At US Cloud, all Microsoft 365 Gov tickets, no matter the severity, have an IRT of 15 minutes or less, 24x7x365, with a financially backed SLA. Professional support incidents can be supported 24 hours a day or during business hours until they’re resolved. Dynamics 365 Customer Engagement (on-premises) includes two kinds of SLAs, standard and enhanced. No. For more information, see View the status of your services. Get a faster SLA about DCG up to 10 logging. Services Menu Toggle. Service Level Agreement Limitations The following will be excluded from any time-based calculations related to the service component being Unavailable:In the Support method section, select the severity of the issue. Severities A and B are not available with the Developer support plan. 50. 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. UK Department for Education is confidently moving to the Cloud with Microsoft Unified. Start by completing the New Support Request form. Microsoft is going to offer Unified Support instead of Premier Support. Google may make available to Customer pre-general availability technical support services or features, in each case, that are identified as “Preview,” “Alpha,” “Beta,” “Experimental,” or similar designation in related documentation or materials or are not yet listed in these Guidelines. An SLA is an agreement between a client organization and a Managed Services Provider (MSP). An important purpose of contract management software is to streamline administrative tasks and reduce overhead by providing a single, unified view of each. Service Floor Agreement for Premier Support Customers. Or in more plain English, Premier IRT SLA Service Level Agreement means Microsoft must respond 24×7 to Premier customers. In the United States, call 1 800 865. Service Level Agreement Template Process (Master #1) This is the general service level agreement creation process that we published back in January. Learn more about the benefits and features of Microsoft Premier Support, a comprehensive and flexible support solution for your business-critical needs. Professional Direct Support for Microsoft 365 AU$13. Based on the business hours, the timer displays the time remaining to meet the SLA or the elapsed time since the SLA failed. Designated support engineer, third-tier support, Azure Rapid Response, Premier Support for Developers, IT service management, Premier Mission Critical Support, Office 365 Engineering Direct. Let Microsoft Incident Response help before, during, and after a cybersecurity incident by removing bad actors, building resilience, and mending your defenses. Some current US Cloud Clients include: Under Armour, Thermo. Low. 24 Hours. pptx - Read-Only Author: jograves Created Date: 6/30/2020 11:24:40 AMThe three primary value-added features of Azure Rapid Response. Learn more at Help and Support and Find a Reselling Partner. Click on the button named Copy. 1 Professional Direct does not cover Business Central. To fulfill your customer support requirement, you can: Resell support from another company. Understand Top Support Response SLA times. Our SLA is up to 60% faster at all levels. 0800-1700 CST excluding US. 1. (minimum 20 users) Starts at $50,000/year3. 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. Home; Services Menu Toggle. 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 current and archived editions of the SLA are available for download and they cover Azure, Dynamics 365, Office 365, and Intune. Vendor 1 managed component was unavailable for (A + B) minutes in total. We recommend adopting the following tried-and-tested severity levels: Minor: Issues with low impact, which can usually be handled within working hours. Take advantage of competitive, tiered support for different cost scenarios, options for partner involvement, and other elements tailored to your needs. In the Microsoft Managed Desktop section, select Service requests. Get support. I received an EMAIL at Noon with questions asking about this issue. Subject: Enter a clear, succinct description of the problem. None. Trial and non-production environments. Become full stack developer 💻. Customers must have an Azure Government account to purchase an Azure Government support plan. Severities A and B are not available with the Developer support plan. Trial and non-production environments. SLA Best Practices. If you are unable to use Customer Connect to open a new support case or to escalate an existing case, please call VMware Support at 1-877-486-9273 for English language support in the U. Premier Success Plan. See Understand Premier Get Response SLA times. Procure a faster SLA equal DCG up to 10 minutes. Severities A and B are not available with the Developer support plan. Subject to review and renewal scheduled by MM/DD/YYYY. No. Level 4: Issue or question with limited business impact. Typically, the lower the severity number, the more impactful the incident. Severity - The options to specify the severity of an issue depend on your. –1-hour Sev A/2-hour Sev B/4-hour Sev C Escalation Management •For Critical Business System Down issues, resource assigned after 15. Azure Rapid Response 15 Minute SLA Effective Only During Business Hours. For other languages and severities, support provided during local business hours. Service Status page, 2. The cost of Unified Support is no longer consistent. Title: Microsoft PowerPoint - Premier Support Datasheet_121517. 