On 14th November, Microsoft Premier will formalise the Problem Resolution support coverage for Severity B incidents to be handled 24X7.
As you are probably aware, we have been running a pilot in the UK offering 24X7 support for Severity B incidents. Previously, only Severity A/1 (CritSit) issues were covered 24X7 and Severity B and C issues were handled during business hours only. Microsoft recognised there are circumstances where you need assistance from Microsoft outside of business hours but not in a critical situation as defined by a Severity A/1 (CritSit) and therefore we introduced the Severity B 24X7 pilot in the UK.
Your feedback has told us that this has been a very popular enhancement to the support you receive from Microsoft so much so that we are formalising the change and making Severity B 24X7 support available worldwide.
The specific benefits to you as a result of formalising this arrangement are as follows:
Microsoft is constantly looking for ways to improve the support experience for Premier customers. We believe formalising this enhancement to reactive support provides customers more choice and flexibility in working with Microsoft.
If you have specific questions about this change don’t hesitate to contact your TAM.
UK Premier Support