A designated service delivery manager committed to improving your Dynamics 365 experience. CustomerSource can continue to be used to access Dynamics specific. Open a service request in the Microsoft 365 admin center. 1 Professional Direct does not cover Business Central. SSDs provide higher throughput compared to traditional hard drives. Our world-class support team can help solve problems and resolve issues. Support Microsoft Online Services TechCenter. You can contact Microsoft Support to increase the limit, if needed. Explore Microsoft 365 support options for business and enterprise and get fast help and personalized support from Microsoft experts. Lenovo Premier Support. Warranty claims including parts and labor 2. Gain greater visibility and more control over your support requests by managing them in one central location. Software and machine learning that automates updates, problem detection, problem. 6% of Office 365 and client software annual costs and 8% of other software and online services annual cost. Microsoft Premier or Uniied but at a reduced price – often up to 50% less. Contact support. For other languages and severities, support provided during local business hours. Find how-to articles, videos, and training for Microsoft Copilot, Microsoft 365, Windows, Surface, and more. In the United States, call 1 800 865 9408. Dynamics 365 Products Customer data platform. Microsoft guarantees that Azure App Service will be available 99. Premier Support Service Level Agreement (SLA) – Initial Response Time. Corporate Social Responsibility & Community. Billing support is provided in English from 9 AM to 5 PM (9 AM to 6 PM in Australia), Monday-Friday. Along with each of our cloud Premium and Enterprise products, we include a Service Level Agreement (SLA). The following table defines the severity levels and the targeted initial response time for Standard Support, 24x7 Support, and Premier Support. If you're the business owner or administrator of the org, you can also contact us through the Microsoft 365 admin center. Get a quote. A Standard support plan is included in an Azure free account. Prices shown here and on following pages do not include GST. Beginning July 1, 2022, Microsoft will no longer offer Premier Support agreements for renewing customers. As businesses rely more on technology and software, the importance of having a Service Level Agreement (SLA) in place has become paramount. Premier Support - Monday-Friday, 9AM - 6PM JST (24 hours a day, 7 days a week for Severity 1 and Severity 2 Issues) Standard Support - Monday-Friday, 9AM - 5PM JST (for Severity 1 Issues) Region or Country Toll Free Phone Number Available Languages; Japan: 0120-733-251: JapaneseCall 18552700615. Understand Microsoft’s SLA for Unified and Premier Support. Microsoft said. You can use the instructions provided in this document combined with performance best practices applicable to technologies used by. If you have a Unified or Premier Support contract today, Microsoft will reach out to you as part of your support renewal to discuss your specific. Get alerted on important updates to your support requests and upcoming workshops you’ve enrolled in with push notifications. protection. Please renew. Get a faster SLA with DCG up to 10 minutes. Microsoft has a new program to provide technical support to organizations called "Microsoft Unified Support. US Cloud Premier/Unified Support has you covered. Support for Business. Microsoft Solution Roadmap; Microsoft Licensing Advisory; Digital Transformation Strategy; Office 365 Technical Ratings; ERP Right Size Assessment; Project Health Assessment; Business Enablement Menu Toggle. Microsoft Enterprise Support. Digital resources tailored to your Support needs. Save 30-50% with US Cloud. 999% uptime, you can count on us!) A powerful way to collect, process, and deliver events in near real-time to your endpoints. The Microsoft Services Agreement is an agreement between you and Microsoft (or one of its affiliates) that governs your use of Microsoft consumer online products and services. The Services Hub Customer Activity page gives you the ability to directly self-serve on Services Hub to understand what you have purchased and had delivered against your current support agreement (s), without needing your CSAM to manually generate your Customer Proof of Delivery (CPOD) report. Coordinated within your broader Premier Support engagement, Dedicated Support Engineering provides a relationship-based solution to your most business critical technology operations. An incident is defined as a single support issue and the reasonable effort that is required to resolve it. Support for success actions. Although traditional SLAs define service expectations between vendors and customers, they may also be employed between departments within the same organization. We at Microsoft understand that IT is an important part of your business investment. Compare our partner support plans. Learn more. How Microsoft Support and Professional Services protect against a personal data breach and how Microsoft responds and notifies you if. Standard Support Premier Service; Time Coverage: 