SAB - 24X7

Q: What is 24X7 Problem Resolution Support?

A: 24 X 7 Problem Resolution Support is one of the SAB that a customer who has a MS Server or a desktop product. 24x7 Problem Resolution Support provides phone support 24 hours a day, seven days a week. This direct connection to Microsoft anytime a support need arises—for almost any product—can help you maximize uptime, lower support costs and boost IT productivity by reducing time spent troubleshooting and resolving issues. With this a customer can make the IT department more productive & reduce downtime & support cost. It provides around-the-clock phone and web incident support for Microsoft server and desktop products. Except for Open License Program, when you have at least 1 server license covered with SA you get one complimentary phone support incident, plus unlimited web support for eligible server products covered with SA. Also eligible for an additional phone support incident for every US$200K spent on system & application SA, & for every US$20K spent on server and Client Access License SA.

http://www.microsoft.com/en-in/licensing/software-assurance/support.aspx

Q: What are the basic steps to start using the benefits?

A: Sign in through VLSC – Activate the benefit – Get access ID – Raise a ticket – Phone OR Web.

Q: How does one initiate a 24 x & phone incident through the phone?

To initiate a Problem Resolution Support Incident click on the below tab.

Microsoft Assisted Support

For these incidents you'll need to supply the following:

Your Software Assurance Access ID (SAID)

The Product edition and version that shows the issue

Contact information for the person who is authorized to use Software Assurance support benefits

Phone supports can be done from 9 am to 6 pm.

Q : What are the numbers where the customer can call & initiate a support call ?

Dial our Toll Free numbers: 1800-11-11-00 (BSNL Users), 1800-102-1100 (Airtel Users) or,

Dial Microsoft Technical Support on 91-80-40103000 (Toll Paid)

Q: How does one initiate a problem resolution request through the web?

To initiate a problem resolution request through the web click on Microsoft Support website. Although access to this electronic support site is available 24 hours a day, 7 days a week, electronic or web-based support responses will occur during business hours. As such, web-based support incidents should not be initiated for business-critical situations that require more immediate assistance. 24 hours any time.

For these instances you'll need to supply the following:

Your Software Assurance Access ID (SAID)

The Product edition and version that shows the issue

Contact information for the person who is authorized to use Software Assurance support benefits

Q: What is Premier Support?

A: This is a paid service agreement. Incidents can be converted to reactive hours in the Premier Support Agreement. 1 Incident = Ten Reactive Hours in the PSA.

Q: How do I transfer incidents to Premier Support?

You can convert Software Assurance 24x7 Problem Resolution Support incidents to Premier Problem Resolution Support by reserving the incidents for Premier through the VLSC and contacting your Technical Account Manager. The conversion ratio will depend on local Premier list prices and can vary by country/region.

For more information about transferring Software Assurance support incidents to Premier Support, contact your Microsoft Services representative or visit the http://support.microsoft.com/gp/softassurance website.

Q: What are the steps to convert 24x7 phone support incidents to Premier Support?

A:

1. Sign into VLSC2. Select Software Assurance from the top menu.3. Click 24x7 Problem Resolution Support. This will go to the Manage Software Assurance Benefits

Page4. Click the appropriate LicenseID. This will take you to the Benefit Summary page5. Click 24x7 Problem Resolution Support. This will take you to the Benefit Details page 6. Select Reserve SA Incidents for Premier

7. This will go to the Reserve SA Incidents To Be Transferred to Premier page. Depending on the customer’s conversion preference he/she will choose one of the following options:

a. Leave all SA Phone Support Incidents as “Available for SA”. Choose this default option if the user DO NOT WANT TO CONVERT (or reserve) the 24x7 Problem Resolution Support phone support incidents to the Premier Support Agreement.

b. Reserve all current and upcoming SA phone incidents to be transferred to any Premier contract. Choose this option to CONVERT ALL (or reserve all) 24x7 Problem Resolution Support phone support incidents to the Premier Support Agreement.

c. Reserve Incidents for specific Premier contracts. Choose this option if there are more than one Premier Support Agreement (assigned to different groups or company locations for example). This option allows the customer to assign (or reserve) 24x7 Problem Resolution Support phone support incidents to multiple Premier Support Agreement

8. Once this is complete, customer will need to contact (or ask the IT Department lead to contact) the company’s aligned Microsoft Technical Account Manager (TAM) so he/she can finalize the conversion process

Q: What all products are covered under both the supports?

A: Phone support – Products & with or without SA?

Web - Products & with or without SA ?

Important Note:

As a Software Assurance Manager, a user will need to use VLSC to set up a list of approved personnel who are authorized to initiate support requests and equip them with appropriate Software Assurance access IDs (SAIDs). Then should a need arise, the IT team can focus on resolving technical issues and deciding which level of customer support care is best, instead of spending time tracking down eligibility information.

Tip: If the customer has an active Microsoft Services Premier Agreement, they may convert their allotted Software Assurance phone support incidents into “Premier Problem Resolution Services”(reactive hours).

Conversion Ratio: 1 SA Incident =10 Premier Hours (reactive). This ratio is dependent on the Constant Dollar Rate and can undergo a change, at the beggning of a new Fiscal year.

For the converted hours, the customer has to purchase 30% of the total Premier Contract hours as SAM (Support Account Management or TAM) Hours. For e.g,

Premier Total Contract Hours = 100, hence by thumb rule SAM Hours = 30

1 Incident converted = 10 PRH Hours, hence total Premier Contract Hours = 110. Customer will have to purchase additional 3 SAM hours, by virtue of the base being increased and to maintain compliance.