft Enterprise Services

Transcription

1 Micrsft Enterprise Services Descriptin f Services March 2018

2 Descriptin f Services Table f cntent 1 Abut this dcument Micrsft Prfessinal Services Planning services Implementatin services Maintenance services Optimizatin services Educatin services Cnsulting services Hw t purchase Custm cnsulting services Packaged cnsulting services Descriptin f Services Planning services Implementatin services Optimizatin services Disclaimers and limitatins Yur respnsibilities Supprt services Hw t purchase Package descriptins Enterprise wide packages Enhanced slutins Descriptin f services Practive services Service delivery management Reactive services Enhanced services Designated Supprt Engineering Custm Supprt Extended Htfix Supprt Premier Ultimate Third Tier Supprt Enhanced slutins Page 1

3 Descriptin f Services Table f cntents Supprt fr Missin Critical Partner supprt slutins Glbal supprt slutins Additinal terms and cnditins Yur respnsibilities Dcument changes Page 2

4 Descriptin f Services 1 Abut this dcument The Micrsft Enterprise Services Descriptin f Services prvides yu with infrmatin n the prfessinal services that are available t purchase frm Micrsft. Please familiarize yurself with the descriptins f the services that yu purchase, including any prerequisites, disclaimers, limitatins and yur respnsibilities. The services that yu purchase will be listed in yur Enterprise Services Wrk Order (Wrk Order) r anther applicable Statement f Services that references and incrprates this dcument. Nt all services listed in this dcument are available glbally. Fr details n which services are available fr purchase in yur lcatin, cntact yur Micrsft Services representative. Available services are subject t change. Page 1

5 Descriptin f Services 2 Micrsft Prfessinal Services Micrsft Prfessinal Services help yu accelerate business value frm yur technlgy investments. These services are available during the planning, implementatin, maintenance, and ptimizatin stages f yur technlgy lifecycle and prvide data, mbility, prductivity and cmputing slutins fr yur npremises, clud and hybrid IT infrastructure. Micrsft prvides practive services in the fllwing categries: 2.1 Planning services Planning services prvide assessments and reviews f yur current infrastructure, data, applicatin and security envirnment t help plan yur remediatin, upgrade, migratin, deplyment r slutin implementatin based n yur desired utcmes. 2.2 Implementatin services Implementatin services prvide technical and prject management expertise t accelerate design, deplyment, migratin, upgrade, and implementatin f Micrsft technlgy slutins. 2.3 Maintenance services Maintenance services help prevent issues in yur Micrsft envirnment and are typically scheduled in advance f the service delivery t help ensure resurce availability. 2.4 Optimizatin services Optimizatin services fcus n the gals f ptimal utilizatin f the custmer s technlgy investment. These services may include remte administratin f clud services, ptimizing the adptin f Micrsft prduct capabilities by end users and ensuring a rbust security and identity psture. 2.5 Educatin services Educatin services prvide training that help t enhance yur supprt staff s technical and peratinal skills thrugh either nsite, nline r n-demand instructin. Page 1

6 3 Cnsulting services Enterprise Services Cnsulting services (cnsulting services) are prject-based engagements t prvide services related t planning, implementing, and adpting the slutins that accelerate the value custmers derive frm their IT investments. These engagements cver services, based n Micrsft prduct and technlgies, acrss digital strategy, architecture, planning, upgrades, migratin, deplyment, applicatin develpment, and data insight slutins. 3.1 Hw t purchase Cnsulting services are available as prject-based, scped custm engagements r as pre-scped packaged services as described belw: Service Custm cnsulting services Packaged cnsulting services Definitin A custm engagement with a custmer specific scpe f services, timelines and/r milestnes fr unique slutins. An engagement with pre-scped deliverables that address many cmmn business scenaris. Key: indicates items that yu may see listed n yur Wrk Order. 3.2 Custm cnsulting services Belw are available custmizable services slutins. The Enterprise Services Wrk Order (ESWO) r a Statement f Wrk (SOW) details the scpe f custmized cnsulting services. Applicatins & Infrastructure Clud cmputing is fundatinal t enabling digital transfrmatin fr any rganizatin. Micrsft s mdern applicatins services help t accelerate time t value, with reduced risk when mdernizing and integrating applicatins and leveraging the clud t help engage with custmers thrugh multiple channels and n any device. With Clud Prductivity Slutins, we help rganizatins plan, implement, and build experiences t imprve cmmunicatin, cllabratin, and deepen custmer relatinships t generate business insight, enabling rganizatins t realize the full value f their Office 365 investment. Data & Artificial Intelligence (AI) The cre currency f mdern businesses is the ability t cnvert data int AI that drives cmpetitive advantage. Micrsft s Business Insights slutins help develpers and rganizatins t becme AI-fcused thrugh a cmprehensive versight t envisin, implement, and supprt slutins fr Business and IT rganizatins that unlck insights n data using prducts that include Azure Database Pwer BI, Office, and SQL Server. Business Applicatins Assistance with business applicatins that are part f a cnnected data envirnment, enabling AI and business intelligence while als helping t digitize business-critical functins, including relatinship sales, talent and peple prcesses, peratins, and custmer service. Page 2

