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Fast-response problem resolution Support from Services Account Early access to insights and
support for Azure, Office 365, and Managers gives you peace of mind information helps you stay
Dynamics CRM Online lets you invest and an advocate for your business current with the latest innovations
more time in your business and within Microsoft. and prepares your business for
customers. 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.
1-hour response time & A one hour or less response time and a commitment to the As needed fast response
escalation management for issue until its resolved. Severity A issues can be escalated to time; Escalation management
Severity A issues the SAM team. limited to SAM hours
Additional optional support services are available as needed depending on your specialized situation or technologies.
Choose a flexible monthly subscription or save with our annual subscription when paid up-front
(local taxes apply).
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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 projects.1 The following table details the
services provided by your SAM team.
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
Service Delivery Plan (SDP)
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.
Microsoft Partner Network If you are participating in the MPN program, the SAM will work with you to help plan and
(MPN) technical services coordinate your MPN technical services benefits in conjunction with your Advanced Support for
benefits coordination Partners benefits.
A SAM prepares and conducts a monthly service review with you to summarize the services
Service reviews 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
Escalation management
managed by a SAM in partnership with you to expedite resolution.
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 less than 1 hour for Severity A
incidents. The following table details severity definitions and our estimated response times.
1
Services 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.
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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.