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. ; Unified Support Service Level Agreement (SLA) – Initial Response Time. Microsoft Premier Support. Evaluate & Accelerate Menu Toggle. Learn about the types of Microsoft Azure support resources that are available to you. Get a faster SLA with DCG up the 10 minutes. US Cloud is the only Gartner-approved third-party Microsoft Premier/Unified Support alternative in the world that offers similar and superior support services compared to Microsoft. Some aspects of the business can continue but its a major problem. CustomerSource can continue to be used to access Dynamics specific. We provide support in nine languages: English, Spanish, French, German, Italian, Portuguese, Traditional Chinese, Korean, and Japanese. If you find a problem with a customer's. comprehensive support coverage for your entire Microsoft portfolio. Severity 4 - A minor incident with a low impact that may include non-critical feature malfunctions or low-priority user complaints. Severity A: 24*7. For the past fifteen years, I've witnessed as the quality of MS Premier Support has fallen from stellar service to something that really can no longer be called service. Auto-pause and resume of time calculation. 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. Home; Services Menu Toggle. 1. A business critical software component or a Veeam managed system is inoperable or unavailable. USD1,000 per month. Pricing (USD) Starts at USD16,500 per year 5. Published: 09 February 2009 Summary. Advisory Support • As-needed Advisory Phone Support (limited to six hours or less per incident) Technical Training • On-demand videos, hands -on labs, learning paths, and expert -led webcasts: Enhanced Solutions* • Relationship-driven, in -depth support experiences, including Support for MissionIf you're unable to resolve an issue, you can escalate it to Microsoft in the following ways: Commercial issue support: Support is available to all partners in the CSP program. Microsoft may provide limited or no technical support for SQL Server software. Phone support . Critical Severity 1: 15 min for Azure, 1 hour for all other products. In this article lets quickly check them out. Based on 24x7 in English for Severity A and B and in Japanese for severity A. For e. If response time is high, customer effort increases, and satisfaction decreases. If they don't respond within that time frame, they encourage you to rattle their cage. Microsoft Premier support is not your only option. Support API. REGISTER YOUR DEVICE AND CREATE A SUPPORT PORTAL ACCOUNT. Major: Issues causing significant impact. Response Times. MS Unified offers 1 hour response target for critical business impact (Severity A) and starts at $25,000 per year. Businesses use SLAs to govern support products that customers either receive as part of their purchase or add on to their purchase. Select the type of support you require. Service Leveling Agreement for Premier Customer My. Maybe it’s 99. Support cases are opened through a special phone number and support queue with Microsoft Customer Service and Support (CSS). I have subscribed standard support for Azure, But the response and the resolution we're getting from Microsoft is very bad and not in a professional manner. In the SLA list view page, click the Delete icon beside the SLA Name you wish to delete. No Severity A for e-mail or online submission. Business-critical dependence. Standard. New Case Form Tips. 24 hours, 7 days a week. For a detailed description of Microsoft Dynamics 365 Support benefits visit the service plan page. Contact our team for a tailored quote based on your needs. For North America, business hours are from 6:00 AM to 6:00 PM (Pacific time), Monday through Friday, excluding. Service Leveling Agreement for Premier Customer My. MonitoringBilling support. Severity C: Minimal Impact: Minimum. 