BigQuery. Maybe 99. Severity 2 (Significant) N/A 2 hours Severity 3 (Less Significant) N/A 8 hours Severity 4 (Minor) N/A 2 business days Premium Support NetSuite Premium Support provides everything Basic Support includes plus toll free help for non-critical issues, priority case queuing, weekend support, early notification of new releases, and commerce response. Get a faster SLA with DCG up to 10 minutes. Premier Support. 2 The maximum severity. Featured topics Microsoft 365 training. Problem Resolution Support is available 24 hours a day, 7 days a week. To submit issues directly to Microsoft, select the Support tile in your LCS project. pptx - Read-Only Author: jograves Created Date: 6/30/2020 11:24:40 AMThe three primary value-added features of Azure Rapid Response. Check requirements, benefit activation (Link support benefits) and then submit your New Azure technical support request or check an existing request. Set up a structure to provide support. If 24-hour support is selected, your company should have people available to work on the incident potentially 24 hours a day. –1-hour Sev A/2-hour Sev B/4-hour Sev C Escalation Management •For Critical Business System Down issues, resource assigned after 15. 3(a). Azure Support Plans. Crowe managed support services proactively monitor, support, and enhance your Microsoft Dynamics 365 deployment to ensure you are getting the most from your. SLAs are used to define these different aspects of service. In the event of a conflict regardi ng the. Online All-Access Subscription: 1 user licenseYou can get paid support from Microsoft that includes technical support and a range of extra service options. The New SLA Item dialog box appears. I opened a ticket at 8:45 AM on Friday, 9/17/21. Pre-GA Support Offerings Terms. 1 Business plans include business hours support for all non-critical issues and 24/7 phone support from Microsoft. Service Set Agreement for Premier Support Customers. Existing Premier Support. Requests for support may be submitted via telephone or electronically through the Premier online website by Your designated Study with Quizlet and memorize flashcards containing terms like 1. Service Level Agreement for Premier Support Customers. A: Microsoft Premier Online is a private Web site exclusively for Premier support customers worldwide. Select the Help (?) icon. Start by completing the New Support Request form. Severity Definitions Critical (Severity 1) – A production system is down, or a critical production issue exists that severely impacts the use of the Software or Service Offering. 2 Support services Microsoft Unified Enterprise Support Services (support services) is a comprehensive enterprise support set of services that helps accelerate your journey to the cloud, optimize your IT solutions, and use technology to realize new business opportunities for any stage of the IT lifecycle. Entitlement: Support is available to you for registered devices with active support licenses. 問題への即時の対応が必要であり、お客様には問題解決まで Microsoft チームと連携して 24 時間 365 日の体制を維持していただく必要があります。維持していただけない場合、Microsoft は独自の規定に従って重要度をレベル B に下げることができます。Service Level Agreements (SLA) for Online Services. Severity 4. Unified has 600 hour minimum. Understand Premium Assist Response SLA times. ; SLA KPI: Choose the SLA KPI this SLA item relates to. Premier Support. Our world-class support team can help solve problems and resolve issues. Support is available 24 hours a day, seven days a week, in English for all severities and in Japanese for severity A only. This Collaborative Enterprise Support Service Level Agreement (the “SLA”) is an agreement between you, the Certified Collaborative Support Provider (hereinafter “CCSP”) and Check Point Software Technologies Ltd. (minimum 20 users) Starts at $50,000/year3. 99% B. SCOPE. Change. Understand Premier Get Response SLA times. For Dynamics 365 Sales, Customer Service, Field Service, Marketing, and Project Service Automation billing support, see Purchasing and billing FAQs in the Microsoft. Although the SLA covers key areas of the client’s IT systems and support, theMicrosoft Dynamics 365 Business Central; Microsoft Dynamics GP; Microsoft Dynamics SL;. US Cloud vs. 1 24x7 in English for Sev A and B and in Japanese for severity A. Then, set the Request type to Incident. Severity 1. Based on 24x7 in English for Severity A and B and in Japanese for severity A. Some current US Cloud Clients include: Under Armour, Thermo. Capitalized terms, unless otherwise defined herein, shall have the same meaning as in the Workday. 