24×7: Standard Support + 8×5 Designated L2 TAC Engineer: Email-based Support : Phone-based Support : First Response Time* 60 minutes: 30 minutes: Access to Major, Minor, and Service Releases : Access to Documentation : Software Upgrade and Patches : RCA for Critical Outages. Premier Mission Critical builds on the Premier offering by providing customers personalized support and expertise from the SQL Server product team to expedite relief, recover application availability and provide guidance for future remediation through a dedicated team familiar with the customer environment. Local language support varies by country or region. Microsoft Find Roadmap; Microsoft Licensing Advisory; Digital Change Strategy; Secretary 365 Security. Enterprise Agreement. Click here to browse all stories. As a specific Unified Support category, Azure seems to be the most aggressive in terms of support costs, coming in at 10. In this article. Production workload environments. Important! Selecting a language below will dynamically change the complete page content to that language. Learn more at Help and Support and Find a Reselling Partner. There was a problem executing your request. 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. In the Support menu, choose New Support Request. Premiere support covers all Microsoft products, not just Azure. Compare Microsoft Premier Support to Unified Support. Compare Microsoft Premier Support to MS Unified Support features and cost. com. US Cloud offers a 150 hour DSE minimum and 30-50% support savings for all Microsoft technologies. The current and archived editions of the SLA are available for download and they cover Azure, Dynamics 365, Office 365, and Intune. Here's what you need to know about these. Resolve issues within scope of the baseline support boundaries. Get a faster SLA with DCG upwards at 10 log. Get one fast SLA use DCG up until 10 minutes. The agreement may involve separate organizations or different teams within one organization. Your Support subscription has expired. Gain a faster SLA with DCG up to 10 minutes. Maak uzelf vertrouwd met de beschrijvingen van de diensten die u aanschaft, met inbegrip van eventuele vereisten, uitsluitingen, beperkingen en uw verantwoordelijkheden. Education. The initial response time guaranteed by the SLA is dependent on the priority level of the ticket. You need a support plan for technical support. Minimum Contract. SLA – Service Level Agreements are not offered by Microsoft. Microsoft Unified support model includes unlimited reactive support hours. Understand Premium Assist Response SLA times. That. PRICE. Platform. View Partner Center service health. Or in more plain English, Premier IRT SLA Service Level Agreement means Microsoft must respond 24×7 to Premier customers. Read the top 5 differences and how to save 30-50%. Service Level Agreement for Premier Support Customers. Per your description, your company has already opened a premier support ticket. Privacy & cookies. Support cases are opened through a special phone number and support queue with Microsoft Customer Service and Support (CSS). In LCS, the Support tile opens a tool that helps you manage support incidents. Designated support engineer, third-tier support, Azure Rapid Response, Premier Support for Developers, IT service management, Premier Mission Critical Support, Office 365 Engineering Direct. Service Floor Agreement for Premier Support Customers. Understand Superior Support Response SLA times. If you wanted to get a minimum of 200 hours of Microsoft premier support account management services, you would need to pay $50,000 for uncleared resources or $53,000 for security cleared resources. In plain English, the Microsoft Premier Support SLA Service Level Agreement violation is. It's free to sign up and bid on jobs. 95/mo*. When I received the email from Microsoft, it said a 4 hour callback. Included (priority routing for critical) Included (priority routing for all incidents) Minimum Contract Size. Our support professionals are fully committed to ensuring we match your requirements and support your business goals through Premier Support’s comprehensive suiteAccepted answer. That is why Premier Support is tailored to Gain greater visibility and more control over your support requests by managing them in one central location. While on the phone, I was promised a 2 hour callback from the call router at Microsoft. Download the Premier Support Catalogue and read here how you can access technical expertise, proactive services, and enhanced solutions from Microsoft. Technical support for ISVs. 2 Enterprise plans include 24/7 phone support from Microsoft for all issues. Automatic updates to your agreement as you add products. You have a Premier or Unified Support contract. Service Select Contractual for Premier Support Customers. Unified Support Performance Plan. ( Urgent and High tickets ). Given the increased certification and accreditation of the infrastructure, there are some feature differences between the general commercial Office 365 offerings and those available in GCC High. Service Provider Licensing Agreement (SPLA) Resources Collection. These environments can. There are three levels – Core, Advanced, Performance – which have a minimum contract size of $25,000, $50,000, and $175,000. If Customer’s volume licensing agreement is a Microsoft Business Agreement version dated prior to September 2007 or otherwise does not include terms for Professional Services, and Customer has not signed any other master-level Microsoft Services agreement, these Product Terms will apply to any Professional Services purchased and used by Customer. Premier Support, engineers, and sales professionals working across 191 countries, supporting 46 different languages, managing several million engagements per month, and engaging in customer. 