No – we only measure the time we work on the ticket. We do not measure the time in an email or voicemail correspondence where we are waiting for response.
Yes – we support the Microsoft stack of technologies on the server (.NET, Windows Communication Framework, Windows Load Balancer, Active Directory Federation Services, etc.), just like Microsoft Premier (Unified) support services.
Yes – we do not support issues related to a developer’s Visual Studio environment as most integrated development environments (IDEs) leverage a number of third party plugins outside the scope of support. Database performance tuning is performed through the SQL Server Management Studio (SSMS) which is a standard service we can assist with. As part of our proactive work, our Technical Account Managers (TAMs) can coordinate a RAP (Remote Assessment Project) for the target environment as part of the quarterly business plan (QBR) process.
Yes – we will work with the client on identifying the incompatibilities between various builds that are introduced as new features and releases happen with the toolset.