Premier Support

Services Catalog
 Share | the experience
Our approach to support is proactive. We would rather assist you and your
organization optimizes the availability and efficiency of your IT infrastructure, by
identifying and addressing potential risks before they lead to costly downtime. We help
organizations maintain a healthy state of IT operations by providing guidance based on
years of experience. Why waste time, effort and resources getting back to where you
were yesterday, when you could be using them to get ahead? Naturally we will always
be there for you should a problem arise, however our aim is to reduce the problems by
being proactive in the first instance.

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About this Premier Services Catalog
This Catalog represents a select range of Premier Services available to help customers and partners build competencies
and knowledge to support and operate Microsoft products and technologies within their environments. They have been selected
based on demand and assessment of the types of services that deliver immediate benefits and long term value to customers and
partners.

Please note that while this Catalog lists the full packaged offerings, custom or bespoke deliveries are available on request.

Please contact your Technical Account Manager (TAM) for up-to-date scheduling and delivery information.

How to Use This Catalog

Each Premier Service is described to help you understand its purpose, structure/agenda, and benefits; allowing you to
assess and decide the right one for your business needs. If you require further information, please work with your Technical Account
Manager (TAM) as they can provide you with more detail about the Services listed, and they are the most effective and accountable
resource to help you obtain the right services for your company. Please note, many of these services will form part of an ongoing
improvement process, managed by your Technical Account Manager, and will often rely on information such as support calls and
environmental data.

At the top of each agenda there is a Quick Reference Bar to help you access basic information on each service quickly and easily. The
reference bar details the below information for each service and can be used to ensure that you select the right one to fit your
companys requirements. For Workshops particular attention should be made to the level of the workshop to ensure the depth of
the materials covered is right for the attendees knowledge and skill.

This Premier Services Catalog has two parts, the first covers Proactive Engagements offered, and the second covers other the
Proactive Workshops. In both cases the services have been organised by IT Capability area, and are colour coded for quick reference.

IT Capability Product Duration Level Fee

IT Capability Product Duration Level

For Fee for the

Time Workshops
duration for service shown
IT capability Level of Skills as number of
Product or delivery of and depth
area that Premier
Technology service. covered in
the service Support
Category Shown in the
belongs to Assistance
hours or workshop
days hours. In
(100 - 400) some cases a
price will be
provided

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Requesting a Service

Customers and Partners that wish to subscribe to a Workshop, or book a particular Service, should contact their Technical Account
Manager (TAM) to discuss scheduling and attendance.

Costs (Support Assistance Hours)

The indicated costs of the Services and Workshops in this Catalog are represented to serve as a guide at time of printing.
In some cases, fees have been calculated on expected effort, and may vary dependant on various factors. Please ensure that the cost
is confirmed with your TAM for your specific requirements.

Unless specifically mentioned, all fees are measured in Support Assistance (SA) hours. In the event that your company
does not have sufficient hours remaining for the chosen service, these can be purchased and added to your existing Premier Support
contract. Please discuss the costs and details of how this works with your TAM. The allocated hours for the delivery will be deducted
from your Premier Support agreement.

Note
This Catalog is not an exhaustive list of services available from Premier Support, but serves to capture the most common services.
Please discuss your specific requirements with your Technical Account Manager (TAM) or Services Executive (SE).

For further information on Microsoft Premier Support, visit our website at www.microsoft.com/services

Microsoft reserves the right to amend in part any information provided in this Catalog without prior written consent. This includes
and is not limited to discontinuing, or adding services to the Catalog prior, during and after publication.

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Microsoft Services Premier Support
Microsoft Services Premier Support helps you maximize the availability and efficiency of your IT infrastructure, reduce
your risks and improve your IT staffs productivity while also receiving 24x7 support coverage for your systems.

Service Management, facilitated by your Technical Account Manager, will help you to prioritize support requirements and
develop improvement plans for your IT organization with proactive services, insightful workshops and customized information
covering the latest technologies.

Service Delivery Planning and Execution

Premier can help to optimise and improve your IT operations and maturity through a continuous cycle of service
delivery planning and execution. Your Technical Account Manager is responsible for facilitating each of these phases and will
work with you as follows:

Service Delivery Planning

Your TAM will assess, analyze and document the current state of your IT environment and will work with you to
understand priorities based on identified pain points and business requirements. The output of the Service Delivery Planning process
is the Service Delivery Plan which will document the agreed focus areas for improvement, recommended service improvement
activities, and targets for the coming year including Conditions of Satisfaction.