7 Descriptin f Services Cnsulting services Micrsft ffers a spectrum f cnsulting services fr Micrsft Dynamics 365 fr Custmer Engagement that spans Sales, Service and Marketing t help custmers turn relatinships int revenue by bringing digital intelligence int every deal. Cnsulting services fr Micrsft Dynamics 365 Unified Operatins helps custmers accelerate grwth by ptimizing peratins and making realtime, data-driven decisins at glbal scale. Mdern Wrkplace As a part f wrkplace transfrmatin, Micrsft is able t help yur envirnment match pace while als making it pssible fr every prfessinal in yur business t have the tls t be mre prductive. Our Devices and Mbility cnsulting services fferings enable businesses and IT leaders t develp and implement enterprise-wide mbility and device management strategies that facilitate deeper, richer cnnectins with emplyees and custmers. Datacenter and Clud Infrastructure Services als integrates technlgy, peple, and prcesses t help IT transfrm data centers int strategic business assets, custmized t their specific business needs. Cupled with Security and Identity services, we als prvide strategies and slutins t help prtect IT infrastructure, applicatins, and data frm internal and external threats. 3.3 Packaged cnsulting services Micrsft ffers Cnsulting Services fr many cmmn business scenaris based n experience with planning, deplying and implementing Micrsft prducts, technlgy and prcesses. The services belw are ffered in a pre-defined scpe f wrk with a fixed duratin and assciated price. 3.4 Descriptin f Services Planning services Architecture Services: An evaluatin f yur nline services adptin gals which prvides guidance, planning and remediatin. This evaluatin helps build better alignment f yur teams and envirnment t nline services architecture best practices. Digital Advisry Services prgram: Digital Advisry Services cmbines Digital Advisrs with industry, and business expertise with Micrsft s experiences and innvatins strategies t empwer rganizatins t reach their digital aspiratins. Partnering with custmers, Digital Advisrs drive a prgram f change t build the digital business. Digital Advisry services can be purchased in packages f apprximately 200, 400, 800 and 1600 hur engagements with either a part time r full time advisr. The Micrsft service delivery team, including resurces frm Micrsft Services Centers f Excellence, cmplement delivery with subject matter expertise r prvide recmmended practice advice and specific guidance n Micrsft technlgies. In additin, the fllwing Digital Advisry Services engagement packages are als available: Page 3

8 Descriptin f Services Cnsulting services Digital Advisry Business-Ready packages: An engagement led by a digital advisr and supprted by the Micrsft Services delivery team that prvides predetermined business utcmes fr a custmer that requires a slutin fcusing n technlgy and platfrm f Clud, Mbility, Prductivity. Digital Advisry Digital Ready packages: An engagement led by a digital advisr fcusing n business design and change prcess t drive digital transfrmatin as part f custmer s evlving business mdels. Prf f Cncept: An engagement t prvide evidence that enables the custmer t evaluate the feasibility f a prpsed technical slutin. The evidence can be in the frm f wrking prttypes, dcuments, and designs, but are nt usually prductin-ready deliverables. Slutin Planning: Structured engagements t assist and guide yu thrugh implementatin planning fr Micrsft technlgy deplyments in n-premises, clud and hybrid envirnments. These services may als include an assessment f the design, security, IT peratins r change management f yur Micrsft technlgies t help plan the implementatin f yur technical slutin t meet yur desired utcmes. At the cnclusin f the service, yu may receive a reprt cntaining the technical assessment and slutin implementatin plan. Develper Tls Deplyment Planning Services (DTDPS): Designed t help rganizatins plan effective Visual Studi deplyments. These engagements can be used t help develp a deplyment plan and strategies fr adpting Visual Studi. Azure Deplyment Planning Services fr Public Clud (AZDPS): Multi-day engagements that invlve training, dems and deplyment planning. They can fcus n activating Azure strage slutins, migrating applicatins t Micrsft Azure Infrastructure Services, implementing enterprise mbility, implementing Micrsft Operatins Management Suite, r implementing develp and test scenaris n Micrsft Azure virtual machines. Desktp Deplyment Planning Services (DDPS): Deplyment planning services that ffer a brad range f planning tls and pre-defined engagement activities fcused n hw t deply Office 365, Office r Windws. Dynamics Deplyment Planning Services (DYDPS): Planning services fr implementing r upgrading t Micrsft Dynamics CRM (Custmer Relatinship Management), Dynamics CRM Online, r implementing an ERP (Enterprise Resurce Planning) slutin with Micrsft Dynamics AX. Skype fr Business and Exchange Deplyment Planning Services (S&EDPS): Designed t help rganizatins plan fr Skype fr Business r Exchange deplyments, these services prvide and deplyment planning fr architectural and peratinal aspects f Micrsft Skype fr Business r Micrsft Exchange. Private Clud Management and Virtualizatin Deplyment Planning Services (PVDPS): Designed t help plan effective deplyments f Systems Center, Windws Server and Hyper-V. These engagements ffer a brad range f planning services fr upgrades, migratins, accelerating management and virtualizatin deplyments, as well as implementing unified device management. Page 4

9 Descriptin f Services Cnsulting services The SQL Server Deplyment Planning Services (SSDPS): Services are available in multi-day engagements that fcus n such activities as upgrading t SQL Server, deplying SQL Server Business Intelligence, and migrating t SQL Server. SharePint Deplyment Planning Services (SDPS): Fcusing n the delivery f SharePint and SharePint Online deplyment planning engagements, these services may include Office 365 FastTrack planning, Prject and Prtfli management (PPM) slutin planning, and SharePint deplyment planning. User Experience: Services t deliver a user experience fr yur line f business applicatins, bringing expertise in Strybarding, Mtin Graphics, Ethngraphic Research, Persnal and Scenari Analysis, UX Strategy and Design, Visual Design, UI Develpment, Usability testing, and Accessibility cnsideratins Implementatin services Prject Gvernance: A service t prvide management and versight f yur prject, prgram, r engagement in rder t ensure successful delivery. Slutin Architecture: A service t prvide architecture and design fr yur slutin, based n reference architectures fr Micrsft s technlgies. Slutin Delivery: A service t prvide technical implementatin, including develpment, cnfiguratin, migratin, upgrade, and deplyment f the slutin based n Micrsft technlgies and their integratin int the custmer s envirnments Optimizatin services Adptin Services: Adptin services prvide a suite f services that help yu assess yur rganizatin s ability t mdify, mnitr and ptimize changes linked t yur Micrsft technlgy purchase. This includes cnsulting in the develpment and executin f yur adptin strategy regarding the peple side f change. Custmers have access t resurces with the expertise, knwledge and assciated Micrsft recmmended practices in supprt f their adptin prgram. IT Services Management: A suite f services designed t help yu evlve yur legacy IT envirnment using mdern service management appraches that enable innvatin, flexibility, quality and peratinal cst imprvements. Mdern IT Service Management services may be delivered thrugh remte r nsite advisry sessins r wrkshps t help ensure yur mnitring, incident management r service desk prcesses are ptimized t manage the dynamics f clud-based services when mving an applicatin r service t the clud. Security Services: The Micrsft security slutins prtfli includes fur fcus areas: clud security and identity, mbility, enhanced infrmatin prtectin and secure infrastructure. Security services help custmers understand hw t prtect and innvate their IT infrastructure, applicatins and data against internal and external threats. 3.5 Disclaimers and limitatins Our delivery f services is based upn the fllwing disclaimers and limitatins: Digital Advisry Services is cmprised slely f advice and guidance slely regarding yur deplyment and use f Micrsft technlgies. Page 5

