Microsoft Support Network: Premier Support for U.S. & Canada
PSS ID Number: Q104267
Article last modified on 10-01-1993
PSS database name: PSS






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Microsoft Support Network: Premier Support for United States
and Canada (October 1, 1993)
============================================================

Premier Support is Microsoft's highest level of technical support and
is designed to provide personalized, comprehensive support for
mission-critical and development/OEM adaptation environments. Premier
Support customers can also access a broad range of around-the-clock
electronic information services.

Premier Support provides:

 - Personalized relationship. A one-to-one relationship is established
   with the customer by designating a support engineer as the account's
   technical account manager (TAM). The TAM understands support needs,
   design issues, configurations, and so forth to help quickly resolve
   and anticipate support issues.

 - Toll-free phone access. Unlimited telephone access is provided
   through an 800 number.

 - 24 hours a day, seven days a week. Helping to ensure key issues are
   addressed in a timely manner, Microsoft Premier Support is available
   any time of the day or night.

 - Information access. Premier Support customers can choose from one of
   two CD-ROM subscriptions (TechNet or the Microsoft Developers'
   Network). These subscriptions offer a wide range of tools and
   information. Both offer access to the Microsoft Knowledge Base, 
   which is the same information Microsoft engineers use to resolve
   support issues.

 - Prompt issue management. The standard response times are as follows:
   four-hour maximum, one-hour maximum in mission-critical situations.
   The issue-management process ensures all appropriate Microsoft
   resources are applied to resolve customer issues promptly to
   the customer's satisfaction.

 - Contact flexibility. Premier Support provides for four customer
   contacts in the United States or Canada, allowing customers to
   designate contacts where the anticipated need is greatest.

 - Access by phone or electronically. Customers can access Premier
   Support 24 hours a day, 7 days a week, either through a toll-free 800
   number or electronically with Microsoft OnLine software for the
   Microsoft Windows operating system. The latter option provides quick
   and confidential electronic communications with Microsoft support
   engineers, including the ability to send and retrieve information.

 - Choices. Premier Support offers two options designed to meet
   customer needs. Premier Comprehensive provides unlimited support on
   all Microsoft products and covers mission-critical projects, in-house
   development, and help desk needs. Premier Development provides
   unlimited support on any development or OEM adaptation issues for
   Microsoft products.

 - Pricing. Premier Comprehensive has a base price of $20,000 annually;
   the price increases in $4,000 increments based on the number of
   installed units. Premier Development has a $20,000 flat rate.
   Additional contacts for both are $3,000 each.

 - Canadian Pricing and Service Information. Call (800) 668-7975 for
   information on pricing and services offered in Canada.

Copyright Microsoft Corporation 1993.