2 Hours. In the past, Microsoft Dynamics customers on a Premier Support plan had the option to log a support incident. Maximum severity for Developer support is Severity C. From the SLA list view page, click the Edit icon beside the SLA Name to be edited. Incident: At a minimum, every eight hours or mutually agreed upon frequency. Understand Premium Assist Response SLA times. Microsoft Premier support is not your only option. Signatories: 2. It's dependent on your Enterprise Agreement, CSP licenses, and Azure usage. From the Lifecycle Services portal, choose a project, select Support from the option list, and then select Submit an incident. Understand Premier Support Request SLA times. Dell is pleased to provide Dell ProSupport for Client Products (the “Service(s) or “Support Services”) in accordance with this. 1 IT Service Management. Level 3: Application issue that has a moderate impact to the business. If Microsoft does not achieve and maintain the service levels for each service as described in the Service Level Agreement, then you might be eligible for a credit towards a portion of your monthly service fees. Included with any Dynamics 365 purchase. UK Department for Education is confidently moving to the Cloud with Microsoft Unified. Understand Superior Support Response SLA times. Provide a brief description in the Title field. 1. Billing support is provided in English from 9 AM to 5 PM (9 AM to 6 PM in Australia), Monday-Friday. Designated support engineer, third-tier support, Azure Rapid Response, Premier Support for Developers, IT service management, Premier Mission Critical Support, Office 365 Engineering Direct. The Microsoft Unified Support Replacement Faster. MS Unified offers 1 hour response target for critical business impact (Severity A) and starts at $25,000 per year. References. Create and manage support requests for Microsoft Azure and Azure Dev Ops Services, including technical and billing help. If considering an Independent Third-Party Microsoft Software Support Provider as an alternative to MS Premier/Unified Enterprise, make sure to verify their ability to escalate quickly to Microsoft for high-severity tickets, require contractual SLA’s for response times and escalations, and ask about support engineer credentials and ITAR 120. USD 29 per month. Your case then enters the queue and will be assigned based on severity and your account’s Service Level Agreement (SLA). The Premier Support plan is part of the “Enterprise support offering” and is equivalent to the Professional Direct support plan that is available for all Azure users. Microsoft Premier Support Severity A (SEV/A) Critical Business Impact Customer’s business has stopped, or has a significant loss or degradation of services, and requires immediate attention to restore functionality or usability. Microsoft for Startups 特典 サポート Microsoft Imagine 特典 サポート サポート提供先 企業様/ パートナー様 企業様 パートナー様 企業様/ パートナー様 パートナー様 エンド ユーザー様 個人のお客様 ターゲット 中堅企業/ 中小企業 教員/ 教育 機関 コンシューマー ご. MC3 Cloud Microsoft Premier Support for Partners. Support Business Hours . b. Learn more. Partners who need elevated, cloud-focused support for growing their business. Included for all Azure customers. From the Partner Center menu, select Customers. No support for any issues tickets. Definity First. com. $9/user/month. Priority 2 (P2) – A major component of the clients’ ability to operate is affected. Qualys Support shall identify the severity of the support request, based on the evidence provided by Customer and the definitions set forth in the below table. 8:00 AM – 5:00 PM BST/GMT. We will fully retire the 24x7 Problem Resolution Support benefit from Software Assurance for all customers effective February 1, 2023. Refer to your Service Level Agreement for No Penalty situation. Enterprises worldwide are replacing Microsoft with US Cloud to save 30-50% on MS Premier/Unified support costs. Get Business Assist. Severity 5. Name: Name of the SLA detail. Service Level Agreement for Premier Support Level If Customer is receiving the Premier Support Level, target availability for the Snowflake Service is ninety-nine and nine tenths percent (99. Technical support is provided in English 24 hours a day, seven days a week. We provide quality MSFT support to small & mid-size enterprises as well. SLAs are an essential part of an IT vendor contract. Understand Premier Support React SLA times. Buy Now. Description: Developer Support is provided to Premier, Premier Plus, and Signature Support customers on a per cloud basis. Read the Statement on Safe Use and Disposal of SecurID Tokens. Premier offerings like Azure Rapid Response can reduce response times down to minutes and provide dedicated teams to support your most important business apps. Getting a faster SLA from DCG up to 10 log. Availability Service Availability. Power BI benefits for Microsoft Premier or Unified support contracts. requests with 'Critical' severity need to be responded to within 2 hrs and. Microsoft Premier Mission Critical Support Will Be SLA-Based. [3] Based on 24x7 in English for Severity A and B and in. $50,000. ago. 24 Hours. A service level agreement (SLA) is an agreement between a service company and a service customer. Get a faster SLA with DCG upwards at 10 log. Standard Support is an extensive range of services, available Monday through Friday, during Quest Support business hours in a single geographic region. Microsoft may provide limited or no technical support for SQL Server software. Microsoft responds to and fixes incidents based on severity levels. Requests for support may be submitted via telephone or electronically through the Premier online website by Your designated contacts, except for Severity 1 and A which must be submitted via telephone as set forth below in Section 2. Microsoft employs an incident response strategy