Summary of our plans
|
Features |
Basic |
Professional |
Elite |
|---|---|---|---|
| Best for |
Cloud starters |
Growing in Cloud |
Mature hybrid businesses |
|
IRT1 SLA |
4/8/12/16 hours |
1/2/4/6 hours |
1/2/4/6 hours |
|
Who can open tickets |
Partner |
Partner |
Partner and End Users |
|
Access to the helpdesk |
24/7 |
24/7 |
24/7 |
|
Incident Management |
9am - 6pm CET |
24/7 |
24/7 |
|
Microsoft Escalation path |
CSP Standard |
Premier Support for Partners |
Premier Support for Partners (highest priority) |
|
Coverage |
Microsoft CSP Cloud |
Microsoft CSP Cloud |
Microsoft CSP Cloud, on-premise and hybrid |
|
Billing options |
Free of charge - Included with any Microsoft license or subscription 2 |
Monthly or annual subscription, or up front ticket pack purchase |
Tiered consumption-based (Annual subscription with monthly billing) |
|
Access channel |
|
Email, live chat, telephone and ticketing tool |
Email, live chat, telephone and ticketing tool |
|
Language |
English |
Voice: English 24/7; Spanish, French, German Business Hours only;3 Email & Live Chat: All European languages 24/74 |
Voice: English 24/7; Spanish, French, German Business Hours only;3 Email & Live Chat: All European languages 24/74 |
|
Access to Microsoft Proactive Services5 |
|
Limited Catalogue |
Full Catalogue |
|
Customisable |
No |
Yes6 |
Yes6 |
| Commitment |
|
3 months |
12 months |
- Initial Response Time
- For any Microsoft licenses purchased from Tech Data
- Business hours are 9am - 6pm. Telephone only.
- Automated translation through Google Translator engine
- Additional fee
- Separate pricelist