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Support for Service Providers

Premier Support for Hosted Messaging and Collaboration

A Microsoft Support Contract is Strongly Recommended for all Exchange Service Providers – Notice of elimination of “Microsoft Professional” Credit Card Support option for Exchange Hosters under SPLA.

The Hosted Exchange marketplace has continued to evolve through consolidation, mergers and acquisitions and the need to provide high quality support has emerged as one of the key values in the Hosted Exchange Service Provider industry . As the market has evolved we see the impact of large providers driving consolidation of the operational segment of the business through “white label” services being resold by vertically-focused VARs and service providers that cannot invest the resources required to maintain world-class operations of the platform. As end customers are moving more and more to the hosted service model, it has become clear that proactive support and a close support relationship between the Service Provider and Microsoft are essential to the ability to deliver a high-quality, highly available service.

Microsoft has created three new support options that are tailored specifically for the Hosted Exchange Service Provider.

The Premier Foundation, Premier Standard, and Premier Plus services offerings, combined with the Solution Support add-on, will provide all necessary proactive and reactive (break/fix) services to properly support your hosted solution.

Support Options - Key Benefits and Features
Offering Brand Premier FoundationPremier StandardPremier Plus
Key BenefitsKey Features
Proactive ServicesSupport AssistanceFixed amountFlexibleCustom
Custom Support ServicesNot availableNot availableCustom
Dedicated Support ProfessionalNot availableNot availableAvailable
Dedicated Support TeamNot availableNot availableAvailable
Health Check and
Infrastructure Workshop
IncludedAvailableAvailable
Global and Regional WorkshopsIncludedAvailableAvailable
Problem Resolution SupportProblem Resolution SupportFixed amountFlexibleCustom
24×7 CoverageIncludedIncludedIncluded
24×7 Critical Situation Escalation ManagementIncludedIncludedIncluded
Rapid Onsite SupportIncludedIncludedIncluded
Knowledge TransferProactive Information DistributionIncludedIncludedIncluded
Microsoft Premier OnlineIncludedIncludedIncluded
TechNet with Online ConciergeAvailableAvailableAvailable
Direct RelationshipAccount Representative*Shared, designated contactShared, designated contactDesignated contact
Remote vs. Onsite ResourcePrimarily remotePartly onsitePrimarily onsite
Account Profiling and ReportingMonthlyMonthlyCustom
Case Monitoring and Escalation Management24×724×724×7

*in local language

Based on the customer requirements for availability along with the need to provide high quality support to end customers, Microsoft will be discontinuing Professional per-incident support for MS Hosted Messaging and Collaboration and Hosted Exchange applications as of June 30, 2008, since the Professional offer does not include the proactive support elements required to maintain the high operational availability of the hosted Exchange platform.

In addition, Microsoft strongly encourages service providers that cannot achieve a customer base of several thousand MAPI seats to seriously consider shifting away from the operational aspect of the hosted Exchange business and explore working with one of our white-label Exchange service providers. Building a business that can achieve a customer base of several thousand MAPI seats is the minimum level to achieve profitability in running the hosted Exchange platform as a commercial service provider and partners that will not achieve this level of customer adoption would be significantly more profitable through a reseller arrangement with a large scale white-label provider.

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