10 Descriptin f Services Cnsulting services Prduct licenses are nt included in the cnsulting services and must be purchased separately. Digital Advisry Services des nt include prduct deplyment, prblem reslutin, break fix supprt, review f nn-micrsft surce cde, r technical r architectural cnsultatin beynd the services described abve. Fr any nn-micrsft surce cde, ur services are limited t analysis f binary data nly, such as a prcess dump r netwrk mnitr trace Where nsite visits f Micrsft Architects r service delivery team resurces are mutually agreed and nt pre-paid, yu will be billed fr reasnable travel and living expenses. 3.6 Yur respnsibilities The success f cnsulting engagements and the perfrmance f ur bligatins are dependent n yur invlvement thrughut the duratin, including but nt limited t: The availability f yur representatives, IT staff, and resurces, including hardware, sftware, Internet cnnectivity, and ffice space. Yur timely prvisin f accurate and cmplete infrmatin as requested by the service delivery team. Access t infrmatin abut yur rganizatin. Timely and effective cmpletin f yur assigned respnsibilities. Timely decisins and apprvals by yur management. Payment f travel and expenses incurred by yur emplyees r cntractrs. Page 6

11 Descriptin f Services 4 Supprt services Micrsft Premier Supprt Services (supprt services) is a set f cmprehensive enterprise supprt services that helps reduce csts, enhance prductivity, and use technlgy t realize new business pprtunities fr any stage f the IT lifecycle. Supprt services include: Practive services help maintain and imprve health f yur IT infrastructure and peratins. Service Delivery Management t facilitate planning and implementatin Priritized 24x7 prblem reslutin services t prvide rapid respnse t minimize dwntime 4.1 Hw t purchase Supprt services are available as a package r as individual services under an existing Supprt agreement using the Enterprise Services Wrk Order, as described belw: Service Enterprise wide packages Enhanced slutin packages Definitin A cmbinatin f services that ffer supprt fr all cmmercial, supprted Micrsft prducts and/r Online Services in use within yur rganizatin. Cnfigurable and Fixed package ptins are available. A package f supprt services which cvers a specific Micrsft prduct r custmer IT system. Available with the Cnfigurable package. Key: indicates items that yu may see listed n yur Wrk Order. 4.2 Package descriptins Enterprise wide packages Enterprise wide packages ptins include: Cnfigurable (tailred t meet yur requirements) r Fixed packages (pre-defined services). Cnfigurable package A supprt package is custmized frm the items listed belw t meet yur requirements. Item Practive services Service delivery management Available Services The services which are described in Sectin Practive services are available fr inclusin in yur supprt package Included in all packages. The delivery mdel and level f service is custmized as described in Sectin Service delivery management Page 7

12 Descriptin f Services Supprt services Reactive services Enhanced services The services which are described in Sectin Reactive services are available fr inclusin in yur supprt package Additinal services, described in Sectin 4.4 Enhanced services can be included in yur supprt package Fixed package An entry level set package f supprt services with a ne-year term Item Practive services Service delivery management Reactive services Included Services One Risk and Health Assessment Prgram as a Service A Cre level f service is included, delivered thrugh a Pled mdel, described in Sectin 4.3.2, Service delivery management Up t 20 Prblem Reslutin Supprt hurs Enhanced slutins Enhanced slutin packages cver a specific Micrsft prduct r custmer IT system, available services are listed belw. Item Supprt fr Missin Critical Descriptin Prvides a higher level f supprt fr a defined set f Micrsft prducts that are cntained within yur missin critical business slutin(s) and is intrduced in Sectin Supprt fr Missin Critical 4.3 Descriptin f services The items which are cmbined t frm yur Premier Supprt package are described in this sectin Practive services Practive services help prevent issues in yur Micrsft envirnment. T ensure resurce availability and delivery during the term f the applicable Wrk Order, Practive services shuld be scheduled in a timely manner. The Practive services that fllw are available as identified belw r detailed n yur Wrk Order. Page 8

