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An Overview for Information Managers
Microsoft Corporation, together with Microsoft Authorized Solution Providers, is committed to providing the level of service and support that companies need to successfully implement mission-critical business systems using Microsoft BackOffice products.
How Microsoft Delivers Mission-Critical Support
Organizations are continuing to move their mission-critical systems to an open systems/client-server architecture to achieve increased flexibility and competitiveness. As these organizations move away from proprietary architecture solutions, they need to ensure that a high level of service and support is in place for their new heterogeneous environment. In the proprietary architecture environment of the past, service and support were typically bundled into the overall system-companies didn't have to think about support. However, with today's open architectures, companies need to plan for their service and support needs up-front-for the whole system lifecycle.
Only one company is responsible for the quality of Microsoft products: Microsoft. Microsoft Corporation, together with Microsoft Authorized Solution Providers, is committed to providing the level of service and support that organizations need to successfully implement mission-critical business systems using Microsoft products. Microsoft provides complete 24x7 (24 hours a day, 7 days a week) product support on Microsoft products; Microsoft Solution Providers offer additional support and service to Microsoft customers through the entire mission-critical system lifecycle. Microsoft has chosen this model to allow it to focus on its core strengths: providing the highest-quality, best-backed software and server products in the industry. Microsoft Solution Providers can then focus on providing on-site, multivendor systems integration within their particular areas of expertise.
This paper describes how customers receive mission-critical support from the Microsoft-Solution Provider partnership. Specifically, how Microsoft delivers 24x7 support on its products, and how Solution Providers and Authorized Support Centers work with customers and Microsoft.
In the past, customers with proprietary systems solutions coming from single vendors such as IBM, DEC, and HP, didn't have to worry about planning for service and support. A full range of service and support came along with the cost of the hardware and software, delivered on-site by the vendor-often with members of their own staff located long-term at the customer's site. While the complexity of system service and support were hidden, the overriding problem was that customers were locked into the particular solution that the vendor dictated.
Now as businesses move toward open systems/client-server architectures
to gain competitive advantages through increased flexibility,
system service and support issues are no longer hidden-they need
to be addressed up-front. Client-server architectures are made
up of applications, tools, databases, operating systems, networking,
peripherals, and computers from different vendors-and service
and support issues are obviously much more complex in an open
environment. Some companies may choose to staff internal IT (Information
Technology) organizations and build expertise in-house to handle
this full range of support. Other companies may contract with
service providers to take care of all service and support. With
either option or a combination of the two, today's client-server
architectures shift the responsibility for ensuring that a proper
support plan is in place to the customer.
A complete support plan should cover the full system lifecycle, including business planning, re-engineering, IT consulting, development, deployment, operations, and maintenance. It's important to invest in support up-front. Customers selecting the proper architecture and support models in the planning phase can save huge support costs in the maintenance phase.
Only one company is responsible for the quality of Microsoft products: Microsoft. Products such as the Windows NTTM Workstation and WindowsTM for Workgroups operating systems, Microsoft BackOffice products such as Microsoft Windows NT Server, Microsoft SQL ServerTM , Microsoft Mail, Microsoft Systems Management Server, and Microsoft SNA Server and others make excellent client-server components in an open systems environment.
A mission-critical system implementation, however, involves more than just software components-it includes hardware, networking, deployment plans, operations personnel, power requirements, disaster recovery plans, help-desk support, and more. To provide customers with these services Microsoft has authorized more than 6,000 Solution Providers, including Authorized Support Centers, that are able to provide some or all of a company's support and service needs for mission-critical systems.
Microsoft provides high-quality, 24x7 support, including server-down support to Microsoft Solution Providers and corporate IT groups who support Microsoft products through its Premier and Priority support offerings.
Microsoft Solution Providers apply technology to solve customers' business problems. Using the Microsoft Solution Platform of products as building blocks, Solution Providers offer a range of value-added services, including integration, consulting, custom and turn-key application development, technical support and training. All Solution Providers have Microsoft Certified Professionals on staff, who have demonstrated their technical proficiency in Microsoft products, and all receive early access to Microsoft product information and technology. To varying degrees, Solution Providers can also provide multivendor support, systems integration, long-term on-site support, customer software development, staff a corporations help desk, or implement an ongoing training plan. Many Solution Providers also have vertical solutions that they sell and service.