24x7 Support. [3] Based on 24x7 in English for Severity A and B and in. For example, if you call their support team about an issue and wait for a response. The SLA workbook template is accessible through the workbook gallery in your Application Insights resource. Existing Premier Support. For implementations that encompass multiple cloud products (Core, Marketing Cloud, etc. 1 24x7 in English for Sev A and B and in Japanese for severity A. Security & Compliance Center D. 3 For descriptions of the elevated support options, see Additional support options. Severities A and B are not available with the Developer support plan. Escalation Management— Severity 1 Issues. Requirements: 1. Here the SLA is based on the service item, which has a common SLA for all end users. Standard Professional Direct Unified Enterprise Self-Select Your Plan Business operatingCompare our partner support plans. Skip to pleased. Understand Premier Support React SLA times. 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. Judge & Accelerate Home Toggle. In such a case, contact your support engineer to request severity update by. The pricing for Unified Support is based on a percentage of Office 365 annual costs, client software. 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. USD100 per month. There are no prorated refunds. A business critical software component or a Veeam managed system is inoperable or unavailable. 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. Severity Level 1: Encompasses any issue where a production system is down or inoperable, or critical business operations are halted. Our team can save you up to 50% off your Microsoft Unified Support Agreements and with Faster SLAs and Response Times you can have more peace of mind. In Australia, call 1 800 197 503. It is helpful to clearly explain the business impact of your issue when contacting the Support Center. Whatever the challenge, we focus on supporting the initiatives to leverage your data and the data available from potentially thousands of organizations doing business in the Data Cloud. Send a message. Evaluate & Accelerate Navigation Toggle. For other languages and severities, support provided during local business hours. PROS may mark cases as resolved if Customer’s Named Support Contact fails to respond after three inquiries from PROS Support. Understand Premier Support Request SLA times. 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. View status of services: The Service health section shows the current status of the service and details about service disruptions and outages. Digital resources tailored to your Support needs. Looking into the queue this case belongs it will take 3 to 5 days for SEV B and SEV C cases to get an engineer assigned. The general SLA for Microsoft 365 availability is expressed as which of the following? A. Requirements: 1. BILLING AND SUBSCRIPTION MANAGEMENT SUPPORT. 2 Business Days. 2 The maximum severity. This private SLA is for internal use only. Pricing (USD) Starts at USD16,500 per year 5. Home; Services Tools Toggle. Severity Level 1 Support Level 2 Support Level 3 Support (any edition with both 24x7 support and High Availability) All Customers Customers with Premier Plus Success Plan; Urgent (highest) 4 Business Hours. The New SLA Item dialog box appears. Compare our partner support plans. For more information, see compare partner support plans. 2 For non-technical support (Billing, subscription, quota, general inquiry, ICP support) of all. If you have already viewed the above references, since I haven't found other official documentation for SLA on Unified Enterprise Plan, I would like to suggest you contact your admin/IT department and let them create a support ticket via Microsoft 365 Admin Center> Support> New. Microsoft said. The vendor has the ability to respond faster than. While this severity rating system is intended to provide a broadly objective assessment of each issue, we strongly encourage. My Oracle Support provides customers with access to over a million knowledge articles and a vibrant support community of peers and Oracle experts. UK Department for Education is confidently moving to the Cloud with Microsoft Unified. Beginning July 1, 2024, Microsoft will no longer offer Premier Support agreements for renewing public sector customers. 99% B. Premier Support for Partners provides comprehensive support services for established businesses—including ISVs, managed services providers, and systems integrators—while Advanced Support for Partners is ideal for growth-minded cloud partners who need a higher level of service than the Microsoft Cloud Partner. Cloud Services Basic Support; FIND A RESELLER. The Initial Response Time (IRT) and Escalation SLAs are the central pillars of the US Cloud ticket process. 