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.
||Number of support cases||Available priorities12
||Number of named contacts15
||Included consulting services hours
||Included Microsoft Premier Support Services hours
||Prices (per year)13 *|
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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
Support Planning (Action planning to assist upcoming projects), Deployment, Migration, Network Infrastructure, Security, Integration of MS products in courses
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 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.
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
Reporting and regular feedback calls, Consulting services and technical on-site support10, Technical training on-site10