13 Descriptin f Services Supprt services Planning services Prf f Cncept: An engagement t prvide evidence that enables the custmer t evaluate the feasibility f a prpsed technical slutin. The evidence can be in the frm f wrking prttypes, dcuments, and designs, but are nt usually prductin-ready deliverables. Implementatin services Onbarding Services: A direct engagement with a Micrsft engineer t prvide deplyment, migratin, upgrade, r feature develpment assistance. This can include assistance with planning and validatin f a prf-f-cncept r prductin wrklad using Micrsft prducts. Maintenance services Assessment Prgram: An assessment n the design, technical implementatin, peratins r change management f yur Micrsft technlgies against Micrsft recmmended practices. At the cnclusin f the assessment, the Micrsft resurce will wrk directly with yu t remediate pssible issues and prvide a reprt cntaining the technical assessment f yur envirnment, which may include a remediatin plan. Health Check: An implementatin assessment review f yur Micrsft technlgy implementatin against ur recmmended practices. A Micrsft engineer plans the health check engagement with yu, perfrms the review, analyzes the data and delivers a reprt upn cmpletin. Offline Assessment: An autmated assessment f yur Micrsft technlgy implementatin with data cllected remtely, r by a Micrsft engineer at yur lcatin. The data gathered is analyzed by Micrsft using n-premises tls, and we prvide yu with a reprt f ur findings and remediatin recmmendatins. Practive Mnitring: Delivery f technical peratins mnitring tls and recmmendatins fr tuning yur server incident management prcesses. This service helps yu t create incident matrices, cnduct majr incident reviews, and create the design fr a sustained engineering team. Practive Operatins Prgrams (POP): A review with yur staff f yur planning, design, implementatin r peratinal prcesses against Micrsft recmmended practices. This review is dne either nsite r remtely by a Micrsft supprt resurce. Risk and Health Assessment Prgram as a Service (RAP as a Service): An autmated assessment f yur Micrsft technlgy implementatin, with data cllected remtely. The gathered data is analyzed by Micrsft t create a finding reprt cntaining remediatin recmmendatins. Risk and Health Assessment Prgram as a Service Plus (RAP as a Service Plus): RAP as a Service is prvided and is fllwed up with a custmized system ptimizatin wrkshp at yur lcatin (fr up t tw days), that is fcused n remediatin planning and knwledge transfer. Optimizatin services Adptin Services: Adptin services prvide a suite f services that help yu assess yur rganizatin s ability t mdify, mnitr and ptimize changes linked t yur Micrsft technlgy purchase. This includes supprt in the develpment and executin f yur adptin strategy Page 9

14 Descriptin f Services Supprt services regarding the peple side f change. Custmers have access t resurces with the expertise, knwledge and assciated Micrsft recmmended practices in supprt f their adptin prgram. Develpment Fcused Services: Services available t assist yur staff build, deply, and supprt applicatins built with Micrsft technlgies. IT Services Management: A suite f services designed t help yu evlve yur legacy IT envirnment using mdern service management appraches that enable innvatin, flexibility, quality and peratinal cst imprvements. Mdern IT Service Management services may be delivered thrugh remte r nsite advisry sessins r wrkshps t help ensure yur mnitring, incident management r service desk prcesses are ptimized t manage the dynamics f clud-based services when mving an applicatin r service t the clud. IT Services Management services may be an element f a custmized prgram f supprt services, available fr an additinal fee and may be defined in an addendum and referenced in yur Wrk Order. Lab Services: Where available in yur gegraphy, Micrsft can prvide yu with access t a lab facility t assist yu with prduct develpment, benchmarking, testing, prttyping, and migratin activities n Micrsft prducts. Remediatin Services: Direct engagement with a Micrsft engineer t address findings identified during an Assessment service. The duratin f each engagement is specified in days n yur Wrk Order and is delivered in partnership with yur engineering staff. Security Services: The Micrsft security slutins prtfli includes fur fcus areas: clud security and identity, mbility, enhanced infrmatin prtectin and secure infrastructure. Security services help custmers understand hw t prtect and innvate their IT infrastructure, applicatins and data against internal and external threats. IT Services Management services may be an element f a custmized prgram f supprt services, available fr an additinal fee and may be defined in an addendum and referenced in yur Wrk Order. Educatin services Chalk Talks: Shrt interactive services, typically ne-day sessins, that cver prduct and supprt tpics prvided in a lecture and demnstratin frmat and are delivered by a Micrsft engineer either in persn r nline. On-demand Educatin: A subscriptin service that grants access t a cllectin f nline training materials frm a wrkshp library develped by Micrsft engineers. Subscriptins are sld n a per seat basis. Webcasts: Micrsft-hsted educatin sessins, available n a wide selectin f supprt and Micrsft technlgy tpics, delivered ver the internet. Webcasts can be purchased n a perattendee basis r as a dedicated delivery t yur rganizatin, as specified n yur Wrk Order. Wrkshps: Advanced level technical training sessins, available n a wide selectin f supprt and Micrsft technlgy tpics, delivered by a Micrsft engineer in persn r nline. Wrkshps are purchased n a per-attendee basis r as a dedicated delivery t yur rganizatin, as specified n yur Wrk Order. Wrkshps cannt be recrded withut express written permissin frm Micrsft. Custm Practive services: An engagement with ur persnnel t deliver services, at yur directin, in persn r nline which are nt therwise described in this dcument. These engagements are measured and priced in days. The fcus areas fr Custm practive services are: Page 10

15 Descriptin f Services Supprt services Maintenance services Optimizatin services Educatin services Supprt Assistance: Where available, practive services may be sld as a quantity f Supprt Assistance hurs. These hurs can be exchanged fr ne r mre practive services, described abve, at current rates that are prvided by yur Micrsft Services representative. After scheduling the practive service, we will deduct the apprpriate number f Supprt Assistance hurs frm yur balance, runded up t the nearest hur, t cver the value f a daily rate r the fixed fee fr the service. If yu rder ne type f Supprt Assistance service and wish t exchange it fr anther, yu may apply the hurs already purchased t that alternative service, where available and agreed upn with yur Service Delivery Manager Service delivery management Service delivery management All Premier Supprt packages are crdinated and initiated by a Service Delivery Manager (SDM). In certain gegraphies, this rle is als called a Technical Accunt Manager (TAM) r Supprt Accunt Manager (SAM). Fr Premier Supprt fr Develper and develper fcused packages, yur service delivery management is prvided by an Applicatin Develpment Manager (ADM) wh has brad develpment industry expertise as well as an understanding f develper technlgies. This delivery may be refined, based n delivery mdel, level f service, and gegraphy. If nt therwise specified n yur Wrk Order, the delivery mdel will be Designated, and the level f service will be Cre. Delivery mdel Item Pled Designated Dedicated Definitin Perfrmed by a grup f individuals lcated remtely Prvided n a part-time basis, either nsite r remtely, by a named individual wh als services ther Micrsft Premier Supprt custmers Prvided, either nsite r remtely, by a named individual wh is slely fcused n a single Micrsft Premier Supprt custmer Level f service Item Cre Standard Extended Definitin Includes general crdinatin, plus a service intrductin, service delivery planning, service reviews, critical security supprt advice, incident management, crisis management, infrmatin services and service subscriptin management Includes all Cre services, plus an Initial Assessment and remediatin planning Includes all Standard services, plus Micrsft Prduct/Online Services lifecycle awareness, incident trend analysis and advice, and prcess guidance Page 11