designed to investigate, contain, and remove security threats quickly and efficiently. Fig. For other languages and severities, support provided during local business hours. (minimum 20 users) Starts at $50,000/year3. Billing support is provided in English from 9:00 AM to 5:00 PM (9:00 AM to 6:00 PM in Australia), Monday through Friday. Designated support engineer, third-tier support, Azure Rapid Response, Premier Support for Developers, IT service management, Premier Mission Critical Support, Office 365 Engineering Direct. com (800)-200-8440Snowflake Support is committed to providing high-quality resolutions to help you deliver data-driven business insights and results. Otherwise, Microsoft might, at its discretion, decrease the severity to level C. Business-critical dependence. Service Health Dashboard C. If they don't respond within that time frame, they encourage you to rattle their cage. 4 Business Hours. Unified Enterprise Support Services Description (USSD) The Microsoft Unified Enterprise Support Services Description provides you with information on the support services that are available to purchase from Microsoft. Which of these is not a way to view service status updates for Microsoft 365? A. Learn more about cloud computing. Dynamics 365 Customer Engagement (on-premises) includes two kinds of SLAs, standard and enhanced. A single support issue is a problem that cannot be broken down into subordinate issues. For more information about Sectigo Certification Authority, our Premier Enterprise Services and our full line of digital certificates, contact the Sectigo representative in your area at (US) +1-888-266-6361 or (INT) +1-703-581-6361 or visit are three levels of Severity that are used to categorize and prioritize support cases. Microsoft Services Premier Support “Because of the help we received from Premier Support, we are no longer running from one crisis to the next. The following table defines the severity levels and the targeted initial response time for Standard Support, 24x7 Support, and Premier Support. This is a “guideline” and not an SLA with service failure penalties. This document identifies the services required and the expected level of services between MM/DD/YYYY to MM/DD/YYYY. 6; Select the severity, and support communication. After completing online submission you will be contacted by a Microsoft support professional. Premier Support - Monday-Friday, 9AM - 6PM JST (24 hours a day, 7 days a week for Severity 1 and Severity 2 Issues) Standard Support - Monday-Friday, 9AM - 5PM JST (for Severity 1 Issues) Region or Country Toll Free Phone Number Available Languages; Japan: 0120-733-251: JapaneseView your support request history reporting. The BMC definitions for Impact (Severity) levels 1-4 can be found here. Billing support is provided in English from 9 AM to 5 PM (9 AM to 6 PM in Australia), Monday-Friday. For other languages and severities, local language support provided during. With Microsoft Premier or Unified contract support, you also get the following benefits:Designated support engineer, third-tier support, Azure Rapid Response, Premier Support for Developers, IT service management, Premier Mission Critical Support, Office 365 Engineering Direct. The expected wait time is indicated in the Contact support pane. Premier Support is now for Partners only. 2. Hi All, I was wondering if there is a Support rating that is available to the publis such as, explaining the severity, impact, MS and customer requirements etc, kind of like: SEV1 - Large business impact, Commercial impact, phone & email support, MS will work 24x7 to support, Customer must also provide a contact 24x7, possible charges. Note: The severity levels cannot be changed if a support ticket is actively being worked upon by an Azure support engineer. uscloud. Premier Support is now for Partners only. Premier, Professional Direct, Standard, and Developer only. The minimum contract price is $50,000. Home; Services Menu Toggle. If you select admin support-hours support when you submit a Severity B incident, Microsoft will contact you during admin support hours only. Learn more. Severity - The options to specify the severity of an issue depend on your. Download the most recent version (English) (November 2023):Cost. The level of support that you select determines the severity that you can assign to support cases and your level of access to the tools available in the Support Center. Premier Support is only available for Public Sector customers. Based on 24x7 in English for Severity A and B and in Japanese for severity A. Procure a faster SLA equal DCG up to 10 minutes. Service Level Objectives. The maximum severity level depends on your support plan. Some aspects of the business can continue but its a major problem. Learn more. CSS Priority customers receive 24/7/365 for Severity 1 and Severity 2 issues. Service Grade Agreement with Premier Back Customers. Published: 09 February 2009 Summary. The goals you put down in your service level agreement must be S pecific, M easurable, A chievable, R elevant, and T ime-bound or SMART. Service Level Agreement for Premier Support Customers. Understand Microsoft’s SLA for Unified and Premier Support. Microsoft offers 6 kinds of support plans. Weekday global support Monday through Friday for SaaS deployments with 24x7 access to support for Severity 1 issues. The Escalation SLA gives US Cloud client assurance that unresolved tickets will time out within a certain timeframe based on technology, severity, and complexity, and be automatically escalated to Microsoft. 