Microsoft Premier Support SLA.

Microsoft Premier Support SLA (Service Level Agreement) defines the cornerstone of support quality for Premier customers. This agreement meticulously outlines guaranteed response times, issue resolution processes, and overall support quality standards. SLAs typically vary based on issue severity, with critical problems receiving accelerated response and resolution targets. The agreement often specifies 24/7 support availability for severe issues that impact business operations. Key components include specific metrics for measuring support performance, such as time to initial response and time to resolution. Regular service reviews are typically integrated into the SLA, allowing customers to assess support quality against agreed-upon standards. The specific terms of Premier Support SLAs can be customized to align with each organization's unique needs and support agreement.

What is Microsoft Premier Support SLA?

The Microsoft Premier Support Service Level Agreement (SLA) is a critical framework that defines the quality and scope of support services provided to Premier customers. This agreement specifies guaranteed response times, issue resolution processes, and overall support quality standards, ensuring that enterprises receive consistent and reliable service. Key elements of the SLA include:

  • Response Times: SLAs typically offer accelerated response times for critical issues that impact business operations.
  • Resolution Processes: Clear guidelines on how issues are managed and resolved.
  • Support Quality Standards: Metrics for measuring support performance, such as time to initial response and time to resolution.

The Premier Support SLA is designed to maximize uptime for enterprises by ensuring faster response times and shorter time to resolution.

Key Components of the SLA

Response Time Metrics

One of the primary components of the Microsoft Premier Support SLA is the Initial Response Time (IRT), which measures how quickly Microsoft responds to a support ticket. The SLA varies based on the severity of the issue:

  • Standard Issues: Typically have longer response times.
  • Critical Issues: Receive prioritized attention with significantly reduced response times.

For instance, under certain plans, critical issues may receive a response within 15 minutes.

Time to Resolution

Another vital metric is Time to Resolution (TTR), which tracks the time taken from when a ticket is created until it is resolved. This metric ensures that issues are not only addressed promptly but also resolved efficiently:

  • Severity C (Low Impact): May have a resolution time of several days.
  • Severity 1 (Critical Impact): Aims for resolution within a few hours.

These metrics are crucial for maintaining operational continuity and minimizing business disruptions.

Customization and Flexibility

Tailored Agreements

Microsoft Premier Support SLAs offer customization options to meet the unique needs of different organizations. This flexibility allows businesses to align their support agreements with their specific operational requirements and priorities. Customization can include:

  • Support Availability: Options for 24/7 support for critical business functions.
  • Service Reviews: Regular assessments of support quality against agreed-upon standards.

Such tailored agreements ensure that businesses receive the most relevant and effective support.

Transition to Unified Support

End of Premier Support

Microsoft has announced the retirement of Premier Support for new public sector customers as of July 1, 2023, and for renewing customers by July 1, 2024. The transition is part of Microsoft’s shift towards Unified Support, which offers comprehensive coverage across an organization’s entire Microsoft portfolio. Unified Support includes:

  • Designated Account Managers: Providing personalized service.
  • Proactive Services: Aiding in digital transformation efforts.

Unified Support aims to deliver greater value by enhancing service delivery and aligning with modern business needs.

Conclusion

The Microsoft Premier Support SLA plays a pivotal role in defining the quality and scope of support services provided to enterprises. By setting clear expectations for response times, resolution processes, and support standards, it ensures that businesses receive consistent and reliable service. As Microsoft transitions from Premier to Unified Support, organizations should consult official Microsoft sources to verify current details and explore new support options that best fit their evolving needs.

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