Driving Service Improvement Through Premier Microsoft Neil Vickers

Driving Service Improvement Through Premier. Microsoft

Neil Vickers Director 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 Line 12: 30 Lunch 13: 20 Going Green: Carbon Neutral Data Centres John Dwyer, WW Data Centre Services 14: 10 Microsoft Desktop Deployment Keith Baker, Deployment Specialist 15: 30 Break 15: 50 How can Microsoft Services help you on your journey? Adrian Renshaw, Operations Consultant 16: 40 Keynote Speech Neil Vickers, Premier Support Director 17: 00 Close Microsoft

Karl Wissgott Head of PNC Services, National Policing Improvement Agency Microsoft Confidential

Microsoft Support Lifecycle Ines Vargas Director, Support Policies Microsoft Corporation April, 2008 Microsoft Confidential

“Microsoft now has, by far, the most comprehensive and welldocumented 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 Microsoft Confidential

Microsoft Support Lifecycle (MSL) Program http: //support. microsoft. com/lifecycle/ Mainstream Support Extended Support Custom Support Minimum of 5 years 1 Minimum of 5 years 2 Indefinite Online Self Help Support Business & Developer Minimum of 12 months following end of support In-the-Box Support No Charge Design Change Requests No Charge Non-security (bug) hotfixes No Charge Fee Based Security Updates No Charge Fee Based Paid Incidents Fee Based Consumer Online Self Help No Charge Support is only provided at the supported service pack level. In-the-Box Support No Charge Design Change Requests No Charge Non-security (bug) hotfixes No Charge 1 Mainstream Support Ends after 5 years , or 2 years Security Updates No Charge Paid Incidents after the successor product is released (N+1), whichever is longer Fee Based Online Self Help No Charge 2 Extended Support ends after 5 years or 2 years after the second successor product is released (N+2), whichever is longer. Microsoft Confidential

Phases of the Support Cycle Microsoft Confidential

Service Pack Support Product Family Windows Office Servers Developer Tools Business Solutions Consumer, Hardware, Multimedia, Games 12 Months 24 Months Yes Yes 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 Microsoft Confidential

Extended Hotfix Support Agreement Overview 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 Microsoft Confidential

Custom Support Agreement Overview Managed support Retroactive payment Premier Support required Problem resolution and Support Assistance based on purchasing/availability of managed support components Includes security fixes (“critical” and “important” vulnerabilities) Non-security hot fixes for new bugs available at additional fee Partner Custom Support Agreement program available No enrollment deadline; Pricing : program fee + additional per non-security hotfix fee No Software Assurance (SA) Benefits Microsoft Confidential

Custom Support Program Proposed Business Model 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 Microsoft Confidential Ceiling Average Floor

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. Microsoft Confidential

Microsoft Support Lifecycle Policy Key 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 Microsoft Confidential

© 2007 Microsoft Corporation. All rights reserved. Microsoft, 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.

Appendix Microsoft Confidential

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 Subscription https: //profile. microsoft. com/Reg. Sys. Profile. Center/subscriptio nwizard. aspx? wizid=98973176 -f 0 b 1 -4 f 60 -957 d 5936 c 3 b 933 c 0&lcid=1033 Microsoft Confidential