3. Microsoft will assist Azure customers with issues associated with select non-Microsoft technologies. This service level agreement (SLA) describes the levels of service that [company name] (‘the client’) will receive from CIP Computer Consultancy (‘the supplier’). How quickly your support cases are addressed depends on the assigned severity. 1 Citrix provides 24/7/365 for Severity 1 issues only. Lower DSE minimums and rates are available with third-party Microsoft Support providers. With the purchase of Standard Support, you will receive the following elements of service: Unlimited 24x7 access to our support portal. This Services Description describes the various types of services that may be obtained (the “Services”). The support cost is based on a percentage of your historical annual product spend, using graduated pricing rates. Become full stack developer 💻. The severity is ranked in a three-level A through C system:. For more information, see compare partner support plans. Needs immediate attention. 6. English speaking technical support can be contacted by email, live chat or telephone seven days a week, 24 hours a day. Information Technology Resources, directly affect the terms of this Service Level Agreement (SLA). 0. Microsoft offers comprehensive support options, for on premises, cloud, and hybrid solutions. [3] Based on 24x7 in English for Severity A and B and in Japanese for severity A. Global 24/7 L2-4 Engineers. Billing support is provided in English from 9 AM to 5 PM (9 AM to 6 PM in Australia), Monday-Friday. Understand Premium Assist Response SLA times. Priority 3 (P3) – The clients’ core. I have attached the below is a severity A ticket and its been almost 1 week. 99. On the All support requests page, select the support request. Standard Support available during local business hours. 1 hour: SEV-2Get incident response services from experts. Atlassian's Premier Support is a dedicated global team of Senior Support Engineers and Enterprise Managers committed to delivering higher SLAs, faster triage, faster resolutions, as well as engaging customers with new service touch points to improve customer experience, system availability, and system performance for our business. In 2019, we announced changes coming to the Software Assurance 24x7 Problem Resolution Support benefit, and we have an update on the revised plan for those changes. Support Case Updates Severity 1. 4 (NorthAmerica)(US)(English)(Aug05) NYS OGS Nov08 1. Severity: Description: Target Premier Response SLA: Target Production Response SLA: Target Basic Response SLA: Severity 1. Customers must have an Azure Government account to purchase an Azure Government support plan. Get a faster SLA with DCG up the 10 minutes. In the United States, call 1 800 865. Grown out of the need for addressing and managing complex IT architecture issues, IT service management (ITSM) is a strategy that focuses on defining, managing, and delivering customer-focused IT performance as a service (Winniford et al. Modify the details and Save the changes. Verstehen Premier Support Response SLA times. Response Times. Understand Premier Support React SLA times. Select the Category and Sub-category that best fits your issue. Questions about product configuration and functionality should be. Goal. Understand Premier Sponsors Response SLA times. Issue cannot be resolved by a restart or bypass. Microsoft provides technical support for the following examples: Connectivity to all Kubernetes components that the Kubernetes service provides and supports, such as the API server. +1 4255332827. Severity Condition Dell Response Customer Role 1 Critical: loss of ability toThe client sets severity of the incident when opening the Microsoft support ticket. Monthly. Azure Rapid Response 15 Minute SLA Effective Only During Business Hours. Initial Response Time (IRT) is defined as the time elapsed between a customer opening a support ticket and Microsoft responding to the ticket request. No. Technical support is provided in English 24 hours a day, 7 days a week. Customer Service Hub. Compare our partner support plans. “ Bringing Unified Support onboard was pivotal in accelerating our journey. 2. For Severity A issues the SLA is 30 minutes for on Premise cases and 15 minutes for Azure cases (regular Premier Support Severity A SLA is 60 minutes. Severity 3 Severity 4. When you. Issue: Not applicable. 