1800-88-5266 option #1. Designated support engineer, third-tier support, Azure Rapid Response, Premier Support for Developers, IT service management, Premier Mission Critical Support, Office 365 Engineering Direct. Billing support is provided in English from 9 AM to 5 PM (9 AM to 6 PM in Australia), Monday-Friday. An important purpose of contract. Being able to forecast the cost of your Microsoft Premier/Unified Support gives you a degree of safety for future planning. Power BI benefits for Microsoft Premier or Unified support contracts. 15. Ask questions. See the Microsoft Unified Support vs Premier Support comparison chart for full details. The Help + support panel opens and displays workspace-specific links to relevant Partner Center documentation. I opened a ticket at 8:45 AM on Friday, 9/17/21. Easily create and manage support requests for your Microsoft cloud and on-premises technologies. Or in more plain English, Unified IRT SLA Service Level Agreement means Microsoft must respond 24×7 to Unified customers. 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. You can get paid support from Microsoft that includes technical support and a range of extra service options. This much-needed offering extends Microsoft Premier Support and should be evaluated for mission-critical environments that require an increased level of incident response, access to resources and accountability. Describe the severity of the issue and level of support required. II. 0 and later: Oracle Technical Support Policies / Standard Response Times. Items is a kritische partial of any technology vendor contract. $29 per month. Create and manage support requests for Microsoft Azure and Azure Dev Ops Services, including technical and billing help. Verstehen Premier Support Response SLA times. Cost. Designated support engineer, third-tier support, Azure Rapid Response, Premier Support for Developers, IT service management, Premier Mission Critical Support, Office 365 Engineering Direct. Once in the Catalog, you can browse all the different services available. Gain greater visibility and more control over your support requests by managing them in one central location. This is the threshold at which you will change the incidents' SLA status to Warning. The TAM orchestrates reactive and proactive support offerings related to an organization’s operation and optimization of their IT infrastructure, Office 365 adoption, Azure Integration, and overall business objectives through quality Service. Microsoft Premier support: An enterprise-grade approach to support, with account management, the option for on-site support, and services such as training and. Microsoft Office Go-To-Market 365 Success Story Single Cell Nurtures Target Market “With the Nurture. In today’s world, mature support-aware business buyers like yourself put great value on increased availability and performance of their IT operations. Compare our partner support plans. Currently, Microsoft does not have an early termination charge, however, this is subject to change and termination charges may be charged in the future. Unified offers a 30-minute response time “target” for. Enterprises worldwide are replacing Microsoft with US Cloud to save 30-50% on MS Premier/Unified support costs. Service Level Agreements (SLAs) are a crucial part of any business relationship between a client and a service provider. Included (priority routing for critical) Included (priority routing for all incidents) Minimum Contract Size. This effectively amounts to an “Azure tax” and nullifies any price discounting the end user may have negotiated. $25,000. Service Level Agreement for Premier Support Customers. Premiere Support Services is an integral part of optimum data center performance and is: Fast: Premier Support consultants are skilled in the latest hardware, software, and advanced troubleshooting to help maintain smooth data center operations so that your business-critical systems experience maximized uptime. Support scope. 1 Professional Direct does not cover Business Central. Contact our team for a tailored quote based on your needs. Delivered through unique environments that meet the most stringent of compliance requirements, Microsoft 365 Government is a. You can then submit issues in two ways: On the Active issue tab, select your issue, and then select Submit to. In the United States, call 1 800 865 9408. Dynamics 365 Support Options Get the support options that make sense for your changing business. A minimum of five years Mainstream Support. Billing support is provided in English from 9 AM to 5 PM (9 AM to 6 PM in Australia), Monday-Friday. 