Grow your cloud business with Microsoft Advanced Support for Partners At Microsoft, we know that our success depends on yours. That s why we strive to align our products and services with your experiences and needs. We recently reached out to more than 1,000 born-in-the-cloud partners and partners selling Microsoft Cloud Services for feedback about how we could help them build their cloud practices. We discovered a demand for a specific niche of advanced support cost-effective and cloud-focused that could help them deliver superior customer experiences and increase consumption of Microsoft Cloud Services. When I make a business decision, I need to analyze whether it saves me money or makes me money. Advanced Support for Partners has the potential to do both. Jamie McHahon Director Business Development ProserveIT (Canada) Advanced Support for Microsoft cloud partners Microsoft Advanced Support for Partners offers cloud support at an accessible price point to help you be a great ally to your customers and grow your business faster. With Advanced Support for Partners, you gain access to a variety of cloud-focused services for Microsoft Azure, Office 365, Microsoft Dynamics CRM Online and Microsoft Dynamics AX delivered by Services Account Managers (SAMs) and Partner Technical Consultants (PTCs) that help ensure your needs are met. Valuable proactive guidance and fast-response support helps you resolve your most critical cases. We ll also help you create a targeted Service Delivery Plan to optimize your cloud business and accelerate customer sales. And with easy access to experts, best practices, and early product information, we ll keep you up-to-date with the latest innovations, enhance your solutions, and prepare you for what s next. The value you receive with Advanced Support for Partners Keep your customers and your business moving Fast-response problem resolution support for Azure, Office 365, Dynamics CRM Online and Dynamics AX lets you invest more time in your business and customers. Get more out of your relationship with Microsoft Support from Services Account Managers gives you peace of mind and an advocate for your business within Microsoft. Stay in-the-know and be ready for what s next Early access to insights and information helps you stay current with the latest innovations and prepares your business for the future. 1
Overview of all Advanced Support for Partners features Advanced Support for Partners addresses key support requirements for partners building practices on Microsoft Cloud Services by delivering monthly support services in a remote, one-to-many, cost-effective way. Feature Description of services Frequency Access to Services Account Management team Cloud incidents 1-hour response time & escalation management for Severity A issues Ability to open tickets on behalf of end-customer Proactive communications about outages, releases, and programs Top-rated technical content and training Cloud Consults Roadmap webinars Cloud optimization analysis Support Practice Accelerator Direct access to a team of SAMs who act as your service and support advisors at Microsoft. SAMs deliver proactive guidance regarding potential deployment blockers and offer support assistance on your most critical cases with the goal of resolving issues more quickly. The ability to open break-fix support incidents for Microsoft Cloud Services. A one hour or less response time and a commitment to the issue until it s resolved. Severity A issues can be escalated to the SAM team. Ability to open break-fix support tickets on behalf of your customers at no additional cost. A case owner, allocated by you, interfaces with your customer and our support team. Requests for support may be submitted electronically through the Online Services portals. A monthly summary of new releases and planned updates for online services and programs. We will help you set up alerts that notify you of an online service outage and keep you informed until the service operation is back to normal. We make customized recommendations of top-rated technical content and online training published by Microsoft to help answer your how to questions on common online services and features. We connect you to a Microsoft technical resource who provides you with best practice and architectural guidance of your deployment, migration, and Cloud API implementations. Online events led by a Microsoft Technical Consultant who presents the latest roadmap for Microsoft Cloud Services. Regular reporting on your use of online services designed to help you use best practices to accelerate cloud adoption and identify growth opportunities within your customer base. SAM managed engagement designed to optimize your support capabilities, enable your business plan, and empower your team to better support your customers 5 SAM hours per month fast response time; Escalation management limited to SAM hours Varies 1 session per month Varies Monthly Additional support services are available as needed depending on your specialized situation or technologies. The Cloud Solution Provider program and Advanced Support for Partners go hand in hand. They are two sides of the same coin. If you are a Cloud Solution Provider, you really need Advanced Support for Partners. Rik Dubbink Partner CRM Partners (Netherlands) 2
