Basic Package

The Basic Package contains services most frequently used by our customers and is most suitable for you as an administrator of a small or medium-sized IT environment.

Category	Number of support cases	Number of clients¹¹	Available priorities¹²	Number of named contacts¹⁵	Included consulting services hours	Prices (per year)¹³ ^*
I	unlimited	up to 50	B,C	1	0	549,00 €
II	unlimited	up to 250	B,C	2	0	929,00 €
III	unlimited	up to 500	A,B,C	3	0	1069,00 €

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The Basic Package includes the following support services¹⁴:

Available Support Services:
Support by email¹, Call opening by phone², Unlimited number of support calls, Remote Support

Supported Products⁷:
Microsoft Operation Systems:
Windows XP (All Editions)
Windows Vista (All Editions)
Windows 7 (All Editions)

Windows Server 2003 (Standard Edition, Enterprise Edition, Datacenter Edition, Web Edition)
Windows Server 2003 R2 (Standard Edition, Enterprise Edition, Datacenter Edition, Web Edition)
Windows Server 2008 (Standard Edition, Enterprise Edition, Datacenter Edition, Web Edition)
Windows Server 2008 R2 (Standard Edition, Enterprise Edition, Datacenter Edition, Web Edition)
incl. Core-Services (z.B. Active Directory, IIS, Certificate Services)

Microsoft Applications:
Microsoft Office 2003, Microsoft Office 2007, Microsoft Office 2010

No longer supported products:
Windows Server 2000
Microsoft Office 2000

Generally it is not possible to support requests for third party-products such as NetApp, Cisco etc.

Also it is not possible to send Microsoft bugs or recommendations for products of Microsoft via ESCde.

Online Resources:
Access to public available resources (e.g.Blogs)
Unlimited access to regularly updated resources:
News, Knowledge Base
Unlimited access to technical resources⁹:
Installation Guides, Basic articles, Advanced Papers, Tools provided by ESCde, Scripting Examples

¹	Case opening possible 24x7
²	Based on the ESCde business hours.
³	The Starter Package contains two cost free support calls.
⁷	For products within the Extended Support Phase or the Self-Help Online Support Phase we can only provide limited support. Further information are available at the Microsoft websites.
⁸	Office applications within the Microsoft Office Basic Edition 2007, Microsoft Office Standard Edition 2007, Microsoft Office Basic Edition 2003, Microsoft Office Standard Edition 2003, Microsoft Office Student and Teacher Edition 2003 and the Microsoft Office XP Standard Edition. The ESCde does not provide support for macro programming, database programming, script programming or intergrating code via Office Script Editor or Visual Studio .NET.
⁹	A selection of articles and documents is available for public.
¹¹	For information about support packages for a larger number of clients please contact our customer care team.
¹²	Further information about the available priorities.
¹³	Price comparison between the different service packages.
¹⁴	Comparison of the services within the available service packages.
¹⁵	Additional named contacts can be purchased for 250 € per contact. Maximum possible count of named contacts altogether: Category I: 2 Category II: 3 Category III: 5.
^*	Tax is not included and will be surcharged.