6 or 8% of Annual Software Spend. $25,000. Retrieve adenine faster SLA with DCG up to 10 minutes. The Unified Support program is designed for cloud services customer needs, providing as fast as 30 minute responses for critical incidents. Our SLA is up to 60% faster at all levels. Learn how Premier Support for Partners offers complete, end-to-end managed support across the full Microsoft platform to help you grow your business and meet your customers' needs. 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. pdf. 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. From the Power Platform admin center, select Help + support from the left navigation pane and then New support request from the top navigation. Learn more. If considering an Independent Third-Party Microsoft Software Support Provider as an alternative to MS Premier/Unified Enterprise, make sure to verify their ability to escalate quickly to Microsoft for high-severity tickets, require contractual SLA’s for response times and escalations, and ask about support engineer credentials and ITAR 120. I immediately replied with all of the. These points should help you better prepare for your renewal and avoid any surprises or lurking gotchas for your enterprise. Microsoft Unified – Azure Support Costs. Technical Level Agreement for Premier Sponsors Customers. Learn about Premier Support. After customer business hours, all first-level support is in English only. To simplify your support solution, DCG is offering a flexible, rapid-response alternative. Build your team's knowledge. Support for billing and subscription management-related issues as well as technical break-fix issues is available at all support levels. 1. Geting a faster SLA with DCG up to 10 minutes. If you have a Unified or Premier Support plan, please contact your Incident Manager or Customer Success Account Manager (CSAM). 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. Technical Account Managers perform many important support functions and are the liaison between Microsoft and large customers' IT departments. 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. Aug 25, 2021, 10:54 AM. Skip to main content. Save 30-50% with US Cloud. The Premier Support multi-year product support program, which offers services on a metered basis. Devices for education. For all other supported languages, support is available during local business. These rights are restricted for use only with the Project for the web. From the Lifecycle Services portal, choose a project, select Support from the option list, and then select Submit an incident. We at Microsoft understand that IT is an important part of your business investment. When you have problems with a Microsoft service or Partner Center, escalate the issue to Microsoft and track the issue until it's resolved. Experienced employees are competent and serious, all our tickets are done on time and provided a needed solution. Thanks for your query in this community. Here are the highlights of the 27-page Microsoft Unified (formerly Premier) Support Agreement. Premier Support is now for Partners only. Business-critical dependence. Support & Solutions. Microsoft Enterprise Support. 3 Users are provided view-only access to Project for the web. com, Xbox. But Just FYI - Microsoft Premier Support End of Sale date As of July 1, 2021, Microsoft will no longer enter into Premier Support agreements for new customers. Billing support is provided in English from 9 AM to 5 PM (9 AM to 6 PM in Australia), Monday-Friday. 50. With Microsoft Premier or Unified contract support, you also get the following benefits:Receive incoming support requests from customers. 2 – Can Your Microsoft Partner Assess your Infrastructure?If you have an existing technical support case and wish to escalate, please click here for our guide on how to escalate a support case on Customer Connect. Maximize uptime and mitigate risks with on-demand assessments that give you control of your IT health. For example, instead of mentioning “industry best AI accuracy,” it is better to specify that you will deliver “speech-to-text conversion for the. To simplify your support solution, DCG is offering a flexible, rapid-response alternative. Explore Microsoft 365 support options for business and enterprise and get fast help and personalized support. Designated support engineer, third-tier support, Azure Rapid Response, Premier Support for Developers, IT service management, Premier Mission Critical Support, Office 365 Engineering Direct. High throughput. You can purchase your Services in one or more billing formats. To submit issues directly to Microsoft, select the Support tile in your LCS project. Included (priority routing for critical) Included (priority routing for all incidents) Minimum Contract Size. View support requests. Go to admin. 2 Premium personal insights and experiences, manager and leader insights and experiences, and custom analysis tools and accelerators available with the Viva Insights or Viva suite add on license. 