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The ESC support all
products covered by Campus
and Select agreements and
work with your staff to
resolve problems in the
shortest possible timeframe.
ESC also supports, on a best
effort basis, products no
longer within the Microsoft
support cycle.
Once registered, support
includes:
Extensive annual
support on all Microsoft
products covered by
Campus and Select
Agreements
Phone, email and web
access to support
The ESC also assist on
products no longer
covered by Microsoft on
a ‘Best Efforts’ Basis.
The ESC routinely deals
with calls covering a
variety of Microsoft
Products including
Exchange, IIS, ISA, MOM,
Class Server, SMS
Sharepoint and Desktop
Products.
The ESC has full access
to Microsoft's own team
of experts, allowing you
the benefit of having
your problem escalated
to the highest level of
expertise.
Access to an online
community that will
enable users to come
together in a learning
environment to share
information and examples
of best practice
Access to a closed
members knowledge base,
online resources and
content
Note that products no
longer within the
Microsoft support cycle
may only be supported on
a reasonable efforts
basis.
Service level
agreements are as
follows:
The standard
service level for an
initial response to
your technical query
is four (4) hours
A response
within two (2) hours
is available for
high impact
technical issues
General queries
will be responded to
within one (1)
working day
The service
level will be set by
agreement between
the technician and
the customer in all
instances
The following
support is not
currently covered by
the ESC contract:
Games and
hardware
Non-English
language
versions. There
is a possibility
of supporting
other language
versions by
arrangement
On-site
support, design,
consultation,
deployment and
debugging
support. These
may be available
by arrangement.
These services
may incur an
additional cost
Service
development
The Education
Support Centre
will continue to
enhance service
offerings in
line with
customer demand
and the changing
technological
landscape of
education.
Services that
may be
considered in
the future will
include
deployment
assistance,
consultation,
on-site
training,
integration
assistance,
on-site support,
proactive
support and
solution design.
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