jtc may 2013 microsoft alliance session
Post on 24-May-2015
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Program Features Premium Plus Premium
Organizational Profile Large to Mid-size School
Boards (>5000 PCs)
Mid-size to Small School
Boards (<5000 PCs)
Term 1 year
Telephone/Email Incidents 24 12
Initial Response 2 hour response time/1 hour critical response
Service Level 5 days x 10 yours (8am – 6pm EST)
Authorized Contacts 2 1
Direct Escalation Path to Microsoft Yes
Critical Problem escalation within 4
hoursYes
Technical Account Manager (TAM) 1 hour/month 1 hour/month
Incident Summary Report & Reviews Yes
Remote Connection for
TroubleshootingYes
Retired Product Support Best Efforts
Approximate Price $10K $6K
Services Account
Management
(Relationship)
Service Delivery Plan
Remediation Planning
Operational Guidance
Monthly Reporting and Trending Advice
Escalation Management
Account Representative
Connected Experience - MPN
On-Site Resource Available
Health Checks, RAPs and Reviews
Remediation Services
Proactive Information Distribution
Microsoft Premier Online
Product Support Workshops
Workshops and WorkshopPLUS
Problem-Resolution Services
24/7 Critical Situation Escalation Management
Rapid On-Site Support
Support
Assistance
(Prevent)
Problem
Resolution
Support (Fix)
Assume 20 school divisions enroll in the program:
• $10,000 per division to enroll in the program
• Microsoft TAM meets with members regularly to plan out workshops,
Chalk Talk sessions, and webcasts
• Funding will cover one 3-day hands-on workshop approximately every
two months (5 per year)
• Funding will also cover 6 Chalk Talk sessions and 5 Premier Online
Webcasts
• Workshops have a capacity of 16 attendees based on hands-on nature of
the delivery
• Chalk Talks and webcasts aren’t limited in the same way
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