16. If you get a drop-down list, select the one closest to your question, or continue typing your question, then press Enter. From Support for Business, select the Dynamics 365 product family followed. Skip to contented. . Professional Direct support. Get adenine faster SLA with DCG up toward 10 minutes. Download Microsoft Edge More info about Internet Explorer and Microsoft Edge Table of contents. If you have a non-Unified/Premier Support plan, please verify the plan is active. Learn more. For more information on holidays GitHub Premium Support observes, see the holiday schedule at "About GitHub Support. Type a question or keyword into the text box. Access over a thousand learning titles so you can build your knowledge on the latest Microsoft technology from wherever you are. With over 20+ solutions, Enhanced Solutions help to remove technical blockers and accelerate cloud consumption, ensuring long-term success in your digital transformation. Auto-pause and resume of time calculation. Prioritized escalation and access to Azure Operations and. Get support. Pricing (USD) Starts at USD16,500 per year 5. Problem Resolution Support is available 24 hours a day, 7 days a week. Service Level Agreement for Premier Support Level If Customer is receiving the Premier Support Level, target availability for the Snowflake Service is ninety-nine and nine tenths percent (99. Unified Support DSE rates are $315 per hour. Microsoft Enterprise Support. If Microsoft does not achieve and maintain the service levels for each service as described in the Service Level Agreement, then you might be eligible for a credit towards a portion of your monthly service fees. Take advantage of competitive, tiered support for different cost scenarios, options for partner involvement, and other elements tailored to your needs. Enter the “Issue Title” and describe the issue with as much detail (Fig. The Microsoft Advanced Support for Partners (ASfP) services offering was. See if Unified's all-inclusive & 30-50% price increase is worth it. Get adenine faster SLA with DCG up toward 10 minutes. Self-managed Premium and Ultimate may also receive: Support for Scaled Architecture: A Support Engineer will work with your technical team around any issues encountered after an implementation of a scaled architecture is completed in cooperation with our Customer Success team. Service Level Agreement for Premier Support Customers. For Services billed monthly, you may terminate this Agreement for those Services at any time. Business Assist. A: Microsoft Premier Online is a private Web site exclusively for Premier support customers worldwide. Data is stored on solid-state drives (SSDs) which are optimized for low latency. Advisory, escalation and. Maintenance and Incident Notification Process. Contact Microsoft through chat or over the phone. “ Bringing Unified Support onboard was pivotal in accelerating our journey. Technical support is provided in English 24 hours a day, 7 days a week. Title: Microsoft PowerPoint - Premier Support Datasheet_121517. Applies to: ️ Linux VMs ️ Windows VMs ️ Flexible scale sets ️ Uniform scale sets This article provides guidelines for building high-performance applications by using Azure premium storage. SLA. Our Professional Services team includes more than 21,000+ total consultants, Digital Advisors, Premier Support, engineers, and sales professionals working across 191 countries, supporting 46 different languages, managing several million engagements per month, and engaging in customer and partner interactions through on-premise, phone, web. Service Floor Agreement for Premier Support Customers. Get Premier support. Help for admins of small businesses. Microsoft Solution Roadmap; Microsoft Licensing Consultant; Digital Transformation Strategy; Offices 365 Security Assessment; ERP. Production workload environments. Phone support . Evaluate & Accelerate Menu Switching. Adobe posts notices regarding maintenance and other outages at status. If you needed dedicated support engineering, you would have to. Goal. Microsoft is going to offer Unified Support instead of Premier Support. Variable throughput. BILLING AND SUBSCRIPTION MANAGEMENT SUPPORT. Premier Support. Easily find what you're looking for with the Search bar at the top or the Filters on the left. Premium. This contract is for Microsoft Premier Support and other Microsoft Premier services only. $50,000. AU$13. Starting February 24, the legacy Basic (no-charge) and Premium (pay-per-incident) support options for Azure DevOps Services will be retired, and support for our cloud-based Azure DevOps Services will be offered through Azure support plans instead. App Engine. Per-hour pricing based on consumption. Unified Support Advanced Plan. Tour The SQL Enterprise Hosting Service provides central dedicated shared Microsoft SQL Servants on the Windowpane Server platform. Find solutions to common problems, or get help from a support agent. 