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