Microsoft Premier Support Service Level Agreement: Everything You Need to Know
Microsoft Premier Support Service Level Agreement (SLA) is a contract between Microsoft and its clients that outlines the service level expectations for Microsoft`s technical support services. The SLA ensures that Microsoft provides its clients with world-class, timely and effective technical support and consulting services.
Microsoft Premier Support is a comprehensive support program that offers a range of support services to help organizations optimize their IT environments. The program offers customized support based on the client`s specific IT environment and business needs. Microsoft Premier Support is available in three levels: Premier, Premier Plus, and Premier Ultimate.
The Microsoft Premier Support Service Level Agreement outlines the services that Microsoft will provide, including response times, service availability, issue resolution, and other support-related activities. The agreement is designed to provide clients with predictable and reliable service levels that align with their business requirements.
Here are some of the key features of the Microsoft Premier Support Service Level Agreement:
1. Service Availability: Microsoft guarantees that support services will be available 24/7, 365 days a year, and will be staffed by qualified support engineers.
2. Response Time: Microsoft guarantees that it will respond to critical issues within one hour and non-critical issues within four hours.
3. Issue Resolution: Microsoft guarantees that it will work diligently to resolve all support issues and will provide regular updates on the status of the issue until it is resolved.
4. Escalation Procedures: Microsoft has well-defined escalation procedures for handling critical and complex support issues. These procedures ensure that appropriate resources are engaged to resolve the issue.
5. Customized Service Delivery: Microsoft provides customized service delivery based on the client`s specific IT environment and business needs. This ensures that clients receive the appropriate level of support for their unique requirements.
Microsoft Premier Support offers many other benefits beyond the SLA, including access to Microsoft`s extensive knowledge base, proactive account management, and ongoing technical training and certification for client staff.
In conclusion, the Microsoft Premier Support Service Level Agreement offers clients predictable and reliable support services that align with their business requirements. The SLA outlines the services that Microsoft will provide, including response times, issue resolution, and escalation procedures. The SLA is just one of the many benefits of the Microsoft Premier Support program, which offers a range of support services to help organizations optimize their IT environments.