Get the fastest response to your Microsoft questions. With Microsoft Premium “Partner” Support you can raise tickets on behalf of all of your Microsoft end customers 24x7x365 with a guaranteed SLA response time.
Arrow’s Microsoft Premium Support
Partner
Arrow’s Microsoft Premium Support
End-User
Your named end-customer can raise tickets directly to Arrow via email or telephone. This is great if you don’t have a support desk or you have customers outside of Europe where they you would need a 24x7x365 service. Let Arrow take the burden of resolving your end customer technical issues.
Fast Guaranteed Response
With Arrow’s Microsoft Premium Partner Support, your support ticket will take precedence over standard support tickets to ensure the fastest response time to your issues and questions. We guarantee a fast response 24x7x365:
- Priority 1: 30 Minutes
- Priority 2: 2 Hours
- Priority 3: 4 Hours
All tickets raised are treated by a Severity 1 Problem owner to ensure a timely resolution.
Customer Success Manager
The Customer Success Manager (CAM) is a named contact assigned to you to manage Cloud Service-related operational activities during business hours. The key deliverable of the Customer Success Manager are...
- Ensure that the onboarding process is successful via an initial call
- Meeting with you on a regular basis (not less than once every 3 calendar months) to review tickets, trends and recommendations
Raise Tickets in Multiple Ways
With standard support, tickets can only be raised by our partners in ArrowSphere. With Premium Support you are also able to raise tickets directly with Arrow via telephone (full list here) and email (support.ecs.emea@arrowelectronics.com.au)
Overview of Benefits of Arrow’ Microsoft Premium Support:
- All tickets raised are treated by a Severity 1 Problem owner and will jump to the top of the ticketing general queue to ensure fastest response
- Guaranteed SLA response time 24x7x365
- Unlimited tickets can be raised
- Tickets can be raised in many ways either via ArrowSphere for partners and phone or email for end customers and partners
- You can review all tickets and best practices with our Customer Success Manager (CAM) once every 3 months
- Costs are spread by monthly invoicing via ArrowSphere
- Microsoft Premium Support covers:
- Microsoft 365
- Dynamics 365
- Azure
- Support for tenancy issues, configuration, license and subscription management
How to Order:
- Microsoft Premium Service is only orderable via ArrowSphere
- The partner first subscribes to the service in ArrowSphere “Arrow Premium Support for Microsoft” or searchable under code name “ARWS-MSS”
- Once you have subscribed to this service, Arrow will validate the request and set-up purchase discounts; thereafter you can order Microsoft Premium Support in ArrowSphere
- Minimum Term is for a 12 months engagement, invoiced monthly
Contract your BDM to learn more.
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