Technical information

Reviewer’s Guide Microsoft Windows NT Workstation 3.51 19
Support Plan Price/Program Components Features
Premier Global
• $225,000 Base Price
• 10 contacts located anywhere in the world, unlimited
support incidents
• Additional contacts: $10,000/year
• Designated Premier Global Support Team
• Single contract for global services
• Globally coordinated proactive account services/ support
planning and review
• Unlimited access to support services for named contacts
• 24x7, 800 toll free access where available worldwide
• TechNet subscription and full access to on-line support
• Access to Microsoft Knowledgebase via Tech Net,
MSDN, Microsoft OnLine, CompuServe, Internet,
America Online, Prodigy and GEnie
• Regional Support Centers provide 24x7 mission critical
support worldwide
• Mission Critical, Server Down Support
• Remote Diagnostics
• Problem replication labs
• Defined response times for varying severity levels
• Standard escalation path for all technical issues
• Quick Fix Engineering Policy evaluates and
addresses product problems between regular
product release cycles (Hotfixes and Service Packs
to customers)
• Product resource kit available for [product name]
via TechNet, Internet, CompuServe and GEnie
• Documented Buglist and Fixlists
• Proactive notification of new technical articles of
interest as uniquely defined by the customer.
Premier
• $25,000 year flat fee includes 150 support incidents/year
• Additional 10 pack of incidents, $1,500
• Designated Premier Support Team
• Proactive account services/support planning and review
• 24x7, 800 toll free access
• TechNet subscription and full access to on-line support
• Access to Microsoft Knowledgebase via Tech Net,
MSDN, Microsoft OnLine, CompuServe, Internet,
America Online, Prodigy and GEnie
• Same as Premier Global
Priority
Comprehensive
• $3,995/year including 35 incidents/year
• $1,500/10-pack of incidents
• $150/incident
• Priority access to support queues
• 24x7 access
• 800 toll-free access
• (annual contract only) Access to Microsoft
Knowledgebase via MSDN, Microsoft OnLine,
CompuServe, Internet, America On-line, Prodigy and
GE On-line
• Same as Premier Global
Microsoft Authorized Support Centers (ASC)
Microsoft’s ASCs are specially trained and certified on Microsoft products and are selected for their ability to provide a broad
range of mission-critical support options. Customers can choose to work with the ASC as a single point-of-contact or they can
combine ASC services, Microsoft services, other Microsoft partners and/or in-house staffing. ASCs are provided with high-level