Service Delivery Execution

As well as executing the Service Delivery Plan, your TAM will continue to gather and analyze information about your IT
environment. He or She will maintain the Service Delivery Plan as the reference point for delivering on the agreed focus areas and
activities, whilst making sure that priorities and improvement plans are updated as necessary.

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Overview of Proactive Services Available from Premier
As part of the Service Delivery Planning process your TAM will recommend services to address your specific requirements.
Premier Support has a large variety of services available to connect you to Microsoft subject matter experts who can help you
proactively manage the Microsoft technologies in your environment according to Microsoft best practices. The services include
informal guidance and deep technical expertise, custom to your requirements, as well as a range of predefined service offerings.

Proactive Services are available in the following categories:

Operations Consulting
Our specialized Consultants can provide you with high-end operational consulting services to help reduce operational risks
with your use of Microsoft technology and to keep your existing IT environments operating effectively. We support best practices for
IT operations such as customized service-level agreements, configuration of production systems, and more effective and efficient
change controls. Our Consultants are ITIL/MOF Certified and will team with your IT organization to deliver both custom and pre-
defined engagements.

We strongly recommend the Operations Strategic Review as an excellent starting point to assess Current State and
deliver a prioritized list of improvement plans and recommendations in line with your business requirements. This is the best
possible way to kick off your Premier engagement and will help ensure that you obtain maximum benefit from your
investment. Please refer to the IT Security & Process related services described in this Catalog for more information.

Dedicated Supportability Engineering

Dedicated Supportability Engineers (DSEs) are engaged as subject matter experts on a particular Microsoft technology,
giving you the highest level of preventive maintenance and enhanced operations for your key technologies. They are focused on
Customer Health, providing supportability consulting and engineering expertise and will complement, not replace other Microsoft
Service offerings.

DSEs can also be engaged on a short term project basis, as subject matter experts in a range of technologies. Their role is
to proactively target the sustainability and maintainability of a solution and will add value by accelerating project deployment and
minimizing going live pain. They are often aligned to customer, partner or Microsoft Consulting Services led projects.

Risk Assessments & Health Checks

These services offer a deep analysis of specific components or areas of Microsoft technology within a deployed design inclusive of
people, process and technology issues. These engagements are designed not only to provide you with Microsoft technical and
operational best practices, but also custom consultation for implementing specific technologies in your environment. A summary of
information gathered, recommendations made, suggested implementation plan and additional best practices to help prove the
identified areas of concern will be provided in a formal report at the end of the engagement. For more information please refer to
the data sheets included in this Catalog.

Remediation
Premier Support provides various technology assessment services including Risk Assessment Programs (RAP) and Health
Checks, as described above. These services are crucial to understand the current state of your infrastructure, but unless the
problems identified are resolved and recommendations implemented, these services are of limited value and can leave your critical
systems at risk.

A range of services that can help you remediate the output of these technology assessments are available through the Premier
contract. These range from short term remediation planning engagements and chalk and talk sessions, through to long term
engagements where Dedicated Supportability Engineers (DSEs) can provide guided remediation and large project technical
assistance.

Please speak to your TAM for further details and look at the agenda for Remediation Planning that is available with RAPs.

Supportability Reviews
A Supportability Review gives you the opportunity to engage Microsoft to review your design and/or solution for
compliance with current Microsoft supportability best practice. By conducting such a review, you can be assured that your design,
whether created in-house or by a partner, is based on a sound technical foundation and is supportable in principle - thus avoiding the
costly rectification of design oversights later on in the project lifecycle.

Important: Although this service offering reviews designs for supportability, it does not provide any formal underwriting, sign off
or guarantee against future failure. In addition to this, only technical components of a design are reviewed. No guarantees are made
that the design is fit for purpose, meeting any or all of a customers business requirements. We would recommend that Microsoft
Consulting Services should be engaged to conduct a design review for the latter point. For more information please refer to the data
sheet included in this Catalog

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Chalk and Talk
Chalk and Talks are informal sessions delivered by a Premier Field Engineer. They typically last a full day, with the agenda
being owned and driven by you. These sessions provide an excellent opportunity for our customers to increase their knowledge
around a specific product or technology component. For further information please contact your Technical Account Manager.

Workshops and Soundbytes

Our Workshops and Soundbytes are delivered by expert Premier Field Engineers who have real-world experience of
troubleshooting, supporting and advising on Microsoft technologies for a wide range of customers. They continue to work on-site
with customers and understand the operational and project constraints that you face.

Workshops provide customers with Microsoft best practices to help them utilise Microsoft technologies and receive
knowledge transfer directly from Microsoft subject matter experts. These best practices focus on administration;
operation and helping customer make their Microsoft enterprise environment more supportable. Each includes
interactive hands on laboratory time.