16 Descriptin f Services Supprt services Scpe details The fllwing services are available t custmers wh purchase a Cre level f service delivery management: Service intrductin: An verview f Premier Supprt services, including an explanatin f hw t select and plan practive services and a demnstratin f hw t lg assisted reactive supprt requests and utilize available tls. Service Delivery Plan (SDP): The basis f yur Premier Supprt services that includes a custmized service plan created in cllabratin with yur team t determine hw and when services are t be applied. We mnitr and adjust yur SDP based n yur needs thrughut the term. Service reviews: On an nging basis, we review the past perid s services, reprt t yu n what has been delivered and imprved, review yur feedback, and discuss any actins r adjustments, which may be required. These reviews may cnsist f standard status reprts and virtual r nsite status meetings (if nsite travel is authrized). If yu have nline services, yur service reviews will include status f service requests and service incidents, as well as, uptime infrmatin. Custmizatin f the service review is als available, but this may require an additinal purchase, depending n the level f service delivery management included in yur purchased services. Critical security supprt advice: Ntificatin f critical Micrsft Security Bulletins. If yu have a Designated r Dedicated SDM, yur SDM will help yu assess the effect f this infrmatin n yur IT infrastructure. Incident management: Oversight by ur service delivery team f supprt incidents t drive timely reslutin and a high quality f supprt delivery. This may include the develpment f incident respnse plans, identificatin f a primary cntact fr status updates during incidents and facilitating rt cause analysis after an incident has ccurred. If yu have nline services, this may include a summary f the cause f the incident and the Service Level Agreement (SLA). Crisis management: Arund-the-clck issue wnership and cmmunicatin t yu frm yur service delivery team and Critical Situatin Managers during situatins in which yu experience critical business impacts. Infrmatin services: Delivery f newsletters, websites and resurces fcused n Micrsft prducts and services relevant t yur envirnment. May include supprt and peratinal infrmatin abut Micrsft technlgies, trubleshting tls and references t knwledge base articles. Service subscriptin management: Fr custmers with nline services, yur SDM may assist with the escalatin f issues that relate t yur nline service subscriptins and prvide answers t billing, accunt prvisining and SLA credit questins. Custmers wh purchase a Standard level f service will get the Cre level services, plus the fllwing services: Initial assessment: A discvery assessment fr identifying service needs within yur IT peratins envirnment that helps build an actinable plan t reach the desired state f yur IT peratins. Fr custmers wh have nline services, yur SDM can arrange t analyze the n premises infrastructure required t cnnect users t the nline service. In additin, the SDM will wrk with yur staff t dcument risks, which may impact yur cnnectivity and suggest ptential mitigatins. Page 12

17 Descriptin f Services Supprt services Remediatin planning: A cnslidatin f actins fr imprvement prmpted by the findings f practive assessments. These findings will be dcumented as imprvement advice with assciated remediatin within yur SDP. Fllw-up takes place thrugh scheduled service reviews. Onsite Service Delivery Management: Onsite visits frm yur service delivery manager are available and may require an additinal charge per visit. This service is subject t Micrsft s resurce availability. Custmers wh purchase Extended level f service will get the services listed in the Cre and Standard levels, plus the fllwing services: Micrsft Prduct/Online Services lifecycle awareness: Regular reprts n develpments within the Micrsft rganizatin and advice n any updates t the Micrsft prduct lifecycle r radmap which may be applicable and beneficial t yur rganizatin. Fr custmers wh have nline services, Micrsft will prvide a mnthly (r as needed) cmmunicatin f service upgrades and planned utages fr yur subscribed nline services. Incident trend analysis and advice: One r mre reviews f yur incident histry with a fcus n peple, prcess, and technlgy aspects f high business impact incidents lgged with us invlving any supprted Micrsft technlgy. The review results in recmmendatins n peratins imprvement activities, in additin t peple readiness r technlgy changes, all fcused n helping yu lwer yur IT peratins csts. Prcess guidance: Basic infrmatin n recmmended prcesses will be prvided Reactive services Reactive services help reslve issues in yur Micrsft envirnment and are typically cnsumed n demand and can include any cmbinatin f the fllwing services: Prblem Reslutin Supprt (PRS): Assistance fr prblems with specific symptms encuntered while using Micrsft prducts including trubleshting a specific prblem, errr message r functinality that is nt wrking as intended fr Micrsft prducts. Incident severity definitins, the Micrsft estimated initial respnse times, and submissin requirements are detailed in Table: Incident respnse. PRS is charged n an hurly basis and hurs are deducted frm the pre-paid hurs established in yur Wrk Order unless we determine that the prblem resulted frm a bug in a prduct that is in mainstream supprt. If yu exhaust all pre-paid hurs while we are addressing a particular prblem, we will charge yu in arrears and yu must purchase additinal PRS hurs befre we respnd t additinal incidents. Upn yur request, we cllabrate with third-party technlgy suppliers t help reslve cmplex multivendr prduct interperability issues, hwever, it is the respnsibility f the third party t supprt its prduct. As needed PRS is prvided fr nline services. Purchased PRS hurs will nt be deducted fr incidents pened against these technlgies. Service Delivery Management will be utilized in the same manner fr all prblem reslutin requests The incident severity determines the respnse levels within Micrsft, initial estimated respnse times and yur respnsibilities. Yu are respnsible fr utlining the business impact t yur rganizatin and, in cnsultatin with us, Micrsft will assign the apprpriate severity level. Yu can request a change in severity level during the term f an incident shuld the business impact require a change. Page 13