24×7 telephone support for severity 1 issues and enhanced SLAs, ensures your organization has readily available access to support when you need it most. Important: The Software Assurance 24x7 Problem Resolution Support benefit is retired as of February 1, 2023. In the site map, go to Service Management. AU$13. Per user/month. This much-needed offering extends Microsoft Premier Support and should be evaluated for mission-critical environments that require an increased level. However, there may be a period of time until services in Data Center 2 have service continuity support either by restored resources in Data Center 1, or new resources in Data Center 3. Severities A and B are not available with the Developer support plan. SLA commitments can be measured in a qualitative or quantitative way. ”. MS Unified is prepaid and cannot be applied to other Microsoft support plans. Direct communication with the client within 15 minutes of the Support Case being submitted by the client. This time, though, I've discovered a problem with this scheme: it won't work if one of the vendors never gives you a support engineer. The applicable local business hours for Support are as follows: Americas. An IT service desk, for example, typically agrees to provide technical support for a wide variety of services and. ) Maximum severity for Developer support is Severity C. Digital resources tailored to your Support needs. On the page that appears, select New SLA Item. SUBSCRIBE RSS FEEDS. As a customer with a Premier or Unified support contract, you can specify a severity for your issue, and schedule a support callback for a specific time and day. 8am (Eastern Time) Monday – 5pm Friday (Pacific Time) Limited support during holidays. comprehensive support coverage for your entire Microsoft portfolio. Designated support engineer, third-tier support, Azure Rapid Response, Premier Support for Developers, IT service management, Premier Mission Critical Support, Office 365 Engineering Direct. Navigate down to the taskbar and do a CTRL + RightClick on the Skype for Business icon. 2 The maximum severity (business impact) for Standard is “A” regardless of language. 2 Severity A is only available to customers who had signed an advanced online service agreement with 21Vianet through a sales account manager. This SLA is intended to identify the features and define the processesThe Red Hat® Enhanced Solution Support offering reduces downtime and boosts confidence through access to senior level engineers, as well as resolution and restoration SLAs—helping you stay up and running as you innovate, scale, and deploy. Technical issue support: For information about specific support plans, see the following table. Outsource all or part of the support structure. Professional support incidents can be supported 24 hours a day or during business hours until they’re resolved. You can then submit issues in two ways: On the Active issue tab, select your issue, and then select Submit to. Pricing (USD) Starts at USD16,500 per year 5. Technical Level Agreement for Premier Sponsors Customers. Public Sector: As of July 1, 2023, new public sector customers no longer have the option to purchase a Premier Support agreement. The Premier Enhanced Response SLA by default applies to the region where BMC Premier Support is contracted, however the customer may elevate the Premier Enhanced Response SLA to apply globally with additional investment. 1. 8 Business Hours. +1 4255332827. Customer Success Services (CSS) CSS Core, Advanced, and Select provide Business Hours support and 24/7/365 for Severity 1 issues only. 1. 3. You can find links to the current USSD and an archive of previous editions below. Pricing (USD) Starts at USD16,500 per year 5. The Microsoft Service Level Agreement (SLA) applies during this time. The Service Level Agreements (SLA) describe Microsoft’s commitments for uptime and connectivity for Microsoft Online Services. Service level agreement (SLA) Usually a binding commitment between a service provider and a customer. From Support for Business, select the Dynamics 365 product family followed. Catastrophic Business Impact: Complete loss of one or more primary systems or services and core business processes / business-critical work cannot reasonably continue. Worldwide Numbers. 3 Users are provided view-only access to Project for the web. 1 Professional Direct does not cover Business Central. Products. Support Tickets - Update. Enterprises worldwide are replacing Microsoft with US Cloud to save 30-50% on MS Premier/Unified support costs. So, for example, if your SLA specifies that your systems will be available 99. ”. Start using Software Assurance Benefits. Retrieve adenine faster SLA with DCG up to 10 minutes. Status Reports. Response time will be between 2 and 8 hours, depending on the severity of the incident: Severity A. You’ll also receive faster cloud support across your organization with 15-minute response for Azure Critical Business System Down (Severity 1) incidents. SLA will tell you how long this waiting period can be – ten seconds or ten minutes. CustomerSource can continue to be used to access Dynamics specific downloads. Severity 4 - A minor incident with a low impact that may include non-critical feature malfunctions or low-priority user complaints. BILLING AND SUBSCRIPTION MANAGEMENT SUPPORT. No. Within 1 hour from Initial Response, Mon-Fri. An SLA is an agreement between a client organization and a Managed Services Provider (MSP). Bare Metal Solution. Understand Superior Support Response SLA times. 