Microsoft Premier
Support for Office 365
Service Introduction
Premier Support for
Office 365
Presentation Purpose
Purpose
Assist customers
exploring or running
Microsoft Office 365
to strengthen
operational
performance, reliability
and change through
Premier Support
for Office 365
Cloud Challenges
Premier Support for Office 365
Service Delivery Management
Proactive Services
Problem Resolution Services
Real World Business Value
2
Enterprises have to address three key challenges and associated needs to successfully
operate and receive value from their cloud based investments
Training IT teams
Optimizing key processes
Ensure system health and respond
promptly to unplanned events
Challenges
IT organization readiness
Manage operational change
Proactively identifying system issues
Needs
Make cloud ready key processes
IT Help Desk, administrator training
Visibility to new releases and updates
Guidance from
an empowered professional
1 in 7 people use
Microsoft Office.
That’s over 1 billion
people on the planet
CHALLENGES
3
Premier Support for Office 365 helps overcome those challenges and needs, providing
our customers with a proven, holistic approach to cloud based support
Service
Delivery
Management
Proactive
Services
Service management provided by an
empowered Office 365 cloud expert, backed
by a global network of Office 365 subject
matter experts
5000
Microsoft has over 5000 Premier Support
professionals working with customers
worldwide
Services that equip your IT team with the tools
they need to drive reliability, availability
and supportability across people, process,
and technology
12
We offer 12 packaged proactive services
focused on best practices, readiness
and health, delivered collaboratively
with your IT team
Elevated technical support, providing you
with the best in class reactive assistance
for the cloud and on-premises infrastructure
when you need it
Problem
Resolution
Services
You receive access to Microsoft engineers
in our most prioritized Office 365
support queue
PILLARS
4
You will be assigned a TAM or SDM who provides service management
of the Office 365 services and a consistently managed-support experience
Service management provided by an empowered Office 365 cloud expert, backed by a global network
of Office 365 subject matter experts
Premier Support for Office 365 Service Management Approach
Service
Incident Management
Service
Management Reviews
Regular updates, where we take
time to review what we have
delivered and discuss plans for
service delivery moving forward
Subscription
Management
Preparedness for dealing
with unplanned events
in advance of an incident,
escalation or service
interruption
Service
Update Management
Easy access and answers
to questions with billing,
account provisioning,
SLA credits and more
Proactive notification
and planning for change
associated with feature
updates or releases
• Empowered Office 365 specialist
with deep expertise
• Primary point of contact for cloud service
delivery issues, service incidents,
or escalations
• Leads end-to-end troubleshooting between
client systems and Microsoft datacenters
• Guidance for change management
in an ever-changing Cloud environment
• Orchestrates planning and delivery
of proactive services
Technical Account
Manager or Service
Delivery Manager
TAM or SDM
5
We deliver a proactive approach to lower people and technology risk,
accelerate IT team adoption, and optimize operational processes
Services that equip your IT team with the tools they need to drive reliability, availability and supportability
across people, process, and technology
People
Process
Technology
Admin and Configuration Workshop
Exchange
Cloud Helpdesk Optimization
Cloud Service Dependency Mapping (3 day)
Admin and Configuration Workshop
Lync
Cloud Helpdesk Incident Process Mapping
Migration Readiness Assessment
Admin and Configuration Workshop
SharePoint
Change and Config Management
Active Directory Risk Assessment Program
Operations Team Roles and Responsibilities
Operations Strategic Review
Hands on
Collaboration
It is not just what you do,
but how you do it.
Our proactive services are
delivered by certified
Microsoft engineers, using
a hands-on, collaborative
model that translates
product group knowledge
to your IT team.
Operational Knowledge Management
PROACTIVE
6
Drill-Down People: Effectively plan, ready and strengthen operational roles
and administration and configuration processes for the cloud
80%
People
Gartner says that
80% of downtime
has its root cause in
people and process
related issues.
The study further said
that more than 50%
of outages will be
caused by change,
configuration, or
release integration
and hand-off issues.
50%
PEOPLE
7
Drill-Down Process: Assess, document and optimize your help desk
and operational processes to successfully function with cloud based services
60%
Change & Configuration
Management
Cloud Help Desk
Optimization
Cloud Helpdesk Incident
Process Mapping
Process
60% of availability
and performance
errors are the result
of misconfigurations
Source: Enterprise
Management Association
Manual configuration
errors cost companies
$72,000 per hour.
$72,000
Source: Aberdeen Group
PROCESS
8
Drill-Down Technology: Our technology focused services proactively address
service health and performance, reducing risk of downtime and other events
$110,000
Cloud Service
Dependency Mapping
Migration Readiness
Assessment
Active Directory Risk
Assessment Program
Technology
Aberdeen Group
estimates that
downtime costs
$110,000 per hour
Source: Aberdeen Group
Collectively,
downtime costs
businesses more than
127 million person
hours per year
Source: Gartner Group
127M
TECHNOLOGY
9
In the event of solution down-time or unplanned events, you will receive problem
resolution services from Premier’s Office 365 prioritized support queue
Elevated technical support, providing you with the best in class reactive assistance for the cloud and on-premises infrastructure
when you need it
Premier-level technical
support coordinated
by your TAM or SDM
Escalation
management
and crisis response
Prioritized access
to tier-2 support
escalation engineers
You can contact Microsoft’s support
organization via phone or web
to get assistance on technical issues
that affect the Office 365 service
or the on-premises infrastructure
that supports it.
Your issues will route to tier-2 support
engineers who are specifically
designated to work with large
enterprises and organizations.
Customers always have access
to problem resolution services with
no preset limit to submitted incidents
24/7
UNLIMITED
PRS
10
Summary: Premier Support for Office 365 delivers real-world business value across your
Microsoft Office 365 solution environment
Premier Support for Office 365
Service
Delivery
Management
Proactive
Services
Problem
Resolution
Services
•
•
•
•
Service Management Reviews
Subscription Management
Service Incident Management
Service Update Management
• People
• Process
• Technology
• Technical Support
• Escalation Management
• Crisis Response
Real-World Business Value
Improve
Performance
Adapt Quickly
to Change
Improve IT
Team Readiness
& Adoption
Optimize
Operational
Processes
Increase
Uptime
Lower
Operational Risk
VALUE
11
To learn more about
Premier Support for
Office 365 contact your
Microsoft account
representative.