18 Descriptin f Services Supprt services Table: Incident respnse Severity and situatin Our expected respnse Yur expected respnse Severity 1 Catastrphic business impact: Cmplete lss f a cre business prcess and wrk cannt reasnably cntinue Needs immediate attentin Severity A Critical business impact: Significant lss r degradatin f services Needs attentin within ne hur Severity B Mderate business impact: Mderate lss r degradatin f services, but wrk can reasnably cntinue in an impaired manner Needs attentin within tw business hurs 5 Severity C Minimum business impact: Substantially functining with minr r n impediments f services First call respnse in ne hur r less Our resurces at yur site as sn as pssible Critical Situatin Manager 1 assigned Cntinuus effrt n a 24/7 basis 2 Rapid escalatin within Micrsft t prduct teams Ntificatin f ur senir executives First call respnse in ne hur r less Our resurces at yur site, as required Critical Situatin Manager 1 assigned Cntinuus effrt n a 24/7 basis 2 Ntificatin f ur Senir Managers First call respnse in tw hurs r less Effrt during business hurs nly 4,5 First call respnse in fur hurs r less Effrt during business hurs nly 5 Ntificatin f yur senir executives Allcatin f apprpriate resurces t sustain cntinuus effrt n a 24/7 basis 2 Rapid access and respnse frm change cntrl authrity Submissin via phne nly 3 Allcatin f apprpriate resurces t sustain cntinuus effrt n a 24/7 basis 2 Rapid access and respnse frm change cntrl authrity Management ntificatin Submissin via phne nly 3 Allcatin f apprpriate resurces t align t Micrsft effrt Access and respnse frm change cntrl authrity within fur business hurs Submissin via phne r web Accurate cntact infrmatin n case wner Respnsive within 24 hurs Submissin via phne r web Page 14

19 Descriptin f Services Supprt services Severity and situatin Our expected respnse Yur expected respnse Needs attentin within fur business hurs 5 1 Critical Situatin Managers are individuals wh are assigned t help drive prmpt issue reslutin thrugh case engagement, escalatin, resurcing, and crdinatin. 2 We may need t dwngrade the severity level if yu are nt able t prvide adequate resurces r respnses t enable us t cntinue with prblem reslutin effrts. 3 Yu may submit nline services supprt requests thrugh the applicable nline services supprt prtals. 4 24/7 effrt n Severity B issues are nt available in all gegraphies. Cnsult yur SDM fr details. 5 Business hurs are generally defined as 09:00 t 17:30 Lcal Standard Time, excluding hlidays and weekends. Business hurs may differ slightly in yur cuntry. Onsite Supprt: Onsite reactive supprt prvides assistance at yur lcatin. This service is subject t Micrsft s resurce availability and may require an additinal charge per nsite visit. Develpment Supprt Assistance: Help creating and develping applicatins that integrate Micrsft technlgies n the Micrsft platfrm, specializing in Micrsft develpment tls and technlgies and is sld as a quantity f hurs listed n yur Wrk Order. Advisry Services: Phne-based supprt n shrt-term (typically six hurs r less) and unplanned issues fr IT Prfessinals and Develpers. Advisry Services may include advice, guidance, rt cause analysis, and knwledge transfer intended t help yu implement Micrsft technlgies in ways that avid cmmn supprt issues and that can decrease the likelihd f system utages. Advisry Services are sld as a quantity f hurs listed n yur Wrk Order. 4.4 Enhanced services The items which are described in this sectin are available as supplements, extensins, and mdificatins t yur Premier Supprt package fr an additinal fee. Additinal enhanced services may be available fr an additinal fee and defined in an Exhibit referenced in yur Wrk Order Designated Supprt Engineering Designated Supprt Engineering (DSE): DSE services may be purchased as pre-defined fferings r as a blck f custm hurs that can be used t deliver scped practive services. When purchased as hurs, DSE service hurs are deducted frm yur ttal purchased hurs as they are utilized and delivered. Pre-defined DSE fferings are tailred t yur Micrsft technlgy envirnment and help yu achieve a desired utcme. These fferings may have a fcus n areas such as Office 365, Azure IaaS, Cybersecurity and Dynamics 365, and include required pre-defined practive services built-in. The fcus areas fr DSE services are as fllws: Help maintain a deep knwledge f yur current and future business requirements and cnfiguratin f yur infrmatin technlgy envirnment t ptimize perfrmance Practively dcument recmmendatins fr the use f supprt services related deliverables (e.g. supprtability reviews, health checks, wrkshps, and risk-assessment prgrams) Help make yur deplyment and peratin activities cnsistent with yur planned and current implementatins f Micrsft technlgies. Enhance yur IT staff s technical and peratinal skills Page 15

