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Service Details

This page provides detailed information about our service offerings:

» Service matrix
» Price comparison
» Priorities

For further information please contact our customer care team. We are looking forward to your questions by email to Customer Care.
Service Matrix:

Please be aware that our services are limited to universities, schools and other academic or non-profit public institutions.

We cannot grant support to private persons, companies and other commercial organizations; of course you can post your request to our message board, which is open for public use.

For special agreements please contact our customer care.

Our offerings are in detail:
Available Support Services
Support by email1
Call opening by phone2
Unlimited number of support calls
Proactive support services
Access to Microsoft Premier Support Services4
Remote Support
24 x 7 Support5
Consulting Services6
Support Planning (Action planning to assist upcoming projects)
Deployment
Migration
Network Infrastructure
Security
Integration of MS products in courses
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)
Windows Server Systems
SQL Server 2005
SQL Server 2008
SQL Server 2008 R2
Exchange Server 2003
Exchange Server 2007
Exchange Server 2010
Internet Security and Accelaration Server 2004
Internet Security and Acceleration Server 2006
Threat Gateway Management (TMG) 2010
SharePoint Portal Server 2003
Microsoft Office Server System (MOSS) 2007
Microsoft Sharepoint 2010
System Center Operations Manager (SCOM) 2007
System Center Operations Manager (SCOM) 2007 R2
Microsoft Applications
Microsoft Office 2003
Microsoft Office 2007
Microsoft Office 2010
No longer supported products
Windows Server 2000
Exchange 2000 Server
Microsoft Office 2000
Microsoft Operations Manager 2005


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
Additional Services
Reporting and regular feedback calls
Consulting services and technical on-site support10
Technical training on-site10
Price comparison:

In order to adapt the support packages to your needs, it is possible to choose from different support categories, which match the number of the client computers of your network. According to the chosen support category it is possible to deploy a certain amount of named contacts of your team, so-called Customer Service Managers (CSM), which are cooperating with us regarding the support enquiries.

Category Price (per year)
Basic Package Professional Package Professional Plus Package
0 - - -
I 549,00 €
 729,00 €
 3519,00 €
II 929,00 €
 1299,00 €
 5519,00 €
III 1069,00 €
 1479,00 €
 -

Tax is not included and will be surcharged. All prices are based on an annual contract period. The billing will also take place annually. As the ESCde is not working profit-oriented, the fees are only used for cost recovery. Therefore we can guarantee a long-dated high quality and diversified service level.

Please be aware that our services are limited to universities, schools and other academic or non-profit public institutions.
Priorities:

The initial priority level will be set in a prior consultation (A-C) with the ESCde support team. You can ask for a change of the priority level any time. The priority level (see table below) defines the reaction level and with it the first reaction times.

Priority Details First response2
C Incident is important but not urgent or critical. First response within 6 hours after incident opening.
B Incident has a moderate urgency. First response within 4 hours after incident opening.
A Incident is very urgent and system critical. First response within 2 hours after incident opening.


1 Case opening possible 24x7
2 Based on the ESCde business hours.
4 Access only via ESCde and within the service hours included in the service contract. Additional service hours can be purchased for 200 € per hour.
5 Available only when the case is opened and escalated during the ESCde business hours.
6 0-10 hours, depending on the choosen service category. Additional consulting hours can be requested in coordination with the ESCde for 75 € per hour.
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.
10 On request, additional costs may arise.



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