1. Delivering into: Retail, Manufacturing and Services Stephen PennicottGeorgina Bowis Technical Account ManagerPremier Support Manager

2. What we will cover Introduction Service Delivery Planning What is it? The benefits The delivery Your Experiences Proactive Services What are they Why use them Why we want you to use them How to make best use of the services Where we can improve? Dedicated Supportability Engineers What are they Where do they fit in Services Key Takeaways… Q & A

3. Premier Support A Customizable Support Offering Designed to Help Businesses Optimize Operational Efficiency and Productivity Through:

4. Service Delivery Planning Service Delivery Planning plays an important part in your Premier Support Contract: Aimed to provide pro-active, expert assistance to optimise your IT infrastructure. Help in the alignment your infrastructure with operational goals, creating a seamless, scalable and lasting IT environment Delivered via planning activities with your Technical Account Manager (TAM).

5. Key Takeaways…Service Delivery Planning Service Delivery Planning enables us to agree a set of commitments. Helps ensure we can resource and secure our Proactive Services to meet your needs within mutually agreed timescales.

6. Proactive Services Integral part of a Premier Support Contract Aimed at reducing your TCO & Support Burden of Microsoft Technologies. Increase Service and Software Satisfaction Remove blockers to upgrading to new product releases Share Best Practice NOT Product Training Decremented from the hours in your Premier contract Service Deliverables Workshops Soundbytes Chalk ‘n’ Talks Supportability Reviews Health Checks e.g. ExRAP, SQL RAP

7. Dedicated Supportability Engineers Dedicated or ½ Dedicated Technology specific engineering resource Typically 12 Month contract, minimum 6 months Onsite with customer Prevention is better than cure!! Improved Project plans and implementations Self Sufficiency for the customer Customer Sat is Number 1 Goal! Charged separately to Premier contract Customer Quote about DSE: “I can not praise our DSE enough, every customer should get one. The value they add to the contract far exceeds the cost and results in many issues being resolved in advance of us being aware they even exist.” For further detail please speak to your TAM(s)

8. Key Takeaways - Proactive Services Use Proactive Services in line with Project lifecycles Share your key milestones with us! i.e. Review before roll out, knowledge transfer throughout. Prevention is better than Cure!! Increased resolution by your support teams Supportability Best Practice NOT “Training” Our CTEC partners do Training best.

9. Want to know more? Talk to your TAM + Microsoft Premier On-line Workshop Agendas Details of workshop times Register interest Request new services

10. Any Questions?

11. © 2003 Microsoft Corporation. All rights reserved. This presentation is for informational purposes only. Microsoft makes no warranties, express or implied, in this summary.