20 Descriptin f Services Supprt services Develp and implement strategies t help prevent future incidents and increase system availability f yur cvered Micrsft technlgies Help determine the rt cause f recurring incidents and t prvide recmmendatins t prevent further disruptins in the designated Micrsft technlgies. Regardless f hw DSE is purchased, resurces are allcated, priritized and assigned based n the agreement f the parties during the initiatin meeting and dcumented as part f yur service delivery plan. Service-specific prerequisites and limitatins DSE services are available during nrmal business hurs (09:00 t 17:30) Lcal Standard Time, excluding hlidays and weekends. DSE services supprt the specific Micrsft prducts and technlgies selected by yu and listed in yur Wrk Order. DSE services are delivered fr a single supprt lcatin in the designated supprt lcatin identified in yur Wrk Order Custm Supprt Custm Supprt: Fr an additinal fee, Custm Supprt prvides limited, cntinued supprt fr a select number f prducts and service packs which have reached the end f their lifecycle as defined by the Micrsft enterprise supprt Plicy at The prducts, versins r service packs fr which yu have purchased Custm Supprt are defined n yur Wrk Order. Custm Supprt prgram fees are calculated as if yu enrlled n the first day Custm Supprt prgram was available fr that prduct. Fr example, if Custm Supprt fr SQL Server 2005 SP4 became available n April 13, 2016 but yu dn t enrll until Octber 13, 2016, yur prgram fee wuld be calculated retractive t the April 13, 2016 start date). Fees paid fr Custm Supprt are nnrefundable and cannt be transferred between Custm Supprt Standard and Custm Supprt Essentials. Service-specific prerequisites and limitatins: Yu must have a current Premier Supprt services agreement with sufficient Prblem Reslutin Supprt hurs t supprt a request fr Custm Supprt services r t request a htfix. If yur Premier Supprt agreement lapses r is terminated, the Custm Supprt service will be terminated n the same date. Yu must install and run the mst current service pack fr the enrlled prducts listed in yur Wrk Order befre receiving Custm Supprt. T participate in Custm Supprt fr the Enrlled Prduct(s) and access security bulletins and updates, yu must prvide a detailed migratin plan with device/instance cunt, quarterly deplyment milestnes and a migratin cmpletin date. Nt prviding this migratin plan may result in the inability t access Custm Supprt deliverables. Fr the purpses f Custm Supprt, a device is any instance, physical r virtual, t which the custmer wants t deply a security update fr a particular prduct. The device cunt shuld Page 16

21 Descriptin f Services Supprt services equal the number f times the security update will be deplyed rather than the physical device cunt. Custm Supprt is available t yu in the supprt lcatin(s) set frth in yur Wrk Order, if the supprt lcatin is included in yur ttal device/instance cunt. Custm Supprt nly cvers the English versin f the enrlled prducts, unless therwise agreed t in writing. If bth parties agree t nn-english language supprt, supprt times may be extended t enable translatin (fr which lcalizatin fees may apply). The security updates which are included in the prgram fee are determined by the type f Custm Supprt service purchased and the enrlled prduct, as described belw: Custm Supprt Standard: Prvides supprt fr prducts with supprt retirement dates after January 1, 2010, and includes updates fr security vulnerabilities defined by the MSRC as Critical. Fr an additinal fee, yu may be able t purchase security updates fr vulnerabilities rated by the MSRC as Imprtant. Custm Supprt Essentials: Prvides the ability t purchase security updates rated by the MSRC as Critical fr an additinal, per update, per device fee. Security updates rated Imprtant are nt available. Custm Supprt is available fr purchase n an annual basis, based n fixed prgram dates that align t the prduct supprt lifecycle. N matter when yu enrll, all custmers must pay retractive t the prgram start date, with retractive fees due in full upn executin f the Agreement. Unless therwise nted, ne quarter is the minimum term fr Custm Supprt. Custmers may pt ut f Custm Supprt n a quarterly basis with a minimum 14 days ntice prir t the next billing date. Nn-security htfixes (e.g. fr time zne r Daylight Savings Time issues) may als be available fr an additinal fee. Security updates and htfixes may nt be distributed t unaffiliated third parties withut ur written cnsent. Yu may request access t security updates and nn-security htfixes (where available) fr named cntacts designated by yu. Yu agree t ntify us f any changes t these designated cntact(s). Custm Supprt des nt include the ptin t request additinal features, functinality r design changes, r warranty supprt. Althugh we use cmmercially reasnable effrts t respnd t yur requests fr htfixes, yu acknwledge that there may be cases in which a security update r nn-security htfix, including Critical and Imprtant security updates, cannt be created r prvided. If yu are purchasing Custm Supprt directly frm Micrsft, yu may apply the nnsecurity htfixes and security updates t the applicable Enrlled Prduct(s) including Enrlled Prduct(s) acquired thrugh Micrsft Vlume Licensing r thrugh the Micrsft Service Prvider License Agreement. All requests fr Prblem Reslutin Supprt must be submitted via telephne by yur designated cntacts. Access t Micrsft resurces fr replacement f Security Updates r nn-security Htfixes is available nly during the term f the applicable Custm Supprt Agreement. Re-enrllment wuld be required t regain access t any Micrsft resurces, including replacement f Page 17

22 Descriptin f Services Supprt services Security Updates r nn-security Htfixes that may have been dwnladed while enrlled in Custm Supprt, but were subsequently lst, damaged r rendered unusable after the term f enrllment has expired. Partners wh are hsting Windws Server thrugh the Micrsft Service Prvider License Agreement Prgram (SPLA) are nt eligible t purchase Custm Supprt fr themselves r their custmers. Fr Partner fcused slutins, the fllwing applies: Htfixes and security updates issued by Micrsft t yu under Custm Supprt are fr yur internal use nly unless yu have the Micrsft Supprt Services Subcntracting Exhibit in place. The license rights granted fr Security Updates and htfixes are limited t the internal business peratins f the individual custmers identified n the Custm Supprt Htfix Redistributin Frm and are nt intended fr further redistributin. The custmer pricing applies t each f yur individual custmers identified in the Custm Htfix Redistributin frm attached t the Micrsft Supprt Services Subcntracting Exhibit. The amunt yu are respnsible t pay Micrsft equals the sum f all prices fr each individual custmer identified n the Custm Htfix Redistributin frm, it is nt determined by aggregating all f yur custmers. Partner s use f security update(s) and htfix(es) in their hsted envirnment is fr partner s direct benefit nly and may nt be further distributed t third-parties Extended Htfix Supprt Extended Htfix Supprt: Extended Htfix Supprt allws yu t request nn-security htfixes fr select Micrsft sftware that has entered the Extended Supprt Phase, as defined at Service-specific prerequisites and limitatins: Yu must have a current Premier agreement with sufficient Prblem Reslutin Supprt hurs t supprt a htfix request. If yur Premier supprt agreement lapses r is terminated, the Extended Htfix Supprt service will be terminated n the same date. Althugh we use cmmercially reasnable effrts t respnd t yur requests fr nnsecurity htfixes, yu acknwledge that there may be cases in which a htfix cannt be created r prvided. Htfixes are designed t address yur specific prblem and are nt regressin tested. Htfixes may nt be distributed t unaffiliated third parties withut ur written cnsent. Htfix delivery times fr nn-english versins may vary, and lcalizatin fees may apply. Prblem Reslutin Supprt hurs must be available under yur Wrk Order at the time a htfix is requested. We will nt prvide added features, functinality, updates, r design changes. We will nly address prblems in the enrlled prduct which cause it t crash, lse data, r therwise materially deviate frm the prduct s dcumented functinality. Page 18

