Securing Windows 2000 Server Support Plan

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1 Microsoft Solutions for Security Securing Windows 2000 Server Support Plan Abstract This guide provides documentation on the utilization of solution support packages.

2 2002 Microsoft Corporation. All rights reserved. The information contained in this document represents the current view of Microsoft Corporation on the issues discussed as of the date of publication. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information presented after the date of publication. This is preliminary documentation and is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESSED OR IMPLIED, IN THIS DOCUMENT. Complying with all applicable copyright laws is the responsibility of the user. Without limiting the rights under copyright, no part of this document may be reproduced, stored in or introduced into a retrieval system, or transmitted in any form or by any means (electronic, mechanical, photocopying, recording, or otherwise), or for any purpose, without the express written permission of Microsoft Corporation. Microsoft may have patents, patent applications, trademarks, copyrights, or other intellectual property rights covering subject matter in this document. Except as expressly provided in any written license agreement from Microsoft, the furnishing of this document does not give you any license to these patents, trademarks, copyrights, or other intellectual property Microsoft Corporation. All rights reserved. Microsoft, Windows, and Windows NT are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. Other product and company names mentioned herein may be the trademarks of their respective owners. Microsoft Corporation One Microsoft Way Redmond, WA USA 00x01

3 Contents Introduction...1 Audience...1 Document Expectations...1 Support Delivery Model...2 Professional Support...2 Problem Resolution Services...2 Advisory Services...2 Premier Support...3 Custom Solution Support Through the GSSC...3 Support Activities...4 Status Reports...4 Problem Reporting...4 Service Level Metrics...4 Business Hours x7 Hours...4 Escalation...5 Escalation Triggers...5 Advisory Services...5 iii

4

5 Introduction Audience The audience for this document is delivery teams who are implementing the Securing Windows 2000 Server solution and customers who are supporting and maintaining the solution. Document Expectations The document is designed to provide information about how the software components in the solution are supported, including escalation paths, support offerings and resources, and support levels. Support Plan 1

6 Support Delivery Model Solution customers have three available options for support available on contract depending on their needs and budget: Professional Support Premier Support Custom Solution Support Through the Global Solutions Support Center (GSSC) In addition to these, support is also available directly from Microsoft or through Microsoft Gold Certified partners. Professional Support Microsoft s paid Professional Support provides a full range of technical expertise to help you with your support problems or questions, and is categorized into two areas: Problem Resolution Services Microsoft Problem Resolution Services provides assistance for problems with specific symptoms encountered while using a Microsoft product. Problem Resolution Services are delivered on an incident basis. A Problem Resolution incident is defined as a single support issue and the reasonable effort needed to resolve it. A single support issue is a problem that cannot be broken down into subordinate issues. The Professional support line can be reached at the following numbers: Table 1: Professional Support Phone Numbers Professional Support Phone Number Developers (800) IT Professionals (800) Partners (resellers/consultants) (888) Microsoft Certified Partners (888) Original Equipment Manufacturers (800) System Builders (888) If you are working outside of the United States, please refer to for support. 1. Advisory Services Microsoft Advisory Services is a remotely-delivered, consultative support option that adds the element of proactive support, providing a comprehensive result beyond your break-fix product maintenance needs. Microsoft Advisory Services provides short-term advice and guidance for problems not covered by Problem Resolution Service, as well as requests for consultative assistance for design, development, and deployment issues. Advisory Services can be reached at: (800) Additional information can be found at:

7 Premier Support Microsoft Premier Support for the Enterprise is designed to help large enterprise customers successfully develop, deploy, and manage business systems built around a broad range of high-quality Microsoft solutions for the server and the desktop. You receive a proactive account managed relationship, personalized technical services, and fast, expert resolution of technical issues for all Microsoft products, any time of the day or night. Premier Support provides a comprehensive suite of services focusing on four key areas of customer needs: Account Management Personal account management and advocacy within Microsoft to ensure that Premier Support meets the unique needs of your enterprise. Proactive Services Planning and skills transfer services aimed at reducing systems management and support costs by helping to prevent problems before they happen. Premier Online Support Extensive information services to ensure that your staff remains current on technology issues and products. Responsive Services Fast, accurate solutions to operational problems, around the clock. For more information, contact your Microsoft account representative, or call Microsoft Enterprise Support Sales at (800) in the United States, or (877) in Canada. Custom Solution Support Through the GSSC The GSSC provides support for custom developed solutions on the Microsoft Platform. This capability allows Microsoft to offer comprehensive solutions support for the Microsoft Management Solution. The GSSC will staff Support Professionals to participate in the deployment of the application to provide full lifecycle support of the application once it enters production. Support services will include scalability and load testing, application documentation, source code capture, and quick-fix engineering (QFE). Support Plan 3

8 Support Activities Status Reports With a Premier agreement, customers will receive status reports that detail the contract utilization. Details include hours used, onsite visits used, and a list of support incidents opened. For each incident the report will specify the number of hours used, the type of problem, and the time to resolution. Problem Reporting The customer will initiate contact with support via a telephone call or a Web request using the contact information provided in the support package description. Customers purchasing a support package will receive a unique ID used to contact support. This unique ID ensures that the service request is routed to the appropriate support team that is familiar and trained on each of the released Microsoft products that comprise the solution. All paths will result in the creation of an incident (SRX#) that will be provided to the customer. All incidents will be deducted from the customer support package. If the root cause of the problem is determined to be a bug, the incident will be refunded. Service Level Metrics With a Premier Support agreement and/or a GSSC agreement, service level metrics specify the maximum amount of time within which a customer will be contacted by a support representative after opening an incident. Initial response goals will be the same for all support package levels but will vary by severity. Business Hours Initial Technical response by severity: Severity A One business hour Severity B Two business hours Severity C Four business hours 24x7 Hours 24x7 solution support is defined as the hours between 6 P.M. and 6 A.M Pacific Standard Time (PST) Monday through Friday, and all day Saturdays, Sundays, and holidays. During the 24x7 hours, the Technical Routers will be calling/paging the appropriate on-call engineers or negotiating call backs for the next business day and dispatching the cases to the appropriate queue. Customers will be offered technical assistance via a page first; if they choose to wait until the next business day, then the Technical Router will dispatch the case to the appropriate queue.

9 Escalation If the support professional is unable to determine the root cause of the problem in a timely manner (see following section on escalation triggers), the incident may be escalated to Microsoft Solution Integration Engineering (SIE). SIE will perform more detailed analyses of the issue to determine root cause and then advise the customer, support team, and/or the Critical Problem Resolution (CPR) team on further action as appropriate. The SIE support professional will be responsible for isolating and reproducing the problem. Due to the complex nature of the issue, it is likely that multiple support professionals will be brought in at this juncture to work on the problem in a team environment. The standard Developer Support process for escalation will be used for any problems discovered with the underlying Microsoft products. Escalation Triggers During the normal course of supporting Microsoft products, various checkpoints will be established to ensure timely resolution of the incident. Triggers will be set based on time (both hours worked and days since incident creation) and severity. Ones with high severity (business-down) issues will have escalations expedited. Triggers will be used to protect the customer from extended case times. The faster an incident reaches the appropriate escalation level, the faster the resolution delivery time. The specific escalation path will be determined by the owning support professional, technical lead, team manager, and account manager. Advisory Services In addition to traditional break-fix support, the Premier and GSSC Custom support packages include advisory services. The Advisory Service provides short-term, proactive assistance for specific design, development, or deployment issues. Advisory service engagements are focused on specific tasks within a development or deployment project and are delivered remotely from Microsoft offices throughout the world. Support Plan 5

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