microsoft confidential driving service improvement through premier
TRANSCRIPT
Microsoft Confidential
Driving Service Improvement
Through Premier.
Microsoft Confidential
Neil VickersDirector Premier Support
10:00 Disasters Happen Karl Wissgott, NPIA
10:30 Lifecycle Management Ines Vargas, WW Support Policy Director
11:20 Break 11:40 Get Safe On Line
Tony Neate, Director Get Safe On Line12:30 Lunch 13:20 Going Green: Carbon Neutral Data Centres
John Dwyer, WW Data Centre Services 14:10 Microsoft Desktop Deployment
Keith Baker, Deployment Specialist15:30 Break15:50 How can Microsoft Services help you on your journey?
Adrian Renshaw, Operations Consultant16:40 Keynote Speech
Neil Vickers, Premier Support Director17:00 Close
Microsoft Confidential
Karl Wissgott
Head of PNC Services, National Policing Improvement Agency
Microsoft Confidential
Microsoft Support LifecycleInes Vargas
Director, Support PoliciesMicrosoft Corporation
April, 2008
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“Microsoft now has, by far, the most comprehensive
and well-documented lifecycle information of any
partner that I've dealt with. With these latest updates
to the policies, we can confidently lay out an 8-10 year
road map with 100% certainty around how long our
Microsoft products will be supported.”
– Large US Corporate Customer - December, 2007
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Microsoft Support Lifecycle (MSL)
Programhttp://support.microsoft.com/lifecycle/
Online Self Help SupportMinimum of 12 months following end of support
Extended SupportMinimum of 5 years2
Mainstream Support Minimum of 5 years1
Custom SupportIndefinite
In-the-Box Support
No Charge
Fee BasedNo Charge Fee Based
No Charge
Fee BasedFee Based Fee Based
No Charge
Non-security (bug) hotfixes
Design Change Requests
Paid Incidents
Online Self Help
Bu
sin
ess &
D
evelo
per
In-the-Box Support
No Charge
No Charge
No Charge
No Charge
Fee Based
No Charge
Non-security (bug) hotfixes
Design Change Requests
Security Updates
Paid Incidents
Online Self Help
Con
su
mer
Support is only provided at the supported service pack level.
1 Mainstream Support Ends after 5 years ,or 2 years after the successor product is released (N+1), whichever is longer
2 Extended Support ends after 5 years or 2 years after the second successor product is released (N+2), whichever is longer.
No ChargeNo Charge Fee BasedSecurity Updates
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Phases of the Support Cycle
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Service Pack Support
Product Family12 Months
24 Months
Windows YesOffice YesServers YesDeveloper Tools YesBusiness Solutions Yes
Consumer, Hardware, Multimedia, Games
Yes
Overview
12 or 24 Months of Support after the Next Release
Support timelines consistent within the product family
Product’s support lifecycle supersedes service pack support
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Extended Hotfix Support AgreementOverview
Managed support
Premier Support or Essential Support required
Extended Support phase - can request non-security hotfix for new bug
Non-security hotfixes - available only for customers requesting it
Enrollment - required within first 90 days of Extended Support*
*Software Assurance (SA) Benefit Available
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Custom Support Agreement
Overview
Managed support
Premier Support required
Includes security fixes (“critical” and “important” vulnerabilities)
Non-security hot fixes for new bugs available at additional fee
No enrollment deadline;
Retroactive payment
Problem resolution and Support Assistance based on purchasing/availability of managed support components
Partner Custom Support Agreement program available
Pricing : program fee + additional per non-security hotfix fee
No Software Assurance (SA) Benefits
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Custom Support Program Proposed Business Model
Post 5+5 Period
Year 1 Year 2 Year 3 Year 4 Year 5 Year 6
CSA Price
I. Escalated Pricing• Provides customers with a support
alternative
• Provides predictability
• Helps customers quantify and plan upgrades
II. Per-Machine Fee • Provides method to quantify cost at device
level
• Better aligns business model to industry practice
• Customer feedback
III. Floor And Ceiling • Discourages perpetual support for a few
devices
• Avoids out-pricing large customers
CeilingAverage
Floor
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Key Products Transitioning
* Service pack support ends 12 months after the next service pack releases or at the end of the product's support lifecycle, whichever comes first. Support may be extended to 24 months for those service packs where Microsoft believes customers will need additional time for testing and deployment. Visit the Lifecycle page to find the support timelines for your particular product.** Mainstream Support will end two years after the next version of this product is released. Extended Support will end five years after Mainstream Support ends.
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Microsoft Support Lifecycle PolicyKey Points
• Provides predictable and consistent support timelines
• Allows customers opportunity for planning of purchases, migrations, deployments, etc.
• Provides predictable set of services at each support phase of the Microsoft Support Lifecycle policy
• Provides vehicles for exception handling:• Extended Hot Fix Support Agreement• Custom Support Agreement
© 2007 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.
The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date
of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.
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Appendix
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Resources
Microsoft Support Lifecycle Web Site http://support.microsoft.com/lifecycle
Frequently Asked Questions http://support.microsoft.com/gp/lifepolicy
Service Pack Information http://support.microsoft.com/gp/lifesupsps
Microsoft Support Lifecycle Newsletter Subscriptionhttps://profile.microsoft.com/RegSysProfileCenter/subscriptionwizard.aspx?wizid=98973176-f0b1-4f60-957d-5936c3b933c0&lcid=1033