23 Descriptin f Services Supprt services Premier Ultimate Premier Ultimate: Mdifies the services available under reactive services t prvide as needed Prblem Reslutin Supprt. Service-specific prerequisites and limitatins: Premier Ultimate is restricted t the number f cntacts specified in yur Wrk Order. T remain enrlled in Premier Ultimate, yu agree t use cmmercially reasnable effrts t remediate any issues identified frm yur r Micrsft s initiated assessments within 30 days f the creatin f an assessment summary. Either party may terminate a Premier Ultimate service agreement with 30 days f prir written ntice, shuld either fail t remediate issues, r within 60 days f prir written ntice. Premier Ultimate custmers wh terminate prir t the end f term receive a pr-rated refund fr unused services, unless the terminatin was due t a failure t remediate. Premier Ultimate may nt be available in all supprt lcatins Third Tier Supprt Third Tier Supprt: Direct access t Micrsft s mst experienced specialists, in a defined prduct area r areas, wh respnd t yur Prblem Reslutin requests fr the Micrsft technlgies specified in yur Wrk Order. Service-specific prerequisites and limitatins: Prblem Reslutin requests submitted t the Third Tier Supprt team may require resurces frm standard prduct supprt prfessinals fr reslutin, althugh the Third Tier Supprt team retains primary respnsibility fr the request. Yu may apply Third Tier Supprt hurs t standard Prblem Reslutin Supprt services, hwever, standard Prblem Reslutin Supprt hurs cannt be applied twards Third Tier Supprt requests. Third Tier Supprt team business hurs and market availability f the Third Tier service vary by cuntry. Cnsult yur SDM fr details. This service requires an enrllment fee, supplements yur Prblem Reslutin Supprt hurs and is nt available in all supprt lcatins. If using Third Tier supprt in cnjunctin with Pled PRS Hurs, yur Third Tier fees may be based n the full quantity Pled PRS Hurs. 4.5 Enhanced slutins Enhanced slutin packages prvide additinal supprt resurces fr a specific Micrsft prduct r custmer IT system. Enhanced slutins are available fr an additinal fee and defined in an Exhibit referenced in yur Wrk Order Supprt fr Missin Critical Supprt fr Missin Critical: Prvides a higher level f supprt fr a defined set f Micrsft prducts that make up a part f yur missin critical slutin, as specified n yur Wrk Order. Supprt fr Missin Page 19

24 Descriptin f Services Supprt services Critical prvides a custmized prgram f supprt services, is available fr an additinal fee and is defined in an Exhibit referenced in yur Wrk Order. 4.6 Partner supprt slutins Premier Supprt fr Partners slutins: Premier Supprt fr Partners delivers supprt services t partners fr their internal use r thrugh the partner t partner s end custmers. In additin t the Premier Services listed previusly, the fllwing Premier Supprt fr Partners services are available and custmized t each Partner s needs: Service delivery management: Practive cmmunicatins: Regularly curated cntent n clud technlgies service incidents, new clud technlgy feature releases, fcused training cntent recmmendatins, and Premier ptinal services recmmendatins. Clud ptimizatin reprts: Mnthly data-driven business and supprt ptimizatin planning reprts t track utilizatin f resurces and identify new business pprtunities fr yu. Supprt practice peratins recmmendatins: Custmized engagements with a speciallytrained expert t help build the partner s clud supprt practice. Advisry Services are 1:1 remte technical clud cnsults delivered by a technical expert that may result in a set f recmmendatins fr training and implementatin. Partners may select frm a catalg f clud-enabling tpics fr their clud cnsults, fr example Azure IaaS: Infrastructure Cnslidatin and Management. Supprt services can be delivered by Micrsft thrugh the partner t partner s end custmers. Delivering services thrugh t end custmers at partner s request is nly available t Micrsft partners wh have executed a Micrsft Premier Supprt Exhibit - Partner Subcntracting and requires the partner invlvement thrughut the engagement. 4.7 Glbal supprt slutins Glbal supprt slutins: With Premier Glbal, yu may receive Premier supprt in ne r mre Supprt Lcatin. Premier Glbal is available as part f a Cnfigurable package, as described belw. Hst: This is the supprt lcatin where yu have cntracted Micrsft fr Premier Glbal services. Unless therwise nted, this will be the supprt lcatin f yur Designated r Dedicated Supprt Delivery Manager. Dwnstream: This is a supprt lcatin designated in yur Enterprise Services Wrk Order t receive services, ther than the Hst supprt lcatin. Practive Services, Reactive Services, Service Delivery Management, and Enhanced Services are delivered as described in this descriptin f services, with the fllwing mdificatins. Practive Services: Yu may transfer Practive services frm ne designated supprt lcatin t anther designated supprt lcatin listed n yur Wrk Order(s). Reactive Services: Yu may chse t purchase all yur Prblem Reslutin Supprt (PRS) hurs at yur Hst supprt lcatin. This is referred t as Pled Prblem Reslutin Hurs. Yu may transfer PRS hurs frm ne designated supprt lcatin t anther designated supprt lcatin listed n yur Wrk Order(s). Page 20