Neil Vickers Managed Support Group Manager Microsoft Services

Our Relationship With You Our Customers Remote Reactive Engineering Remote Reactive Engineering Customer Facing Proactive & Reactive Engineering Customer Facing Proactive & Reactive Engineering Premier Support Customer Relationship / Service Delivery Management Premier Support Customer Relationship / Service Delivery Management Our Partners

Engineering presence in over 65 countries Over 4000 Support Engineers Over 1500 Technical Account Managers Supporting over 170 products 24 x 7 x 365 Americas EMEA South Pacific Asia Japan India Worldwide Landscape

~1400 Engineers:- AustriaBelgiumBulgariaCroatia Czech Republic DenmarkEgyptFinlandFranceGermanyGreeceGulfHungaryIrelandIsraelItalyLithuaniaNetherlandsNorwayPolandPortugalRussia Saudi Arabia Serbia Montenegro South Africa SpainSwedenSwitzerlandTurkey United Kingdom EMEA Engineer Locations ~550 TAM’s in almost every county EMEA FY05 Statistics Number of incidents: 100,000 support cases 100,000 support cases Number of Critical Situations Managed: 3,300 3,300 Number of onsite engineering visits: Approx 2,500 in FY05 Approx 2,500 in FY05

Problem Resolution

What is a TAM? The Technical Account Manager (TAM) is a trusted advisor to our customers providing valuable guidance around operational excellence and optimisation through a specific set of predefined activities. A TAM is ultimately accountable for the operational health of the IT organisations he or she represents. Key Deliverable Description Long-term Business Relationship The TAM forms a long-term business relationship with their customer by understanding how their IT operations impact their business. The TAM must know their customer’s IT goals and can identify their operational strengths and weaknesses. The TAM stays up-to-date on these areas and ensures they represent the customer appropriately inside of Microsoft. Service Delivery Management The TAM proactively plans solutions to meet their customer’s operational goals – leveraging their strengths, and reducing their risks. The TAM knows Microsoft’s solutions and can recommend them to the customer and facilitate, not deliver, those solutions as appropriate. Incident Resolution Management When something unexpected occurs, the TAM manages the incident to resolution, effectively representing the customer inside of Microsoft with regard to business impact. Then the TAM follows-up to ensure either product improvement within Microsoft or operational improvement within the customer’s IT environment. Operational Excellence The TAM has a broad understanding of IT operations and can assess their customer’s operations and make recommendation or bring in operational expertise when and where needed to assist. (May include technical expertise)

Support Strategy Focus on your experience and needs Focus on your experience and needs Continue to improve our response Continue to improve our response Through more better skilled engineers Through more better skilled engineers Deliver more on-site support Deliver more on-site support Both reactive incident based and proactive preventative services Both reactive incident based and proactive preventative services Invest in proactive services Invest in proactive services More services and better deliverables More services and better deliverables Increase global support presence Increase global support presence Increase field based engineers Increase field based engineers More technologies and closer to you More technologies and closer to you

Example: Solution Support Assist you to support your Microsoft based solutions Assist you to support your Microsoft based solutions Typically a solution that has been touched by MCS Typically a solution that has been touched by MCS Combination of Microsoft products plus some customisation Combination of Microsoft products plus some customisation Scope: Scope: Proactive services designed for solutions Proactive services designed for solutions Reactive support Reactive support Problem isolation down to code Problem isolation down to code Assist partners with problem isolation Assist partners with problem isolation Regular onsite visits Regular onsite visits Sustained collaboration with customer and knowledge of their environment Sustained collaboration with customer and knowledge of their environment

Solution Support Lifecycle

Any Questions?

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