WorkshopPLUS courses provide Premier Support customers with advanced technical training that can
significantly improve their IT staffs ability to act proactively and to develop crisis management skills, thereby helping
to increase uptime and overall infrastructure performance. These training programmes are delivered by accredited
Premier Field Engineers, with deep technical expertise and extensive experience. They include Pre- and Post-
Assessments to measure knowledge gained from the course, as well as an Action Planning session to help
participants take what theyve learned and apply it to real-world scenarios. Each includes interactive hands on
laboratory time.

Soundbyte sessions are delivered via Live Meeting technology to allow for interactive sessions without the need
for attendees to travel to a Microsoft location. The sessions are generally a one hour long technical overview,
introduction or deep look at a specific aspect of a product or technology.

Workshop & SoundByte Levels: To ensure that participants get the most out of each Premier Workshop, the technical level of
the presentation has been included and the description of each level is listed below.

100 100-level workshop is an introduction to the topic or overview. Assumes little or no expertise
Introductory with the topic being covered.

200 Assumes 100-level knowledge and a fairly complete understanding of the features. The 200-
level Premier Workshops may discuss case studies that cover a breadth of common scenarios or
Intermediate explain how to use more advanced features.

Assumes 200-level knowledge and an in-depth understanding of product features in a real-

300 world environment. The 300-level Premier Workshops may go into unusual case studies that
Advanced illustrate specific aspects of the product that are key to improving performance or
interoperability.

Assumes the deepest level of technical knowledge we expect a customer to have. The 400-level
400 Premier Workshops are essentially expert-to-expert sessions. The content provides the means
Expert for customers to push products to maximum performance, achieve the broadest possible
interoperability, and create applications using even the most advanced features.

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Application Development Consulting
Microsoft Application Development Consulting (or ADC) offers a continuing relationship with a skilled and trusted advisor
who will build an in-depth understating of your people and your business to help you address your software development
challenges.

This is an annual subscription service during which the ADC will provide you with a number of consulting hours depending on the size
of the contract that you purchase. You will typically work with the same primary ADC throughout the year so that they can learn
about your longer term objectives as well as any day to day issues. This puts them in an ideal position to help you make the right
choices both with a view to the future, but also appropriate for the constraints you face today.

Solution Support
Solution Support Services are a suite of high-value services tailored to support solutions built on Microsoft technology and
custom code for Premier Customers. Solution Support includes proactive and reactive services spanning across your solution
lifecycle, from the planning and design phases, through the deployment stages, to production support and maintenance.

Services for Microsoft Dynamics Customers

We now have proactive services for Microsoft Dynamics products (Microsoft Dynamics AX, Microsoft Dynamics GP,
Microsoft Dynamics NAV, and Microsoft Dynamics CRM) through Premier Support. The Microsoft Dynamics proactive services
enhance Premier Support with business processes such as procurement, warehousing, customer relationship management, business
intelligence, workflow, sales force automation, and supply chain management. Customers with Microsoft Dynamics products can
purchase a Premier Support agreement and add the following Microsoft Dynamics services:

Dedicated Support Engineering for Microsoft Dynamics

Assessments for Microsoft Dynamics
Performance Hands-on Lab for Microsoft Dynamics
Health Check for Microsoft Dynamics
Please Note: Preventative Services for Microsoft Dynamics are only available for purchase by customers who are enrolled in the
Business Solutions Enhancement Plan. For more information please refer to the data sheet included in this Catalog.

Custom Support (for products no longer in Mainstream support)

The Microsoft Support Lifecycle (MSL) policy provides consistent and predictable guidelines for product support
availability throughout a products life. By understanding the support options available, you are better able to maximize the
management of your IT investments and strategically plan for a successful future. To this end, the Microsoft Support Lifecycle policy
offers a minimum of five years of Mainstream Support and five years of Extended Support at the supported service pack level for
Business and Developer Products.

Microsoft offers Custom Support Agreements that provide the opportunity to receive support on legacy versions of
Microsoft products beyond the Extended Support phase. For further information on this offering, please contact your Technical
Account Manager.

Accessibility Services
Premier Support is pleased to support your Accessibility goals, and in conjunction with AbilityNet can offer a range of
Accessibility Services through the use of Premier proactive hours. AbilityNet is a registered charity and committed to promoting full
digital inclusion for all employees and are the UKs largest provider of independent advice on all aspects of access to technology.

Every Business and Government department in the UK is now obligated to meet the requirements of the Disability
Discrimination Act to make reasonable adjustments to support accessibility at workstations, infrastructure and websites. This
requires every organization to be proactive in planning and implementing IT solutions to promote the needs of both current and
future users with a disability.

