Microsoft Unified Support Service Level Agreement (SLA) is a comprehensive support service that offers tailored support for all Microsoft products to businesses of all sizes. This service ensures that businesses` critical applications run smoothly and efficiently by providing support for planning, deployment, and management.
Microsoft Unified Support provides businesses with proactive and reactive support. Proactive support includes on-site or remote technical support, health checks, and preventative maintenance. Reactive support comprises fast and reliable incident resolution, including problem diagnosis, issue escalation, and root cause analysis.
The Microsoft Unified Support SLA outlines the guarantees and commitments made by Microsoft to its customers regarding the support services offered. The agreement is structured to provide transparency, accountability, and quality in delivering Microsoft support services.
In the SLA, Microsoft outlines its response time goals for different support levels. Response time is the time it takes Microsoft to acknowledge customer requests and begin working on resolving the issue. The service level agreement guarantees response times of up to 24 hours for low-severity events and up to four hours for high-severity events.
The agreement also defines the escalation process for issues that are not resolved within the specified timeframe. Microsoft ensures that these issues are immediately escalated to the appropriate support team for a quick and efficient resolution. Microsoft also provides customer status updates and reports to keep customers informed about the progress of their issues.
The Unified Support service also offers a range of other benefits, including technical account management, training, and proactive services. Technical account management provides personalized technical support to customers, including support planning, performance analysis, and optimization. The training services offered range from customized training sessions to on-demand learning resources.
Furthermore, the proactive services offered by Microsoft Unified Support focus on preventing potential issues before they occur. These services include proactive support for system health checks, proactive monitoring, and regular service reviews.
To sum up, the Microsoft Unified Support Service Level Agreement is designed to provide businesses with a flexible and comprehensive support solution for all Microsoft products. The SLA provides clear guidelines and expectations for support services, ensuring high-quality and efficient support delivery. The combination of reactive and proactive support services guarantees businesses the best possible support experience.