Authorized Support Centers (ASCs) are members of the Solution Provider program that are specially selected by Microsoft for their ability to provide a broad range of mission-critical support. Hewlett-Packard, Digital Equipment Corporation, and AT&T Global Information Solutions are examples of ASCs. These companies offer support as a separate line of business and are well-established with an existing support delivery infrastructure. Authorized Support Centers meet stringent admittance requirements. For example, they are required to answer a minimum of 20,000 technical support calls per month, be specially trained and certified on Microsoft products, have a certain number of their engineers intern with Microsoft support engineers, and be able to provide support and isolate problems in a multivendor environment. They provide open support offerings not limited to proprietary projects or customers who purchase their software or hardware.
ASCs have the knowledge and infrastructure to either assist or
step in and take over any mission-critical support and service
depending on the customer's need. This includes planning, architecture,
design, implementation, testing, ongoing operations, training,
help-desk, maintenance support. ASCs offer varying geographical
coverage. Worldwide ASCs are able to provide global support coverage
under a single contract. Regional ASCs provide support coverage
for a specific geographic area.
Companies using an ASC for their Microsoft support needs will have their issues resolved just as fast as they would by going directly to Microsoft. Microsoft has developed special support escalation relationships with ASCs, shown by the dotted lines in the figure at left. When an ASC isolates a problem to a particular Microsoft product in a multivendor environment, it is able to document the problem using a special template and escalate the problem directly to the Secondary Response or Escalation teams within Microsoft. These Microsoft support groups treat the ASC as if it were an internal Microsoft product support group. The Microsoft escalation policy is described below in "Escalation Process during Issue Resolution."
Microsoft is committed to providing the level of support on its products that customers, Solution Providers, and Authorized Support Centers need to confidently and successfully implement Microsoft products in mission-critical systems. Microsoft delivers this support to its customers and partners by providing:
Customers and Solution Providers can contact Microsoft technical support and quickly reach a support engineer that can handle any product question or issue they have on any Microsoft product. Microsoft Product support:
24x7 Access to Technical Support Engineers
Microsoft technical support engineers are available by phone, 24 hours a day, 7 days a week, to handle incoming technical issues. Issues can also be reported electronically via Microsoft OnLine support software.
Determining Severity Levels
Microsoft product support determines an issue's severity with the customer according to its business impact on the customer. The different severity levels, definitions, and first response times are shown in the following table.
First First
Response Response
Severity Definition Times Times
level (Premier (Priority
Support) Support)
Server Windows NT Server, Mail Immediate Immediate
Down Server, SQL Server, SNA
Server is not functioning
A Business outage - or < 1 hour < 4 hour
Critical significant customer
impact threatening future
productivity
B High-impact problem where < 2 hour < 8 hour
Urgent production is proceeding,
but in a significantly
impaired fashion;
time-sensitive issue
important to long-term
productivity that is not
causing an immediate work
stoppage or significant
customer concern
C Important issue which < 4 hour < 24 hour
Important does not have significant
current productivity
impact for the customer
D Issue requiring no < 4 hours < 24 hours
Monitor further action beyond
monitoring for follow-up
if needed
E Request for information < 4 hours < 24 hours
Informational only
The problem severity not only drives response times, but also Microsoft management notification procedures described in "Technical and Management Visibility during Resolution" (page 7) of this document. It is not unusual for an issue to change degree of severity from the time it is first encountered to when it is resolved. A problem which initially starts as a severity A, production-down situation may move to severity B (with customer agreement) upon implementing a workaround. This, in turn, would change the response times and resources associated with the product issue.
Microsoft is committed to working on suspected Microsoft product issues in a multivendor environment until Microsoft has either isolated the problem as a Microsoft product issue, or has identified the vendor whose problem it is. Microsoft may work directly with other vendors during this problem isolation. If the problem is with a Microsoft product, the normal Microsoft escalation path will be followed and a hotfix issued if appropriate.
If the problem is with another vendor's product, Microsoft will transfer the information used to isolate the problem either to the customer, the Solution Provider, or the Authorized Support Center that is working with the customer. At that point the customer or Solution Provider can work directly with the vendor to get their problem resolved.
Escalation Process during Issue Resolution
There is a standard escalation path for all technical issues reported through Microsoft Product Support. Issues go first to the Primary Response Group, then to the Secondary Response Group, and finally, if necessary, to the Escalation Team. Throughout the issue resolution process a complete history of the issue is maintained on-line so that a transfer from one group to another will not delay the resolution process. Please refer to the graphic "Technical Issue Resolution" on page 3.
Primary Response Group (PRG)
This group is the first to respond to an incoming issue. These engineers are technical product specialists who have a broad knowledge of a product, or of a number of features within a product. Approximately 85% of all issues are resolved at this level. If PRG engineers can't resolve the issue within a defined period of time, they then fill out a template document that narrows the scope of the problem and transfer the issue to the Secondary Response Group.