AbilityNet can ensure delivery of IT solutions that will meet your need to support diversity and inclusion amongst your
customers and employees. For example:

Assisting with the transition to Windows Vista to encompass disabled employees

Supporting implementation of applications such as SharePoint to maximise accessibility
Provide training guides and resources to support personal self-assessment and desktop configuration for individual users
in Windows XP and Vista.
For more information on Accessibility services, please contact your Technical Account Manager.

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This workshop will help you
to learn how to Install,
Configure and Administrate
your Operations Manager
2012 Environment.
Operations Manager 2012: Installation,
Configuration and Administration
Overview
The Operations Manager 2012: Installation, Configuration and Administration
workshop is a three day course that is designed to train new administrators
on the basic concepts of Operations Manager 2012. This will be done by using
a combination of lecture and hand-on labs to reinforce key topics.
In this workshop we focus specifically on the day-to-day business of an
Operations Manager administrator, such activities as Security, Architecture,
Basic Authoring and reporting. This workshop will be delivered by Premier
Field Engineers and incorporates the learned best practices from the field.
Review the Target Audience information (next page) and contact your Microsoft
Services representative to ensure that this workshop is appropriate to the
students experience and technical expertise.
 between the server roles and how you can utilize them.
Technical Highlights Module 3: Basic Concepts. This module covers the basic
After attending this workshop, students will be able to: concepts and terminology used within Operations Manager.

Design their environment using knowledge of the roles an
Operations Manager environment can contain.
Install the different Operations Manager roles.
Manage the Operations Manager 2012 platform by:
o Defining user roles.
o Configuring notifications.
o Building simple custom monitors.
o Running and configuring basic reports.
Note that this workshop will not cover:
Upgrading the Operations Manager 2007 R2 environment
Advanced Management Pack authoring
New features like network monitoring and application
monitoring
These topics will only be covered in the advanced workshop.
Module 4: Administration. This module will guide you through
the ideal settings for your environment and how we recommend
managing your Operations Manager environment.
Module 5: Security. This module to only explains the security
settings that are involved with Operations Manager (like the
different service accounts), but also describes how you can
provide access to the Operations Manager environment.
Module 6: Notifications. This module will explain how you can
configure and use notifications within Operations Manager.
Module 7: Basic Authoring. This module will illustrate how to
create basic monitors with the use of different tools and features
within Operations Manager.
Module 8: Reporting. This module will explain how reporting
works and how to run and configure the basic reports in
Operations Manager.

Target Audience
To ensure the high-quality knowledge-transfer expected by
attendees of this three day workshop, class size is limited to a
maximum of 16 students who meet the following criteria:
Experience with standard computing systems including file
storage, networking and internet technologies.
General knowledge of Microsoft Core Technologies.

IT Requirements
Contact your TAM if the necessary hardware needs to be
provided.

If you are attending an Open Enrollment, the hardware will be

provided for you.

Syllabus
This workshop runs for three full days. Students should anticipate
consistent start and end times for each day. Early departure on
any day is not recommended.
Module 1: Introduction. This module provides an overall
introduction to Operations Manager and its general features.
Module 2: Architecture. This module describes the difference
This data sheet is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED,
IN THIS SUMMARY.
Disclaimer
The information in this document is provided to you under the terms and conditions of your Microsoft Premier Support Agreement
and/or Microsoft Services Agreement. This document may not be distributed or shared outside of your organization. If you become
aware that this information has been shared outside of your organization please notify your Microsoft representative and take
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Microsoft retains all copyright and other intellectual property rights in this document. No part of this document may be reproduced,
amended or transmitted in any form by any means, electronic or mechanical, or stored in any information retrieval system, without
Microsofts prior written consent.

Microsoft does not warrant or represent that this document, or any other written or oral communication made in the course of your
evaluation of this document, is complete or accurate. Accordingly, in assessing this document or in assuming any liability or other
obligation, you must not rely on any part of this document or any other information or communication provided by or on behalf of
Microsoft.

Some of the information contained in this document may have been provided for the purposes of promoting particular Microsoft
products. No independent review may have been undertaken of the products. Some of the statements made in this document are
based purely on Microsofts opinion of the strengths and/or weaknesses of the respective products resulting from a review
undertaken by Microsoft of the respective products, and those statements should be taken in that context.

Microsoft and its officers, agents, employees and advisors disclaim all liability, cost and damage (direct or indirect) incurred by you,
whether arising at law, by statute, in equity or otherwise as a result of the relationship between you and Microsoft or you and any of
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otherwise relating to, this document.

Copyright 2011 Microsoft Corporation. All rights reserved.

Version 1.1 April 2011