Grow your cloud business

with Microsoft Advanced

Support for Partners

At Microsoft, we know that our success depends on yours. Thats why we strive to align our products
and services with your experiences and needs. We recently reached out to more than 1,000 born-in-thecloud partners and partners selling Microsoft Cloud Services for feedback about helping them build
their cloud practices. What we discovered was a demand for a specific niche of advanced support, costeffective and cloud-focused, that could help them deliver superior customer experiences and increase
consumption of Microsoft Cloud Services.

Advanced support for Microsoft cloud partners

Microsoft Advanced Support for Partners offers cloud support at an accessible price point that helps you be
a great ally to your customers and grow your business faster. With Advanced Support for Partners, you gain
access to a variety of cloud-focused services for Microsoft Azure, Office 365, Microsoft Dynamics CRM
Online and Microsoft Dynamics AX - delivered by Services Account Managers (SAMs) and Partner Technical
Consultants (PTCs) that help ensure your needs are met.
Valuable proactive guidance and fast-response support help you resolve your most critical cases. Well also
help you create a targeted Service Delivery Plan to optimize your cloud business and accelerate customer
sales. And with easy access to experts, best practices, and early product information, well keep you up-todate with the latest innovations, enhance your solutions, and prepare you for whats next.

The value you receive with Advanced Support for Partners

Keep your customers and your Get more out of your
business moving
relationship with Microsoft
Fast-response problem resolution
support for Azure, Office 365,
Dynamics CRM Online and Dynamics
AX lets you invest more time in your
business and customers.

Support from Services Account

Managers gives you peace of mind
and an advocate for your business
within Microsoft.

Stay in-the-know and be ready

for whats next
Early access to insights and
information helps you stay
current with the latest innovations
and prepares your business for
the future.

Overview of all Advanced Support for Partners features

Advanced Support for Partners addresses key support requirements for partners building practices on Microsoft Cloud
Services by delivering monthly support services in a remote, one-to-many, cost-effective way.

Feature

Description of services

Direct access to a team of SAMs who act as your service and

support advisors at Microsoft. SAMs deliver proactive guidance
regarding potential deployment blockers and offer support
assistance on your most critical cases with the goal of
resolving issues more quickly.

Access to Services Account

Management team

The ability to open break-fix support incidents for Microsoft

Cloud Services.

Cloud incidents
1-hour response time &
escalation management for
Severity A issues

A one hour or less response time and a commitment to the

issue until its resolved. Severity A issues can be escalated to
the SAM team.

Ability to open break-fix support tickets on behalf of your

customers at no additional cost. A case owner, allocated by
you, interfaces with your customer and our support team.
Requests for support may be submitted electronically through
the Online Services portals.

Ability to open tickets on

behalf of end-customer

A monthly summary of new releases and planned updates for

online services and programs. We will also help you set up
alerts that notify you of an online service outage and keeps
you informed until the service operation is back to normal.

Proactive communications
about outages, releases, and
programs
Top-rated technical content and
training

Recommendations of top-rated technical content and online

training published by Microsoft to help answer how to
questions on common online services and features.

We connect you to a Microsoft technical resource who

provides you with best practice and architectural guidance of
your deployment, migration, and Cloud API implementations.

Cloud Consults

Online events led by a Microsoft Technical Consultant who

presents the latest roadmap for Microsoft Cloud Services.

Roadmap webinars
Cloud optimization analysis

Regular reporting on your use of online services designed to

help you use best practices to accelerate cloud adoption and
identify growth opportunities within your customer base.

Frequency

5 hours of SAM per month

As needed
As needed fast response
time; Escalation management
limited to SAM hours
As needed

Varies

As needed
1 session per month
Varies
Monthly

Additional optional support services are available as needed depending on your specialized situation or technologies.

Take the
next step

Choose a flexible monthly subscription or save with our annual subscription when paid up-front
(local taxes apply).

$1,250 USD Monthly (6 month minimum)

$14,550 USD Annual (3% discount)

Visit http://aka.ms/buyASFPnow to purchase Advanced Support for Partners today!

Questions? Contact us at ASfPinquiries@microsoft.com!

Details about the personalized assistance your SAM team provides

Gain direct access to a team of SAMs who provide proactive guidance and support assistance for your most critical
cases as well as help identify and execute your top cloud priorities and projects. 1 The following table details the
services provided by your SAM team.

Feature

Description of services

Service introduction
Service Delivery Plan (SDP)
Microsoft Partner Network
(MPN) technical services
benefits coordination
Service reviews
Escalation management

A one-time service introduction at the commencement of the agreement, including an overview

of services and an explanation of how to select and plan the services available to you.
At the beginning of your subscription and every 12 months thereafter that the subscription is in
place, a SAM will collaborate with you to develop a customized service plan to help you execute
on your top priorities, optimize your cloud business, and accelerate you customers adoption of
online services. The SAM monitors and adjusts your SDP based on your need.
If you are participating in the MPN program, the SAM will work with you to help plan and
coordinate your MPN technical services benefits in conjunction with your Advanced Support for
Partners benefits.
A SAM prepares and conducts a monthly service review with you to summarize the services
delivered during the previous reporting period. Service reviews discuss service activities,
monitor your satisfaction levels, and discuss actions or adjustments that may be required.
Support issues that require escalation to other resources within Microsoft will be closely
managed by a SAM in partnership with you to expedite resolution.

More about the offered response times for your cloud incidents

Microsoft Advanced Support for Partners helps you resolve your critical cloud incidents, provides you with the ability to
open tickets on behalf of your customer and offers faster response times, including less than 1 hour for Severity A
incidents. The following table details severity definitions and our estimated response times. 2
Severity
A

Situation

Critical business impact:

Significant loss or degradation of services (application down)
Needs attention with 1 hour

Moderate business impact:

Moderate loss or degradation of services but work can reasonably
continue in an impaired manner
Needs attention within 2 hours

Minimum business impact:

Substantially functioning with minor or no impediments of services
Needs attention within 4 hours

Expected Microsoft Response

1 hour or less

2 hours or less

4 hours or less

Services Account Management services are provided in English only during 9.00 am and 5.00 pm Local Time, Monday to Friday, excluding weekends
and holidays. Services Account Management services are provided for Online Services; reasonable efforts will be made to provide such services for
other Microsoft products.
2
Severity A support is available in English 24/7. Support for other languages and Severity B and C incidents is provide during local business hours.
1

Optional add-ons to your subscription

Take advantage of additional support services as needed depending on your specialized situation or technologies.
These services do not expire with your active Advanced Support for Partners subscription.

Add-on package

20 additional hours of Services Account Management

Price (local taxes apply)

Additional support hours provided by your team of SAMs for problem resolution
and proactive services.

$4,000 USD

A Microsoft technical resource provides you with best practice and architectural
guidance of your deployment, migration, and Cloud API implementations.

$2,000 USD

1 additional Cloud Consult Engagement

On-Premises Support Incidents

Support available for a single or five pack of incidents. Focus on troubleshooting a

specific problem, error message, or functionality for Microsoft products.

Get
started
today!

$499 USD/1 Pack

$1,999 USD/5 Pack

Visit http://aka.ms/buyASFPnow to purchase Advanced Support for Partners today!

Questions? Contact us at ASfPinquiries@microsoft.com! We are happy to help!