Secondary Response Group (SRG)
These engineers are component specialists with in-depth knowledge of a specific technology or features found in a product. Approximately 10-15% of all incoming issues are resolved at this level. In addition to in-depth knowledge, these engineers have access to Microsoft hardware and software replication labs. In many cases, these engineers also have source-code access to their product and are able to work closely with a customer to isolate and verify a product problem. If SRG engineers determine that the problem is with the software, they offer a workaround if one is available. If the problem is critical, they forward it to the Escalation team for a hotfix.
Escalation Team
This is the final step in the escalation process. All escalation engineers have source code access and work closely with the product development engineers to isolate problems and to evaluate and coordinate hotfix releases for critical product problems.
Technical and Management Visibility during Resolution
Parallel to the technical issue escalation process through the PRG, SRG, and Escalation levels, technical issues are also tracked within the Microsoft management chain according to a second set of levels. An issue can go through five levels of resource and Microsoft support management. The chart below describes the levels, and how issues move from one level to the next.
Microsoft Trigger to
Support Escalate to
Technical Resources Management next Level
Notification (max. days,
Premier)
Level Support engineer or Severity A: 2 days
I technical account Severity B: 4 days
manager (TAM) Severity C: 10 days
Knowledge Base
Diagnostic tools
Problem replication
labs
Level All Level I resources, Team Severity A: 5 days
II plus: Manager Severity B: 10 days
Product Support Severity C: 20 days
Services (PSS) product
specialists
Level All Level II resources, Unit Severity A: 10 days
III plus: Manager Severity B: 20 days
PSS escalation Severity C: 30 days
engineers
Field systems engineers
Microsoft Consulting
Services (MCS)
Microsoft Solution
Providers
Level All Level III Division Severity A: 20 days
IV resources, plus: General Severity B: 40 days
Development engineers Manager Severity C: 60 days
PSS and development
engineers, possibly
on-site
Level Any Microsoft resource Vice
V President
Product
Support
All problems start at level 1, and most are resolved without moving beyond this level. The resources available to assist in resolution are shown in the Resources column. These are examples of what could be involved with resolution of a critical situation, but very few would require all of those resources. At each stage, the designated Microsoft management contacts are informed of the situation and given information on the progress and action plan for resolution. In addition, the days represent the maximum time before escalating to the next level. If appropriate, it is possible for an issue to move from level 1 to level 5 in a matter of hours.
Remote Diagnostics
Often the quickest way to diagnose problems, even quicker than going on-site, is for Microsoft support engineers to directly access customer systems remotely for diagnostics. This requires a specific authorization from the customer prior to accessing their system. The Microsoft BackOffice integrated suite of server applications and the Windows NT operating system all have remote diagnostic capability. For instance:
On-Site Support Policy
Customers should establish a relationship with an Authorized Support Center or Solution Provider up front for on-site support. In the event that a support provider cannot isolate or determine a problem, it can escalate directly to Microsoft. In the vast majority of cases, once a problem has been isolated to a Microsoft product, Microsoft product support can diagnose the problem either on the phone or by using remote diagnostic and debugging tools. Because this is the case, Microsoft Product Support considers sending product support engineers on-site as a last-resort option. Microsoft Product Support will come on-site if it determines this to be the best way to isolate and fix a Microsoft product problem.
Microsoft has a process to ensure that critical product problems with Microsoft server products and Windows NT are evaluated and addressed between regular product release cycles. This is accomplished through "hotfixes" and "service packs." A hotfix is a customer-updateable change to an installed Microsoft product that addresses a specific product problem in the customer's environment. A service pack is a customer-updateable change to an installed Microsoft product that applies a series of hotfixes and bug fixes. Hotfixes are issued as required; service packs are issued on a periodic basis. The details for any specific hotfix or service pack can be found in the Microsoft Knowledge Base.
Hotfix Requests
When a Microsoft product support escalation team identifies a critical technical issue as a product problem that has no reasonable workaround, it can request a hotfix from Microsoft product development. Product development has a predetermined amount of time to agree to the hotfix and respond with an action plan-with less time for an issue that involves data corruption or significant loss of uptime. If they do not agree to the hotfix, the product support escalation team can appeal the decision. If a hotfix has not been produced and distributed within the set time, product development is obligated to provide a detailed hotfix status to the customer via Microsoft Product Support. Hotfixes have been verified to work in specific environments, but have not been through complete regression testing.
Microsoft will continue to do hotfixes for Business Systems product versions up to 12 months after they stop shipping if it is unreasonable for the customer to upgrade.