4 Hours. Service Leveling Agreement for Premier Customer My. Production system is down; or there is an emergency condition. If Customer selects a Priority Level 1 case priority, Customer shall remain accessible (continuous 24x7. (hereinafter “Check Point”). Ask the community about the Service Fabric standalone package for Windows Server in the Microsoft Q&A question page for Azure Service Fabric. Service Floor Agreement for Premier Support Customers. A single support issue is a problem that cannot be broken down into subordinate issues. Twitter B. Otherwise, Microsoft might, at its discretion, decrease the severity to level C. Log into Partner Center, using your work account. Included (priority routing for critical) Included (priority routing for all incidents) Minimum Contract Size. (minimum 20 users) Starts at $50,000/year3. Delete Service Level Agreement. Severity 1 support requires you to have dedicated resources availableOpen Support requests. Modify the details and Save the changes. 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. Enterprises worldwide are replacing Microsoft with US Cloud to save 30-50% on MS Premier/Unified support costs. Uptime (Availability) & Downtime . Resolve issues within scope of the baseline support boundaries. ; AWS Trusted Advisor - Access to core Trusted Advisor checks and guidance to provision your resources following best practices to increase performance and improve. Gain a faster SLA with DCG up to 10 minutes. Understand Premier Get Response SLA times. Crowe managed support services proactively monitor, support, and enhance your Microsoft Dynamics 365 deployment to ensure you are getting the most from your. Get a faster SLA with DCG upwards at 10 log. To simplify your support solution, DCG is offering a flexible, rapid-response alternative. Severity 1. +1 4255332827. Compare plans. 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. Premier Plus, our top tier customer success offering, assigns your organization. Azure Data Manager for Agriculture extends the Microsoft Intelligent Data Platform with industry-specific data connectors and capabilities to bring together farm data from disparate sources, enabling organizations to. Microsoft Dynamics customers who enroll in Microsoft Services Premier Support have access to complete, end-to-end vendor services for the entire Microsoft environment—from databases and desktops to servers and business applications. Learn more. 1. The fastest response time Microsoft offers: 15 minutes for critical issues. Understand Premier Support Get SLA period. Support Case Updates Severity 1. If you have free support, you're provided technical support through Stack Overflow. Service Grade Agreement with Premier Back Customers. Compare our partner support plans. You also ensure that Microsoft has your accurate contact information. Premier and Unified support options. Severity Level designation to a higher or lower level with justification for the proposal. Premier Support. The Service Level Agreements (SLA) describe Microsoft’s commitments for uptime and connectivity for Microsoft Online Services. Technical support is provided in English 24 hours a day, seven days a week. Step by Step: Microsoft Azure technical support. SUBSCRIBE RSS FEEDS. The cost of Unified Support is no longer consistent. The general SLA for Microsoft 365 availability is expressed as which of the following? A. Step 1: Register the Agreement by signing into the Volume Licensing Service Center. The most popular of these disciplines is called Problem Resolution Support (PRS). Azure Service Health helps you stay informed and take action when Azure service issues like incidents and planned maintenance affect you by providing a personalized health dashboard, customizable alerts, and expert guidance. 3. GOAL The goal of this Service Level Agreement is to define the serviceprovider’s purpose of an uncompromised level of technical service. 8M and 7% of the next. In this article lets quickly check them out. Privacy & cookies. CSS Priority, Priority Plus or TRM receive 24/7/365 for Severity 1 and Severity 2 and Business Hours for all other. Microsoft's incident severity levels can be changed during initial assessment of the incident, and as more information about the impact and scope becomes available. Cheaper. Severity 3 - A moderate incident with a moderate impact that may affect non-critical functionalities or cause inconveniences for users. You’ll also receive faster cloud support across your organization with 15-minute response for Azure Critical Business System Down (Severity 1) incidents. Service Set Agreement for Premier Support Customers. SASE Premier Support. Azure support plans and benefits in these plans are utilized by customers, and not transferrable. You can create 3 types of tickets: This is a free support for every Microsoft Azure customers. SCOPE. Get a faster SLA with DCG up at 10 minutes. Read the Statement on Safe Use and Disposal of SecurID Tokens. Catastrophic Business Impact: Complete loss of one or more primary systems or services and core