Professional Package

A support package which leaves almost nothing to be desired is provided through the Professional Package which includes all current Microsoft products and technologies as well as consulting services and proactive services, which – additional to high-class IT support - allow to keep you up to date at any time.

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	729,00 €
II	unlimited	up to 250	B,C	2	5	1299,00 €
III	unlimited	up to 500	A,B,C	3	5	1479,00 €

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The Professional Package includes the following support services¹⁴:

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

¹	Case opening possible 24x7
²	Based on the ESCde business hours.
³	The Starter Package contains two cost free support calls.
⁶	0-5 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.
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.