Grow your cloud business

with Microsoft Advanced

Support for Partners

Grow your cloud business

At Microsoft, we know that our success depends on yours. Thats why we strive to align our products
and services with your experiences and needs. We recently reached out to more than 1,000 born-in-the-
cloud partners and partners selling Microsoft Cloud Services for feedback about helping them build
their cloud practices. What we discovered was a demand for a specific niche of advanced support, cost-
effective and cloud-focused, that could help them deliver superior customer experiences and increase
consumption of Microsoft Cloud Services.

Advanced support for Microsoft cloud partners

Microsoft Advanced Support for Partners offers cloud support at an accessible price point that helps you be
a great ally to your customers and grow your business faster. With Advanced Support for Partners, you gain
access to a variety of cloud-focused services for Microsoft Azure, Office 365, and Microsoft Dynamics CRM
Onlinedelivered by Services Account Managers (SAMs) and Partner Technical Consultants (PTCs) that help
ensure your needs are met.
Valuable proactive guidance and fast-response support help you resolve your most critical cases. Well also
help you create a targeted Service Delivery Plan to optimize your cloud business and accelerate customer
sales. And with easy access to experts, best practices, and early product information, well keep you up-to-
date with the latest innovations, enhance your solutions, and prepare you for whats next.

The value you receive with Advanced Support for Partners

Keep your customers and your Get more out of your Stay in-the-know and be ready
business moving relationship with Microsoft for whats next

Fast-response problem resolution
support for Azure, Office 365, and
Dynamics CRM Online lets you invest
more time in your business and
customers.
Support from Services Account
Managers gives you peace of mind
and an advocate for your business
within Microsoft.
Early access to insights and
information helps you stay
current with the latest innovations
and prepares your business for
the future.

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Overview of all Advanced Support for Partners features
Advanced Support for Partners addresses key support requirements for partners building practices on Microsoft Cloud
Services by delivering monthly support services in a remote, one-to-many, cost-effective way.

Feature Description of services Frequency

Direct access to a team of SAMs who act as your service and
support advisors at Microsoft. SAMs deliver proactive guidance
Access to Services Account
regarding potential deployment blockers and offer support 5 hours of SAM per month
Management team
assistance on your most critical cases with the goal of
resolving issues more quickly.

The ability to open break-fix support incidents for Microsoft

Cloud incidents As needed
Cloud Services.

1-hour response time & A one hour or less response time and a commitment to the As needed fast response
escalation management for issue until its resolved. Severity A issues can be escalated to time; Escalation management
Severity A issues the SAM team. limited to SAM hours

Ability to open break-fix support tickets on behalf of your

customers at no additional cost. A case owner, allocated by
Ability to open tickets on
you, interfaces with your customer and our support team. As needed
behalf of end-customer
Requests for support may be submitted electronically through
the Online Services portals.

A monthly summary of new releases and planned updates for

Proactive communications
online services and programs. We will also help you set up
about outages, releases, and Varies
alerts that notify you of an online service outage and keeps
programs
you informed until the service operation is back to normal.

Recommendations of top-rated technical content and online

Top-rated technical content and
training published by Microsoft to help answer how to As needed
training
questions on common online services and features.

We connect you to a Microsoft technical resource who

Cloud Consults provides you with best practice and architectural guidance of 1 session per month
your deployment, migration, and Cloud API implementations.

Online events led by a Microsoft Technical Consultant who

Roadmap webinars Varies
presents the latest roadmap for Microsoft Cloud Services.

Regular reporting on your use of online services designed to

Cloud optimization analysis help you use best practices to accelerate cloud adoption and Monthly
identify growth opportunities within your customer base.

Additional optional support services are available as needed depending on your specialized situation or technologies.

Choose a flexible monthly subscription or save with our annual subscription when paid up-front
(local taxes apply).

Take the $1,250 USD Monthly (6 month minimum)

$14,550 USD Annual (3% discount)
next step
Visit http://aka.ms/buyASFPnow to purchase Advanced Support for Partners today!
Questions? Contact us at ASfPinquiries@microsoft.com!

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Details about the personalized assistance your SAM team provides
Gain direct access to a team of SAMs who provide proactive guidance and support assistance for your most critical
cases as well as help identify and execute your top cloud priorities and projects.1 The following table details the
services provided by your SAM team.

Feature Description of services

A one-time service introduction at the commencement of the agreement, including an overview
Service introduction
of services and an explanation of how to select and plan the services available to you.

At the beginning of your subscription and every 12 months thereafter that the subscription is in
place, a SAM will collaborate with you to develop a customized service plan to help you execute
Service Delivery Plan (SDP)
on your top priorities, optimize your cloud business, and accelerate you customers adoption of
online services. The SAM monitors and adjusts your SDP based on your need.

Microsoft Partner Network If you are participating in the MPN program, the SAM will work with you to help plan and
(MPN) technical services coordinate your MPN technical services benefits in conjunction with your Advanced Support for
benefits coordination Partners benefits.

A SAM prepares and conducts a monthly service review with you to summarize the services
Service reviews delivered during the previous reporting period. Service reviews discuss service activities,
monitor your satisfaction levels, and discuss actions or adjustments that may be required.

Support issues that require escalation to other resources within Microsoft will be closely
Escalation management
managed by a SAM in partnership with you to expedite resolution.

More about the offered response times for your cloud incidents
Microsoft Advanced Support for Partners helps you resolve your critical cloud incidents, provides you with the ability to
open tickets on behalf of your customer and offers faster response times, including less than 1 hour for Severity A
incidents. The following table details severity definitions and our estimated response times.

Severity Situation Expected Microsoft Response

Critical business impact:
A Significant loss or degradation of services (application down) 1 hour or less
Needs attention with 1 hour

Moderate business impact:

Moderate loss or degradation of services but work can reasonably
B 2 hours or less
continue in an impaired manner
Needs attention within 2 hours

Minimum business impact:

C Substantially functioning with minor or no impediments of services 4 hours or less
Needs attention within 4 hours

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Services Account Management services are provided in English only during 9.00 am and 5.00 pm Local Time, Monday to Friday, excluding weekends
and holidays. Services Account Management services are provided for Online Services; reasonable efforts will be made to provide such services for
other Microsoft products.

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Optional add-ons to your subscription
Take advantage of additional support services as needed depending on your specialized situation or technologies.
These services do not expire with your active Advanced Support for Partners subscription.

Add-on package Price (local taxes apply)

20 additional hours of Services Account Management
Additional support hours provided by your team of SAMs for problem resolution $4,000 USD
and proactive services.

1 additional Cloud Consult Engagement

A Microsoft technical resource provides you with best practice and architectural $2,000 USD
guidance of your deployment, migration, and Cloud API implementations.

On-Premises Support Incidents

$499 USD/1 Pack
Support available for a single or five pack of incidents. Focus on troubleshooting a
$1,999 USD/5 Pack
specific problem, error message, or functionality for Microsoft products.

Get Visit http://aka.ms/buyASFPnow to purchase Advanced Support for Partners today!

started
Questions? Contact us at ASfPinquiries@microsoft.com! We are happy to help!
today!