Experience the differenceSTRATEGY ▪ CONSULTING ▪ SUPPORT ExperienceSTRATEGY ▪ CONSULTING ▪ SUPPORT the differenceSTRATEGY ▪ CONSULTING ▪ SUPPORT Experience
Nicholas CorriganUK Premier Director
STRATEGY ▪ CONSULTING ▪ SUPPORTSTRATEGY ▪ CONSULTING ▪ SUPPORT
The Evolution of Premier
Incidents Management
“Premier Support”Brand Launched
Break-fixBusiness
Value Outcomes
Service Delivery Management
Operations Consulting
Premier Mission Critical
Developer Support
Remediation
Field Engineering
Proactive
1990 2000 TODAY
INCIDENTSFIXED PRICE / SLA /
HOURSHOURS
$100M $2B
STRATEGY ▪ CONSULTING ▪ SUPPORTSTRATEGY ▪ CONSULTING ▪ SUPPORT
FixedS
tan
dard
Ult
imate
Custom
CustomizedFixed
Enhancements
Options
Enhancements Options
Dedicated Support Engineer
Partner
PartnerSpecial programs help partners build business
Third-tier Support
Developer Support
Solution Support
Monthly Hotfix Report
Custom Support
Operations Consulting
The Configuration of the Premier Service
STRATEGY ▪ CONSULTING ▪ SUPPORTSTRATEGY ▪ CONSULTING ▪ SUPPORT
FixedS
tan
dard
Ult
imate
Custom
CustomizedFixed
Enhancements
Options
Enhancements Options
Dedicated Support Engineer
Partner
PartnerSpecial programs help partners build business
Third-tier Support
Developer Support
Solution Support
Monthly Hotfix Report
Custom Support
Operations Consulting
The Configuration of the Premier Service
STRATEGY ▪ CONSULTING ▪ SUPPORT
Customised Premier
STRATEGY ▪ CONSULTING ▪ SUPPORT
Customised Premier Support
STRATEGY ▪ CONSULTING ▪ SUPPORTSTRATEGY ▪ CONSULTING ▪ SUPPORT
Customised Premier Support
Governance and Relationship Management
Risk Management
Requirements Management
Investment Planning
STRATEGY ▪ CONSULTING ▪ SUPPORTSTRATEGY ▪ CONSULTING ▪ SUPPORT
Customised Premier Support
Technical Account Manager
Break/Fix Engineering
Operations Consulting Operations Consulting
Dedicated Engineering
Developer Support
Proactive OfferingsProactive Offerings
Enterprise Architecture
Microsoft Consulting Services
Solution Support and Mission Critical
STRATEGY ▪ CONSULTING ▪ SUPPORT
Premier Technical Account Manager
Incident Management
Technical / Operations
Management
Account Manager(Consumption
Driven)
Service Delivery Manager / Business
Relationship Manager
Strategic Support Consulting
Engagement Maturity
STRATEGY ▪ CONSULTING ▪ SUPPORTSTRATEGY ▪ CONSULTING ▪ SUPPORT
Azure Hosted Workshops
PowerShell 2.0 Scripting For The IT Administrator
Windows Administration And Automation Using PowerShell
Performance Monitor Monitoring Vital Signs IIS 7.5 Administration And Troubleshooting SQL Server 2005 2008 Performance Tuning
and Optimization SQL Server 2005 for Administrators SQL Server 2005 Performance Tuning and
Optimization SQL Server 2008 for Administrators Advanced .NET Debugging Advanced Win32 User Mode
Access to Workshop content and virtual machines whenever, wherever
Ability to access workshop content and VM before and after delivery
Integrated platform for live and video-on-demand for technical content from any platform (Mobile, Laptop, Desktop)
Real time collaboration and hands on engineering assistance during labs
STRATEGY ▪ CONSULTING ▪ SUPPORTSTRATEGY ▪ CONSULTING ▪ SUPPORT
Premier Mission Critical
STRATEGY ▪ CONSULTING ▪ SUPPORTSTRATEGY ▪ CONSULTING ▪ SUPPORT
Premier Mission Critical: Solution Based Support
“The combination of a Solution Engineer who knows the environment, a hotfix list, and architectural reviews helps protect us from critical situations like those that we have previously experienced.”
“We love that the Solution Engineer knows the environment and gets in contact with the escalation engineers and product teams during the escalation
process.”
STRATEGY ▪ CONSULTING ▪ SUPPORTSTRATEGY ▪ CONSULTING ▪ SUPPORT
Premier Mission Critical
Contract Review
% SLA met Financial credit
90% or more No credit
80–89% 5% of service description amount
65–79% 10% of services description amount
Less than 65% 15% of service description amount
STRATEGY ▪ CONSULTING ▪ SUPPORTSTRATEGY ▪ CONSULTING ▪ SUPPORT
Third Tier Support
STRATEGY ▪ CONSULTING ▪ SUPPORTSTRATEGY ▪ CONSULTING ▪ SUPPORT
Comparison
Premier Support Add-OnsPremier Third Tier
SupportDedicated
Support EngineerPremier Mission Critical Support
Focus Operational healthRemote product
proficiencyOn-site product
expertiseBusiness continuity
Pricing Hours based Hours based Hours based Solution basedService availability 24 x 7 Business hours Business hours 24 x 7Response time 1 hour 1 hour Not applicable 30 minutesResponse time guarantees backed by financial creditsEngineers know customers' environmentPriority access to product groups High Not applicable Not applicable HighestImmediate access to deep product expertise
On escalationRemote during business hours
On-site during business hours
Remote 24x7
Premier Support
STRATEGY ▪ CONSULTING ▪ SUPPORTSTRATEGY ▪ CONSULTING ▪ SUPPORT
Third Tier Support
Expedite problem resolution for complex issues by giving access to a Microsoft third-tier Support Engineer.
Direct access via call routing to a Microsoft third-tier Support Engineer who has in-depth expertise in the specific Microsoft technology that you are having issues with.
Receive the deepest insight available into the Microsoft products and technologies.
STRATEGY ▪ CONSULTING ▪ SUPPORT Experience the differenceSTRATEGY ▪ CONSULTING ▪ SUPPORT Experience the difference
Nicholas CorriganUK Premier Director