Service Packs
A service pack is a set of hotfixes and bug fixes for a specific product. They are regression tested and do not include any feature changes. Each service pack is numbered chronologically-service packs include all hotfixes created up until the service pack's release. The changes contained in all service packs are rolled into the next product update. Each Microsoft product development group puts out regular service packs. The frequency depends on the volume of hotfix activity for the product, typically varying from quarterly to half-yearly. For those products where Microsoft product development and Microsoft Product Support agree that regular service packs are not warranted (e.g., very low hotfix activity), service packs will be issued on an as-needed basis. Service packs will be issued on local-language products.
Distributing Hotfixes and Service Packs
Each Microsoft Product Support group will be responsible for writing and placing a Knowledge Base article within 48 hours of a hotfix or service pack release for their product. Each group will also be responsible for placing appropriate information on all electronic services that advise customers of the availability of new service packs. Some service packs are available via TechNet CD-ROM subscription, CompuServe, Internet, and GE Online. Some service packs can also be ordered from Microsoft FastTips.
An important part of mission-critical support planning is getting complete, detailed, and timely technical product information. Microsoft is committed to providing this information through the Microsoft Knowledge Base, a collection of more than 45,000 full-text, indexed technical articles, and Microsoft Product Resource Kits, which describe product architecture and support information.
Microsoft Knowledge Base
The technical articles in the Knowledge Base describe fixlists, known problems, workarounds, optimization tips, and compatibility issues for every product. The Microsoft Knowledge Base is the same tool that Microsoft product support engineers use when handling technical support issues.
Microsoft is committed to writing articles describing all known problems at the time of product shipment for Windows NT Server and Windows NT Workstation, SQL Server, Microsoft Mail and associated gateways, Systems Management Server, and Exchange Server. All other Microsoft products will have known problems documented in the Knowledge Base within 90 days of shipment. Problems discovered after shipment will be documented in the Knowledge Base.
Product Resource Kits
Product Resource Kits contain useful support information for the product they cover. Resource Kits overview the technology and architecture of a product, and include in-depth installation and operation diagnostic procedures for the product. Resource Kits are currently available for: Windows NT Workstation and Windows NT Server, LAN Manager, SQL Server, Windows, Windows for Workgroups, MS-DOS, FoxPro, and Word.
Availability
Access to the Knowledge Base and Product Resource Kits is available via:
Source Knowledge Resource
Base Kits
TechNet CD-ROM subscription x x
Microsoft Developer Network CD-ROM x
subscription
Microsoft OnLine x
Microsoft Partner Network x
Internet via FTP x x
(ftp.microsoft.com), Gopher,
Worldwide WEB
America Online® x
Prodigy x
GE Online x x
CompuServ® x x
Microsoft OnLine software is included with Microsoft Premier and Priority annual support subscriptions.
A Microsoft product version will be considered obsolete 12 months from the time the product version has stopped shipment. Microsoft will continue to do hotfixes on products during this period, but will not do service packs.
Microsoft is aggressively investing in Regional Support Centers and Regional Escalation Centers world-wide. These centers, owned by Microsoft and staffed with Microsoft resources, provide consistent, high-quality, responsive, mission-critical support on Microsoft products throughout the world. The objective is to expand Microsoft's ability to provide 24x7 mission-critical support on Microsoft products to corporations, Solution Providers, and Authorized Support Centers outside of the United States. The support focus of these centers is on Microsoft's Developer products (e.g., the Visual C++ development system, the Visual Basic programming system, and the Windows Software Development Kit) and Business Systems products that include Windows NT and Microsoft's server products (e.g., Windows NT Server, SQL Server, Mail, Systems Management Server, and so forth). Support for Microsoft Desktop applications such as Microsoft Excel, Word,, and the PowerPoint presentation graphics program, and for personal operating systems such as MS-DOS and Windows for Workgroups, is handled directly by Microsoft's local subsidiaries.
Regional Support Centers
There are four Regional Support Centers worldwide. These centers provide support in local languages, follow the same escalation process as in the United States, and have round-the-clock access to Microsoft's product development groups.
Regional Support Centers cover the following areas:
Regional Escalation Centers-Europe
In Europe, three Regional Escalation Centers handle Microsoft server product issue escalation from local Microsoft subsidiaries. These Escalation Centers are located in Germany, the United Kingdom, and France, and will be deployed during 1994-1995.
Microsoft's support services are subject to Microsoft's then-current prices, terms, and conditions, and are subject to change without notice.
MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY.
Microsoft, FoxPro, MS-DOS, PowerPoint, Visual Basic, Visual C++, Windows, BackOffice and Windows NT are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries.
CompuServe is a registered trademark of CompuServe, Inc. Prodigy is a trademark of Prodigy Service Company. America Online is a registered trademark of Quantum Computer Services, Inc.