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Accessing Microsoft Services Premier Support Benefits

Last Modified Friday, December 27, 2013
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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.

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In the past, Microsoft Dynamics customers on a Premier Support plan had the option to log a support incident through Microsoft Dynamics CustomerSource.  However, effective July 1, 2009, customers on Premier Support will be required to use Microsoft Premier Online to contact a support professional.  Microsoft Premier Online is a secured online resource, exclusively available to Premier Support and Essential Support customers. It provides a comprehensive repository of support and other resources to help you and your IT teams stay up-to-date and knowledgeable about the Microsoft technologies you use every day. Continue to use CustomerSource to access unlimited online training, the support  Knowledge Base, and upgrades, updates, service packs, hot fixes and tax and regulatory updates for Microsoft Dynamics.

 

Please reach out to your Microsoft Technical Account Manager for additional information on logging incidents and the additional features and benefits of  Microsoft Premier Online.


Questions

Review the FAQ below for answers to commonly asked questions about this change. If you have additional questions, please contact Premier Online Customer Service.


Frequently Asked Questionsns

Q: Why is Microsoft making this change and what are the advantages of using Microsoft Premier Online?
A: Microsoft Premier Online is a private Web site exclusively for Premier support customers worldwide. It provides a consistent entry point for all Premier incidents, as well as a wealth of information on Microsoft products via newsletter, Web casts, and downloads. CustomerSource can continue to be used to access Dynamics specific downloads, Web casts, and product information.

Q: Will partners have visibility into cases submitted by customers like they do in CustomerSource?
A: Not in an automated way. However, the Microsoft authorized partner can work with the Microsoft Technical Account Manager and/or Microsoft Dedicated Support Engineer for visibility into cases submitted by customers.

Q: Can my customers access Microsoft Premier Online from CustomerSource?
A: Yes, there is a link to Microsoft Premier Online in Step 1 of the incident submission process through CustomerSource. Your customers can also access Microsoft Premier Online directly at https://premier.microsoft.com.

Q: Can my customers search knowledge base articles from Microsoft Premier Online or do I need to use CustomerSource for that?
A: Customers can search knowledge base articles in either CustomerSource or Microsoft Premier Online. One caveat when searching in Microsoft Premier Online is there is not a product filter that includes Dynamics. If searching for ‘General Ledger Posting’ the results will return for all Dynamics products (AX, GP, SL, etc). To search by a specific Dynamics product include the product name at the front of the search, for example ‘GP General Ledger Posting’ and the results will be specific to Dynamics GP.

Q: Can Microsoft Dynamics CRM customers that receive unlimited online incidents based on their Microsoft Software Assurance benefits for Microsoft Dynamics CRM continue to log cases through h CustomerSource?
A; Yes, Microsoft Dynamics CRM customers with Microsoft Software Assurance benefits for Microsoft Dynamics CRM can continue to log cases via CustomerSource. These types of cases are not Premier Support-level cases. The Microsoft Technical Account Manager will not be notified of the case and is not available for escalation assistance. If Microsoft Dynamics CRM customers want to log a Premier Support-level incident, have their Microsoft Technical Account Manager log the case though Microsoft Premier Online. However, critical situation eligibility will need to be based on Premier Support hour availability.

Q: Is this global?
A: Yes, this change is a global.

Q: What if my customer still wants to utilize CustomerSource to log support incidents?
A: As of July 1, 2009 Premier Support-enrolled customers will need to submit all Premier Support incidents through Microsoft Premier Online. The only exception to this is if a customer, in addition to Premier Support, also has another service and support plan for Microsoft Dynamics. Examples of these types of plans include:

  • Business Ready Advantage or Business Ready Advantage Plus

  • Microsoft Software Assurance with benefits for Microsoft Dynamics CRM

Q: Do my customers have to utilize Microsoft Premier Online to access their Dedicated Support Engineer?
A: No, a Dedicated Support Engineer can be contacted directly.

Q: Does this impact Deluxe Support Services customers?
A: No, customers enrolled in Deluxe Support Services will continue to log their support incidents through CustomerSource. Microsoft Premier Online is only for Premier Support-enrolled customers.

Q: What if my customers have trouble accessing Microsoft Premier Online?
A: Your customers should contact their Microsoft Technical Account Manager. Each user that needs to access Microsoft Premier Online will need to be setup as a user by the Microsoft Technical Account Manager and will need to know their Premier Access ID. The Premier Access ID is a unique identifier tied to the Premier Support contract that lets the system know which organization the user is from.

Q: Premier Support incidents are severity based; will it take longer for technical support engineers to respond to my customers’ questions?
A: Customers will be able to select a severity level for their incidents, and based on the selection will determine the response time. The Premier Support incident severity table below highlights the expected response time as well as the expected customer response to resolve the issue in the most efficient manner.

Premier Support Incidents

Severity

Customer’s Situation

Expected
Microsoft
Response

Expected
Customer
Response

A Submission
by phone
only

Critical business impact:

  • Customer’s business has significant loss or degradation of services

  • Needs attention within 1 hour

Severity A support is not available for incidents submitted over the Web. Call (800) 936-3100 in the United States or (800) 936-7358 in Canada.

  • First call response in 1 hour or less

  • Microsoft Resources at customer site as required

  • Continuous effort all day, every day

  • Notification of Senior Managers at Microsoft

  • Allocation of appropriate resources to sustain continuous effort all day, every day

  • Rapid access and response from change control authority

  • Management notification

B

Moderate business impact:

  • Customer’s business has moderate loss or degradation of services but work can reasonably continue in an impaired manner

  • Needs attention within 2 business hours

  • First call response in 2 hours or less

  • Effort during business hours only

  • Allocation of appropriate resources to sustain business hours continuous effort

  • Access and response from change control authority within 4 business hours

C

Minimum business impact:

  • Customer’s business is substantially functioning with minor or no impediments of services

  • Needs attention within 4 business hours

  • First call response in 4 hours or less

  • Effort during business hours only

  • Accurate contact information on case owner

  • Responsive

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