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. The current and archived editions of the SLA are available for download and they cover Azure, Dynamics 365, Office 365, and Intune. Compare our partner support plans. service in public preview can be used in production environment c- Azure service in public preview are subject to a SLA. Outsource all or part of the support structure. If a problem consists of subordinate issues, each of these issues shall be considered a separate incident. The MySQL Support team is composed of seasoned MySQL developers. Learn about the features and benefits of Microsoft Unified Enterprise, a personalized, proactive support plan that covers Azure, Microsoft 365, and other products. Open Support requests. Unified Support Advanced Plan. With over 20+ solutions, Enhanced Solutions help to remove technical blockers and accelerate cloud consumption, ensuring long-term success in your digital transformation. My Oracle Support - Version 3. 10 or 12% of Annual Software Spend. Compare plans. Microsoft Premier Support provides access to the professional services and technical expertise that enterprises need to help them maximise business value and minimise total cost. SUBSCRIBE RSS FEEDS. Technical support is provided in English 24 hours a day, 7 days a week. $25,000. Design considerations. The Service Level Agreements (SLA) describe Microsoft’s commitments for uptime and connectivity for Microsoft Online Services. 1 Delegated Administrator. US Cloud vs. Compare our partner support plans. microsoft. Published: 09 February 2009 Summary. Professional Direct Support for Microsoft 365 AU$13. Find how-to articles, videos, and training for Microsoft Copilot, Microsoft 365, Windows, Surface, and more. 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. 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 Program core benefits provide. Service Level Agreements (SLA) for Online Services. Judge & Accelerate Home Toggle. TAMs are no longer available from Microsoft but are available from US Cloud Premier Support for all Microsoft technologies. Microsoft Premier Support SLA Billing, report, analytics If you answered yes to the above, that’s good news – however, CSP itself only takes care of the purchasing mechanism. Evaluate & Accelerator Menu Toggle. N/A. Find a partner. ago. Advanced Support for Partners is ideal for partners who are growing their cloud businesses and need a higher level of service than the Microsoft Cloud Partner Program provides, while Premier Support for Partners provides comprehensive support across the entire Microsoft platform. Which of the after would be HIGHEST to establish between organizations to set the responsibilities of everyone party, outline the button deliverables, and include monetary penalties for breaches to administer third-party risk?Starts at $19. $175,000. (SLA) pour les solutions critiques. For Dynamics 365 Sales, Customer Service, Field Service, Marketing, and Project Service Automation billing support, see Purchasing and billing FAQs in the Microsoft. The Fixed Lifecycle Policy applies to many commercial and some consumer products currently available through retail purchase and/or volume licensing. Designated support engineer, third-tier support, Azure Rapid Response, Premier Support for Developers, IT service management, Premier Mission Critical Support, Office 365 Engineering Direct. AI Platform Training and Prediction. Desire support governed by a Service Level Agreement (‘SLA’) As a Crowe support services customer, you select the best plan based on:Microsoft Premier support is a piece of its overall Services organization,. De Beschrijving van Diensten voor de Microsoft Enterprise Services bevat informatie over de professionele diensten die bij Microsoft kunnen worden aangeschaft. Get a faster SLA with DCG up to 10 minutes. If you demand (do it "firmly but not harsh") escalation after you found the first tier unhelpful, they may escalate it. Understand Premier Sponsors Response SLA times. A service-level agreement (SLA) specifies the degree of service a customer can expect from a supplier or vendor. See the pricing details, response times, escalation management, and more for different product classes and spend thresholds. In the United States, call 1 800 865 9408. Maintain IT health. Connect with Microsoft 365 : Get support resources. In the past, Microsoft Dynamics customers on a Premier Support plan had the option to log a. ) ARR, CSS and PMC resources will join the call bridge with the customer. Get the most out of your Microsoft Premier Support investment with access to support and select learning resources Manage support • Easily create and manage support requests for your Microsoft cloud and on-premises technologies. (SLA) for response time and Microsoft. Like the Standard SKU, the Premium SKU can seamlessly scale up to 100 Gbps and integrate with availability zones to support the service level agreement (SLA) of 99. [2] For most countries and regions, business hours are from 9:00 AM to 5:00 PM (local time) Monday through Friday, excluding holidays. Microsoft Store support. Contact Microsoft Support. The Windows Azure service level agreement guarantees that when you deploy two or more role instances in different fault and upgrade domains, Microsoft will guarantee at least a 99.