MICROSOFT PREMIER SUPPORT SEVERITY LEVELS

Compare Microsoft Premier Support severity levels and see each party’s responsibility based on the severity level of the Premier Support incident.

Severity Level

US Cloud Responsibility

Client Responsibility

Severity 1

Catastrophic Business Impact:

  • Complete loss of one or more primary systems or services and core business processes / business-critical work cannot reasonably continue
  • Needs immediate attention
  • First call response in 15 minutes or less
  • Within 1 hour from Initial Response, Mon-Fri. 0800-1700 CST excluding US national / USC-recognized holidays or Within 3 hours from Initial Response, outside of USC business hours: Mon-Fri. 0800-1700 CST excluding US national / USC-recognized holidays
  • Continuous effort, 24/7 basis
  • TAM advised and monitors to regularly distribute updates on efforts
  • Notification of US Cloud Sr. technical & executive staff
  • Notification of Client senior executives
  • Allocation of appropriate client-side resources to sustain continuous effort on a 24/7 basis
  • Rapid access and response from change control authority
  • Submission via phone only
Severity 2

Critical Business Impact:

  • Significant loss or degradation of services with business-critical work severely affected, but not completely halted
  • Needs accelerated attention
  • First call response in 15 minutes or less
  • Within 1 hour from Initial Response, Mon-Fri. 0800-1700 CST excluding US national / USC-recognized holidays Within 3 hours from Initial Response, outside of USC business hours: Mon-Fri. 0800-1700 CST excluding US national / USC-recognized holidays
  • Continuous effort, 24/7 basis
  • TAM advised and monitors
  • Notification of US Cloud Senior Managers
  • Allocation of appropriate resources to sustain continuous effort on a 24/7 basis
  • Rapid access and response from change control authority
  • Notification of Client Management
  • Submission via phone only
Severity 3

Moderate Business Impact:

  • Moderate degradation or loss of services, but work can continue in a sub-optimal manner
  • Needs to be prioritized above Severity 4 issues
  • First call response in 15 minutes or less
  • Within following business day, Mon-Fri. 0800-1700 CST excluding US national / USC-recognized holidays
  • Resolution effort during business hours
  • Allocation of appropriate resources to align to US Cloud effort
  • Access and response from change control authority within four business hours
  • Submission via phone or web
Severity 4

Minimum Business Impact:

  • Substantially functioning with minor or no impediments of services
  • First call response in 15 minutes or less
  • Within following business day, Mon-Fri. 0800-1700 CST excluding US national / USC-recognized holidays
  • Resolution effort during business hours
  • Accurate contact information on case owner
  • Responsive within 24 hours
  • Submission via phone or web