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Q: How does one initiate a problem resolution request through the web?
To initiate a problem resolution request through the web click on Microsoft Support
website. Although access to this electronic support site is available 24 hours a day,
7 days a week, electronic or web-based support responses will occur during
business hours. As such, web-based support incidents should not be initiated for
business-critical situations that require more immediate assistance. 24 hours any
time.
For these instances you'll need to supply the following:
Q: What are the steps to convert 24x7 phone support incidents to Premier
Support?
A:
Important Note:
As a Software Assurance Manager, a user will need to use VLSC to set up a list of
approved personnel who are authorized to initiate support requests and equip them
with appropriate Software Assurance access IDs (SAIDs). Then should a need arise,
the IT team can focus on resolving technical issues and deciding which level of
customer support care is best, instead of spending time tracking down eligibility
information.
Tip: If the customer has an active Microsoft Services Premier Agreement, they may
convert their allotted Software Assurance phone support incidents into Premier
Problem Resolution Services(reactive hours).
Conversion Ratio: 1 SA Incident =10 Premier Hours (reactive). This ratio is
dependent on the Constant Dollar Rate and can undergo a change, at the
beggning of a new Fiscal year.
For the converted hours, the customer has to purchase 30% of the total
Premier Contract hours as SAM (Support Account Management or TAM)
Hours. For e.g,
Premier Total Contract Hours = 100, hence by thumb rule SAM Hours = 30
1 Incident converted = 10 PRH Hours, hence total Premier Contract Hours = 110.
Customer will have to purchase additional 3 SAM hours, by virtue of the base being
increased and to maintain compliance.