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 a core business process and work cannot reasonably continue
  • Needs immediate attention
  • First call response in 6 minutes or less
  • Priority escalation to proper resolution/ product team authority or to Microsoft as needed
  • 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
  • Needs attention within one hour
  • First call response in 6 minutes or less
  • Priority escalation to proper resolution/ product team authority or to Microsoft as needed
  • 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 an impaired manner
  • Needs attention within two business hours
  • First call response in 6 minutes or less
  • Priority escalation to proper resolution authority or to Microsoft as needed
  • 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 6 minutes or less
  • Escalation to proper resolution/ product team authority
  • Resolution effort during business hours
  • Accurate contact information on case owner
  • Responsive within 24 hours
  • Submission via phone or web