Signature Cloud Support
Benefit Overview
Microsoft Partner Network
September 2014
Signature Cloud Support is an exclusive
partner technical benefit that provides
qualified cloud competency partners with
an elevated level of technical support for
Microsoft cloud products.
$108B
The Signature Cloud Support benefit
provides partners with access to technical
support engineers who work extensively
with partners, have extensive productspecific knowledge, and are accountable
for driving cases to resolution from start
to finish.
Signature Cloud Support Value
Experienced
Engineers are trained to an escalation level with
extensive product-specific knowledge
Partner-centric
Engineers work extensively with partners and
understand partners’ businesses and priorities
Solutions-oriented
Engineers are accountable for end-to-end
scenarios including hybrid deployments
2
Effective end of
September 2014
Cloud Performance
Hybrid
On Premises
Competencies:
Competencies: App Dev, Collab &
Competencies:
All other
Cloud Platform
Cloud Productivity,
Small and Midmarket Cloud
Content, Communication, Data Platform,
Datacenter, Dev & Deployment,
Messaging, Mid Market Solution
Provider, Project & Portfolio Mgmnt
50 Advisory Hours, Pre-sales Support, Partner Support Community
Gold
Unlimited Signature Cloud Support*
20 Product Support Incidents
10 Signature Cloud Support Incidents*
20 Product Support Incidents
20 Advisory Hours, Pre-sales Support, Partner Support Community
Silver
Action Pack
Network
Unlimited Signature Cloud Support*
15 Product Support Incidents
5 Signature Cloud Support Incidents*
15 Product Support Incidents
5 Advisory Hours (with first cloud sale), Partner Support Community
10 Product Support Incidents
Partner Support Community
Online Interactive Sessions
*Currently limited to Office 365 and Microsoft Azure
3
Type of Support
What do I use it for?
Common Questions
Pre-sales Support
All deal centered questions, let
us help you win the deal!
•
How do I access?
Online
•
•
Feature overview and comparison
guidance
Request for proposal (RFP)
questions
Business value proposition
Proof-of-concept guidance
•
Advisory support
How to questions, Architecture
questions, Pre-deployment
issues, building capability
•
•
•
•
•
Practice Accelerators
Ask the Expert sessions
Deployment Shadowing
Solution Architecture
Technical Training
Online
Product Support
Incidents
During deployment situations,
and business critical situations,
•
•
Authentication issue in O365
Domain Authentication issue for
Yammer
BI solution connecting SQL and
SharePoint
Online
•
Signature Cloud
Support
Cloud exclusive- break fix
oriented, deployment centered
•
•
•
•
O365 User and Domain Mgmt
UC Online Issues
O365 Identity Management
User and Domain Mgmt
Online
Partner Support
Communities
Programmatic and technical
support, Microsoft managed
forums
•
•
•
•
•
Partner Support
Channel Incentives
Online Services and Cloud
Data and Server Platform
Productivity and Communications
Online
Effective end of
September 2014
Cloud Performance
Hybrid
On Premises
Competencies:
Competencies: App Dev, Collab &
Competencies:
Cloud Platform
Cloud Productivity,
Small and Midmarket Cloud
Content, Communication, Data Platform,
Datacenter, Dev & Deployment,
Messaging, Mid Market Solution
Provider, Project & Portfolio Mgmnt
All other
50 Advisory Hours, Pre-sales Support, Partner Support Community
Gold
Unlimited Signature Cloud Support*
20 Product Support Incidents
10 Signature Cloud Support Incidents*
20 Product Support Incidents
20 Advisory Hours, Pre-sales Support, Partner Support Community
Silver
Action Pack
Network
Unlimited Signature Cloud Support*
15 Product Support Incidents
5 Signature Cloud Support Incidents*
15 Product Support Incidents
5 Advisory Hours (with first cloud sale), Partner Support Community
10 Product Support Incidents
Partner Support Community
Online Interactive Sessions
*Currently limited to Office 365 and Microsoft Azure
5
Microsoft Office 365
Microsoft Azure
Note: Signature
Cloud Support is
• Application Development
•
Application Development
limited to the Cloud
• Collaboration & Content
•
Datacenter
product associated
•
Data Platform
• Communication
with the competency
• Devices and Deployment
• Messaging
• Mid-Market Solution Provider
• Project and Portfolio
Management
6
Cloud Performance
Competencies
Hybrid
Competencies
On-Premises
Competencies
• September 29th you will be
eligible to use the benefits.
• Office 365 Centric Competencies:
• Because the Office 365
Signature Cloud Support
experience has been in pilot
in FY14, the experience will be
live for all qualified partners
on September 29th.
• Signature Cloud Support is
exclusive to the Cloud
Performance and Hybrid
competencies.
• Azure Centric Competencies:
• Because the Azure Signature
Cloud Support experience is
new in FY15 the experience
will be live for qualified
partners upon re-enrollment..
• Existing technical benefits
can be used without
interruption.
7
Microsoft Office 365
1.
In the “Welcome to Microsoft
Partner Signature Cloud Support”
page, click the “Submit Office 365
incident online” link next to the
Office 365 logo.
Microsoft Azure
1.
In the “Welcome to Microsoft
Partner Signature Cloud Support”
page, click the “Submit Microsoft
Azure incident online” link next to
the Microsoft Azure logo.
8
Partner Cloud Support Offering Overview
Azure Support Features
Azure Service Plan
Microsoft Product
Signature Cloud Azure Service Plan Azure Service Plan Azure Service Plan
Support
Support
Standard
Professional Direct
Premier
BCPS+5 Pack
Azure Dashboard
Service Dashboard Azure Dashboard Azure Dashboard Azure Dashboard Azure Dashboard
Description of
Service
Fastest Response
Time - Sev A
<2
<2
<2
<1
<1
Fastest Response
Time - Sev B
<4
<4
<4
<2
<2
Fastest Response
Time - Sev C
<8
<8
<8
<4
<4
Ticket Submission
Model
MPN & Azure
Portal
MPN & Azure
Portal
Azure Portal
Azure
Portal/Phone
Azure
Portal/Phone
Response
Phone /Online
Submission
Break-fix 24/7
Sev A
24x7 English &
Japanese, Biz Hr.
Other
Online Submission/Online Submission/
Unlimited Phone
Callback
Callback
24x7 English &
Japanese, Biz Hr.
Other
Unlimited Phone
24x7 English &
24/7 English only 24/7 English only
Japanese, Biz Hr.
or Local Biz Hours or Local Biz Hours
Other