business processes / business-critical work cannot reasonably continue. Basic Premier; Coverage Hours: M-F 9am-5pm 1: 24x7 (Severity 1 & 2) M-F 9am-5pm (Severity 3 &4) 1: Online documentation and knowledge base: Open University access: User Community access: Product suggestions:Microsoft Unified Support resolution times have gone through the roof in Q4 2022 leaving enterprises scrambling for alternatives. Key performance indicators (KPIs) are the metrics chosen to gauge how well a team performed against agreed standards. Prices shown here and on following pages do not include GST. Understand Premier Support Request SLA times. Admins, have your account details ready when you call. Learn more. Select your product and describe the issue. It's dependent on your Enterprise Agreement, CSP licenses, and Azure usage. Check requirements, benefit activation (Link support benefits) and then submit your New Azure technical support request or check an existing request. Severity 1. 2 Hours. Microsoft offers comprehensive support options, for on premises, cloud, and hybrid solutions. Microsoft Solution Roadmap; Microsoft Licensing Advisory; Industrial Transformation Strategy; Office 365 Security Assessment; ERP Proper Item Assessment; Project Health. 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. If you select admin support-hours support when you submit a Severity B incident, Microsoft will contact you during admin support hours only. Partners who need elevated, cloud-focused support for growing their business. Receive incoming support requests from customers. Management, uptime, QoS, and operations of Kubernetes control plane services (For example, Kubernetes control plane, API server, etcd, and. Learn more. Enter your message and select Submit. Online All-Access Subscription: 1 user licenseYou can get paid support from Microsoft that includes technical support and a range of extra service options. 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. “ Bringing Unified Support onboard was pivotal in accelerating our journey. Microsoft posted IRT for Premier Support for Microsoft 365 Gov is 60 minutes and only for critical issues (severity A). Included with any Dynamics 365 purchase. 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. Vendor 3 managed component was unavailable for (E + F) minutes in total. Same response time as Microsoft for critical incidents. Admins, have your account details ready when you call. Within 1 hour from Initial Response, Mon-Fri. Get a faster SLA with DCG up to 10 minutes. Assistance Level Deal for Premier Customer Customers. Service Level Agreement for Premier Support Clients. • Track the status of your open support requests at-a-glance and from one central location. Contact our team for a tailored quote based on your needs. For other languages and severities, support provided during local business hours. (VLSC). 16. Creates a new support ticket for Quota increase, Technical, Billing, and Subscription Management issues for the specified subscription. Entitlement: Support is available to you for registered devices with active support licenses. 15) Willingness to support end of life Microsoft. Needs immediate attention. Status Reports. 1. Procure a faster SLA equal DCG up to 10 minutes. View customer service incidents. For clarity, Response Time refers to the period of time from when a support case has been submitted by Customer and Okta’s initial response to Customer. 99. From learning what an SLA is to why you need one, and what goes in an SLA to the different types of SLAs available, you learned about the incredible usefulness of SLAs without the high-level, confusing baloney. A great MSP helps you define your service expectations. Azure demo and live Q&A. The “Payment and Billing” page will show amounts payable including GST (if applicable) before you purchase. This API allows you to update the severity level, ticket status, and your contact information in the support ticket. The Service Level Agreements (SLA) describe Microsoft’s commitments for uptime and connectivity for Microsoft Online Services. Service Select Contractual for Premier Support Customers. 