jtc may 2013 microsoft alliance session
DESCRIPTION
Please note: The service offerings and pricing identified in this presentation are examples of what exists in other regions in Canada. They were provided as conversation starters to help us explore the types of services Alberta school authorities are most interested in pursuing as part of a possible Alberta Education/Microsoft Alliance.TRANSCRIPT
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