Details about the personalized assistance your SAM team provides Gain direct access to a team of SAMs who provide proactive guidance and support assistance for your most critical cases as well as help identify and execute your top cloud priorities and projects1. The following table details the services provided by your SAM team. Feature Service introduction Service Delivery Plan (SDP) Microsoft Partner Network (MPN) technical services benefits coordination Service reviews Escalation management Description of services A one-time service introduction at the commencement of the agreement, including an overview of services and an explanation of how to select and plan the services available to you. At the beginning of your subscription and every 12 months thereafter that the subscription is in place, a SAM will collaborate with you to develop a customized service plan to help you execute on your top priorities, optimize your cloud business, and accelerate you customers adoption of online services. The SAM monitors and adjusts your SDP based on your need. If you are participating in the MPN program, the SAM will work with you to help plan and coordinate your MPN technical services benefits in conjunction with your Advanced Support for Partners benefits. A SAM prepares and conducts a monthly service review with you to summarize the services delivered during the previous reporting period. Service reviews discuss service activities, monitor your satisfaction levels, and discuss actions or adjustments that may be required. Support issues that require escalation to other resources within Microsoft will be closely managed by a SAM in partnership with you to expedite resolution. Take the next step Choose a flexible monthly subscription or save with our annual subscription when paid up-front (local taxes apply). $1,250 USD Monthly (6 month minimum) $14,550 USD Annual (3% discount) $10,000 USD Annual Emerging Market (see details below) Visit http://aka.ms/buyasfpnow to purchase Advanced Support for Partners today! Questions? Contact us at ASfPinquiries@microsoft.com! ASfP has had a dramatic impact on our business. ASfP provides us with relevant information we can use to make changes in our various business models. The information is streamlined and instead of having to look everywhere to find information, it is provided to us. Pierre Manaigre Information Systems Manager Encore (Canada) 1Services Account Management services are provided in English only during 9.00 am and 5.00 pm local time, Monday to Friday, excluding weekends and holidays. Services Account Management services are provided for Online Services; reasonable efforts will be made to provide such services for other Microsoft products. 3
More about the offered response times for your cloud incidents Microsoft Advanced Support for Partners helps you resolve your critical cloud incidents, provides you with the ability to open tickets on behalf of your customer and offers faster response times, including under 1 hour for Severity A incidents. The following table details severity definitions and our estimated response times2. Severity Situation Expected Microsoft Response A B C Critical business impact: Significant loss or degradation of services (application down) Needs attention with 1 hour Moderate business impact: Moderate loss or degradation of services but work can reasonably continue in an impaired manner Needs attention within 2 hours Minimum business impact: Substantially functioning with minor or no impediments of services Needs attention within 4 hours 1 hour or less 2 hours or less 4 hours or less Optional add-ons to your subscription Take advantage of additional support services as needed depending on your specialized situation or technologies. These services do not expire with your active Advanced Support for Partners subscription. Add-on package 20 additional hours of Services Account Management Additional support hours provided by your team of SAMs for problem resolution and proactive services. 1 additional Cloud Consult Engagement A Microsoft technical resource provides you with best practice and architectural guidance of your deployment, migration, and Cloud API implementations. On-Premises Support Incidents Support available for a single or five pack of incidents. Focus on troubleshooting a specific problem, error message, or functionality for Microsoft products. Price (local taxes apply) $4,000 USD $2,000 USD $499 USD/1 Pack $1,999 USD/5 Pack Get started today! Visit http://aka.ms/buyasfpnow to purchase Advanced Support for Partners today. Questions? Contact us at ASfPinquiries@microsoft.com. We are happy to help! 2Severity A support is available in English 24/7. Support for other languages and Severity B and C incidents is provided during local business hours. 4
Emerging Market Subscription Requirements Advanced Support for Partners offers an annual emerging market subscription valid in the qualifying markets listed below. When purchasing the Emerging Market subscription, please ensure that your selected Services Account Manager location matches your company s billing address. Eg: If your billing address is in Argentina, you must select your preferred Services Account Manager in Latin America. No other discounts apply. All subscription orders will be reviewed and validated by a Microsoft representative. Countries eligible for Emerging Market Pricing (subject to change): Asia Pacific Europe Middle East and Africa Latin America Bangladesh, Bhutan, British Indian Ocean Territory, Cambodia, China, India, Indonesia, Laos Malaysia, Maldives, Myanmar, Nepal, Philippines, Sri Lanka, Thailand, Timor-Leste, Vietnam Albania, Armenia, Azerbaijan, Belarus, Bosnia and Herzegovina, Bulgaria, Georgia, Kazakhstan, Kosovo, Kyrgyzstan, Latvia, Lithuania, Macedonia, FYRO, Moldova, Mongolia, Montenegro, Romania, Russia, Serbia, Tajikistan, Turkmenistan, Ukraine, Uzbekistan Afghanistan, Algeria, Angola, Benin, Botswana, Burkina Faso, Burundi, Cabo Verde, Cameroon, Central, African Republic, Chad, Comoros, Congo, Côte d'ivoire, Djibouti, Egypt, Equatorial Guinea, Eritrea, Ethiopia, French Polynesia, Gabor, Gambia, Gaza Strip, Ghana, Guinea, Guinea-Bissau, Iran, Iraq, Jordan, Kenya, Lebanon, Lesotho, Liberia, Libya, Madagascar, Malawi, Mali, Mauritania, Mauritius, Mayotte, Morocco, Mozambique, Namibia, New Caledonia, Niger, Nigeria, Pakistan, Palestinian Authority, Réunion, Rwanda, São Tomé and Príncipe, Senegal, Seychelles, Sierra Leone, Somalia, South Africa, South Sudan, St Helena, Ascension, Tristan da Cunha, Sudan, Swaziland, Syria, Tanzania, Togo, Tunisia, Turkey, Uganda, West Bank, Western Sahara, Zambia, Zimbabwe Antarctica, Argentina, Bahamas, Belize, Bermuda, Bolivia, Brazil, Cayman Islands, Chile, Colombia, Costa Rica, Cuba, Dominican Republic, Ecuador, El Salvador, Falkland Islands, Guatemala, Honduras, Jamaica, Mexico, Nicaragua, Panama, Paraguay, Peru, South Georgia and South Sandwich Islands, Turks and Caicos Islands, Uruguay, Venezuela 5