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. Production system is down; or there is an emergency condition. ;Unified Support Service Level Agreement (SLA) – Initial Response Time. Included for all Azure customers. USD 1,000 per month. For your concern, SLA is the agreement that Microsoft promises to achieve and maintain the service levels for each service. Premier, Professional Direct, Standard, and Developer only. a slight drop in application performance). You can then submit issues in two ways: On the Active issue tab, select your issue, and then select Submit to. Save 50% on Costs and Get adenine 15 Minute Response - Guaranteed Microsoft Prime Support SLA Understand Microsoft's SLA for Unified and Premier Support. Leverage Definity First's Tier 3 Support to maximize the value of your software investments, minimize risks, and minimize downtime for your business. Compare plans. In Australia, call 1 800 197 503. Professional Direct support. Admins, have your account details ready when you call. Emergency support (Severity Level 1) <1 hour. Level 3: Application issue that has a moderate impact to the business. Microsoft Services Premier Support “Because of the help we received from Premier Support, we are no longer running from one crisis to the next. From the SLA list view page, click the Edit icon beside the SLA Name to be edited. Severity: Description: Target Premier Response SLA: Target Production Response SLA: Target Basic Response SLA: Severity 1. Response time will be between 2 and 8 hours, depending on the severity of the incident. Billing support is provided in English from 9 AM to 5 PM (9 AM to 6 PM in Australia), Monday-Friday. Standard Professional Direct Unified Enterprise Self-Select Your Plan Business operating Compare our partner support plans. Severity Level in SR Overview Of SLA In Oracle Cloud. If it is a Break Fix issue then select Problem Resolution Hourly, if issue is a question or proactive is nature, then select Support Assistance (see Fig. Catastrophic Business Impact: Complete loss of one or more primary systems or services and core business processes / business-critical work cannot reasonably continue. Pricing (USD) Starts at USD16,500 per year 5. In this blog, we provide recommendations on agent usage for various monitoring requirements of SCOM users. Okta may reduce case priority to a lower Priority Level at its discretion. As per Microsoft's. 1. We are able to offer you personalized support from a team that has a deeper understanding of your business and system. $50,000. All Microsoft support staff are domestic US persons (per ITAR 120. Based on 24x7 in English for Severity A and B and in Japanese for severity A. Over 250 Microsoft Support clients have made the switch to US Cloud in just the last 18 months alone. For example, the public SLA may state that all tickets will receive a response within 6 hours, but the private SLA requires a 4 hour response. App Engine. Severity 5. adobe. 6. Microsoft provides all day, every day support in English for all Severity A issues and might provide all day, every day assistance for issues of other severity based. It's dependent on your Enterprise Agreement, CSP licenses, and Azure usage. This change applies to all Azure Standard support customers (not applicable to Azure Germany), regardless of how you acquired your Azure Standard support. Business Assist for Microsoft 365 Get the most out of your Microsoft 365 subscription with expert advice and support from small business advisors. That’s why Azure Service Health provides official incident reports and root cause analyses (RCAs) from Microsoft. 1. protection. Evaluate & Accelerate Menu Switching. Featured topics Microsoft 365 training. Power BI benefits for Microsoft Premier or Unified support contracts. Severity 4. Contact our team for a tailored quote based on your needs. Within 1 hour from Initial Response, Mon-Fri. The SLA’s primary purpose is to define the level. 1 24x7 in English for Sev A and B and in Japanese for severity A. Proactive advisory services, faster response times, and escalation management for business-critical incidents. Premium Support. 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. • Definition: Non-system issues and requests such as Named Support Contact (NSC) changes, SLA report and/or general Service inquiries. Pricing (USD) Starts at USD16,500 per year 5. Definity First. See the product support details page for product-specific variances in support (if any). SLA commitments can be measured in a qualitative or quantitative way. Severity 5 - A low-level deficiency with a very low impact. Instead, we have turned IT into a strategic asset for the company, saving 120 hours of. 2 The maximum severity (business impact) for Standard is “A” regardless of language. With your agreement, the support team adjusts the assigned severity if an incorrect severity level is selected. Can’t access your account? Terms of use Privacy & cookies. not sure what's going on. Support policy. Target initial response time <4 hours. To view details about a support request to view details, including its severity and any messages associated with the request, select it from the list. Support cases are opened through a special phone number and support queue with Microsoft Customer Service and Support (CSS). ), developer support will only be available for those products covered by a Premier, Premier Plus, or Signature Support.