experiencethe difference strategy ▪ consulting ▪ support experience strategy ▪ consulting ▪...

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


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


Customised Premier Support



Governance and Relationship Management

Risk Management

Requirements Management

Investment Planning



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


Premier Technical Account Manager

Incident Management

Technical / Operations

Management

Account Manager(Consumption

Driven)

Service Delivery Manager / Business

Relationship Manager

Strategic Support Consulting

Engagement Maturity


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


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.”



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


Third Tier 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


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

experiencethe difference strategy ▪ consulting ▪ support experience strategy ▪ consulting ▪...

Documents

businesspremier support

lyncpremier support

uk clients10 support

cloudvantage optimal

world class account

fixed benefits

linear view

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