8M and 7% of the next $4. Geting a faster SLA with DCG up to 10 minutes. Enjoy faster, 24/7 fanatical global Microsoft support from domestic US teams while freeing up funds to invest in innovation, create competitive advantage, and drive growth. 9%. $175,000. 1,990. Rates are graduated, so if a customer has $6M in annual Azure spend, it would be calculated as 10% of the first $1. You can create 3 types of tickets: This is a free support for every Microsoft Azure customers. As an Email Security Manager with a background as a Microsoft 365 Premier Support Engineer, I offer extensive expertise in creating and maintaining robust email security solutions to protect organizations from cyber threats. Advanced Support for Partners is ideal for partners who are growing their cloud businesses and need a higher level of service than the Microsoft Cloud Partner Program provides, while Premier Support for Partners provides comprehensive support across the entire Microsoft platform. Online case management. Get a faster SLA with DCG up at 10 minutes. 1-877-720-2040. This case is currently with the Windows team and due to high case volumes the Windows Support team is busy in clearing the backlogs. Understand Premier Support Response SLA often. Emergency support (Severity Level 1) <1 hour. This Service Level Agreement (“SLA”) is subject to the terms of the applicable Dynamic Signal Software as a Service Terms and Conditions between Dynamic Signal, Inc. For other languages and severities, local language support provided during. symptoms encountered while using Microsoft products, where there is a reasonable expectation that the problems are caused by Microsoft products. In LCS, the Support tile opens a tool that helps you manage support incidents. $9/user/month. Basic Support is included for all AWS customers and includes: Customer Service and Communities - 24x7 access to customer service, documentation, whitepapers, and AWS re:Post. Microsoft Solution Drive; Microsoft Licensing Advisory; Digital Transformation Strategy; Position 365 Security. This common operating model allows Workday to provide the high level of service reflected in our business agreements. When you have a support issue, you submit your ticket into Microsoft’s Unified Portal. For other languages and severities, support provided during local business hours. Microsoft Solution Roadmap; Microsoft Licensing Advisory; Digital Transformation Strategy; Office 365 Security Assessment; ERP Law Size Assessment;proactive support across all Microsoft technologies, Unified Enterprise helps customers reduce costs, optimize solutions, and move forward confidently. Premier; Advanced support for partners; If you do not know your unique contract ID/access ID combination, contact your Microsoft account manager to have an ID created for you. Dynamics 365 Support Options Get the support options that make sense for your changing business. US Cloud vs. 2 Hours. Providing your organization with better support, faster case resolution, and more flexibility than Microsoft Unified Support. For example, instead of mentioning “industry best AI accuracy,” it is better to specify that you will deliver “speech-to-text conversion for the. It’s All We Do. Once in the Catalog, you can browse all the different services available. In the Administer services section, choose the service you need to work in to open the management portal for the service. Admins, have your account details ready when you call. Save 30-50% with US Cloud. Helpdesk 365. To expedite your service requests, please make sure to include your. View status of services: The Service health section shows the current status of the service and details about service disruptions and outages. Severity: Description: Target Premier Response SLA: Target Production Response SLA: Target Basic Response SLA: Severity 1. If an issue does occur, get resolution quickly with escalation management. The expected wait time is indicated in the Contact support pane. Contact our team for a tailored quote based on your needs. Realize Original Support Respond SLA times. 999%, 3. Azure support plans and benefits in these plans are utilized by customers, and not transferrable. Advanced support for partners is for cloud products. The service provider can be internal (such as the legal department or IT Helpdesk) or external (such as a hosting provider, a SaaS supplier or a backup service provider). It's determined by your total licensing and cloud payments to Microsoft. 0 and later: Oracle Technical Support Policies / Standard Response Times. 2 Premium personal insights and experiences, manager and leader insights and experiences, and custom analysis tools and accelerators available with the Viva Insights or Viva suite add on license. Help Rank Agreement for Premier Support Patrons. g. The general SLA for Microsoft 365 availability is expressed as which of the following? A. Catastrophic Business Impact: Complete loss of one or more primary systems or services and core business processes / business-critical work cannot reasonably continue. As per Microsoft's. With your agreement, the support team adjusts the assigned severity if an incorrect severity level is selected.