Professional Plus Package

To accomplish requirements on the uppermost level, we provide the Professional Plus Package. This package includes - next to all services from the Professional Package - the possibillity to escalate requests to Microsoft Premier Services.

For you as a customer this offers the opportunity that escpecially urgent problems can be solved around the clock (24/7). The ESCde manages the escalation-management of your support request which will be diverted to Microsoft prior to our closing time for further processing.

The Professional Plus Package naturally offers a balanced combination of ESCde-services and Microsoft Premier Services. The latter ones are included in form of service-hours whereas you can choose from 5 or 15 hours. If your quotas should not be sufficient you will always have the possibility to acquire additional hours from the ESCde.

To offer the best quality and guarantee smooth procedures, the ESCde and Microsoft PSS Germany work together in a tightly coupled process.

Category	Number of support cases	Available priorities¹²	Number of named contacts¹⁵	Included consulting services hours	Included Microsoft Premier Support Services hours	Prices (per year)¹³^*
IV	unlimited	A,B,C	3	5	5	3519,00 €
V	unlimited	A,B,C	3	10	15	5519,00 €

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The Professional Plus Package includes the following support services¹⁴:

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 8 (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)
inkl. 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

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

No longer supported products:
Windows Server 2000
Exchange 2000 Server
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

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

¹	Case opening possible 24x7
²	Based on the ESCde business hours.
³	The Starter Package contains two cost free support calls.
⁴	Access only via ESCde and within the service hours included in the service contract. Additional service hours can be purchased for 250 € per hour.
⁵	Available only when the case is opened and escalated during the ESCde business hours.
⁶	5-10 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.
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 IV: 4 Category V: 5
^*	Tax is not included and will be surcharged.