Microsoft Services Premier Support

Microsoft Services Premier SupportTaking IT Service and Support to the Next Level

Courtney WeaverPremier Services

Phone: 800-807-7898Email: v-

[email protected]

Agenda

Introduction

Support from Microsoft

Premier Services Overview

Proactive Services

Business Value

Additional Q&A

Premier Services Business Value

Focus on projects

Improve uptime & performance

Deploy more efficiently

Reduce total support costs

Establish business credibility

Improve Client Satisfaction

Support from MicrosoftPremier StandardPremier StandardPremier StandardPremier Standard

Professional Professional SupportSupport

•Break-Fix Only

•Credit Card - pay per incident

•5 or 10 Packs

•Customizable Offering

•Critical Situation Management/ROSS

•Key Proactive and Preventative Services (ie: ExRap)

•Reactive Services with Escalation Management from Tier I to Tiers II, III, IV monitored via TAM

•Technical Account Manager

•Service Delivery Planning

•Shared Goals

•Operational Guidance

•Accelerated Deployment

•Maximizes Software Assurance

Transactional Relationship

Premier Support Overview

A Customizable Support Offering Designed to Help Businesses Optimize Operational Efficiency and Productivity Through:

Direct Support Relationship

Reactive Problem Resolution

Knowledge Transfer

Premier Support: Proactive Services

Prescriptive advice and recommendations

Microsoft Best-Practices

Health checks and support reviews

Guidance on design, development and deployment of Microsoft solutions

Local workshops

Lab Services

Ala-Carte access to expertise

Proactive Services

Proactive Services

Reactive Problem Resolution

Knowledge Transfer

Premier Support: Direct Support Relationship

Designated Technical Account Manager

On-site and phone-based support

Service planning and reporting

Problem escalation management

Resource facilitation

Direct Support Relationship

Proactive Services

Direct Support Relationship

Knowledge Transfer

Reactive Problem Resolution

Premier Support: Reactive Problem Resolution

24x7 resolution support for critical issues

Response times based on issue severity and impact to business

Rapid escalation of support for severe problems

Customers define severity and how quickly Microsoft responds

Rapid On-site Support services available

Proactive Services

Direct Support Relationship

Reactive Problem Resolution

Knowledge TransferKnowledge Transfer

Premier Support: Knowledge Transfer

Hands-on training and best practices

Local workshops to address regional needs

Microsoft Premier Online & Technet

Microsoft Health Checks

How do you realize value? Faster deploymentsIncreased availability, efficiency, and reliability of mission critical applications resulting in increased company-wide productivityShorter resolution time for critical issuesIncreased IT staff asset utilization to deploy new capabilities, tools, and efficiencies that directly impact the bottom line.

Premier Services Value & ROI

Impact of Premier Services

100% of Premier customers who followed assessment recommendations experienced a reduction in critical situations and were able to move on to new initiatives (sample size 169 -- 116 followed recommendations).

Active Directory RAP/HC impact 66% reduction in critical situations (sample size 550) 64% reduction in time to resolve issues (sample size 1,652)

Microsoft Exchange Server RAP/HC impact 35% reduction in critical situations (sample size 1,371) 35% reduction in time to resolve issues (sample size 2,370)

Microsoft SQL Server RAP/HC impact 27% reduction in critical situations (sample size 489) 33% reduction in time to resolve issues (sample size 1,068)

***Individual results may vary. These statistics do not represent a guarantee.

Premier Services : Overview

Reduced Costs

Premier helps deliver cost savings and lowers TCO by reducing downtime , critical incidents , risks and by increasing productivity .

Greater System Reliability

With access to 24x7 prioritized resolution support, critical situation escalation management, and rapid on-site support to minimize downtime – help reduce business downtime .

Increased Productivity

Increase productivity of your internal IT staff with trainings, workshops and access to knowledge base – enabling you to do more with less.

Featured Customers

“With Microsoft Services Premier Support, we have a guaranteed response time, and we feel secure knowing that the depth of knowledge of Microsoft is always available to any of our users.”  - John Edwards, IT Director for North America, Millennium Hotels and Resorts

“Basically, Microsoft Services Premier Support pushed us forward by six months to a year in this deployment…We totally recommend using Microsoft Services Premier Support to anyone who does this.” - Tammy Lindsey, Project Manager for USAFE

View all case studies: http://www.microsoft.com/casestudies

Premier Delivers Business Value Everyday

Premier pays for itself in most typical companies in less than 6 months through increased uptime, reduced critical situations and reduced minutes per incident.

334% ROI on Premier with payback in 6 months28% fewer incidents Guaranteed response time

Premier pays for itself in most typical companies in less than 6 months through increased uptime, reduced critical situations and reduced minutes per incident.

334% ROI on Premier with payback in 6 months28% fewer incidents Guaranteed response time

Increased Value of your Software Investments

Get access to IT best practices, recommendations on operations, configuration, and architecture aimed at improving the operational efficiency, availability, and security of the servers.