MSPP ISV Support Services including Advisory Hours

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MSPP ISV Support Services including Advisory
Hours
Andrew Cussons (acussons_at_microsoft.com) Version
1.2
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Intro

• Part 1 20 mins - My presentationAndrew Cussons
  will talk about T-PTS, TSC ISV Advisory hours.
  (available since 2004 but they may be new to
  you )
• Part 2 10 mins - A separate presentation Chris
  Taylor will talk about a separate high value
  support service for partners Microsoft Partner
  Advantage (MSPA)

Call 0870 60 70 700, press 1, then 2 for T-PTS
and 3 for TSC
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Introduction

• My position . . .
• I work for the organisation that provides T-PTS,
  TSC ISV Advisory hours.
• I do not deliver the services, so I will only
  cover the basics and not go into any great
  detail. I will be available for most of the day.
• For more information Call 0870 60 70 700, Press
  1, then 2 for T-PTS or 3 for TSC and
  request a service introduction (or see the
  partner web site.)
• The Phone number is on the bottom of each slide.
  So why not add it to your mobile ?

Call 0870 60 70 700, press 1, then 2 for T-PTS
and 3 for TSC
4
Contents

• Telephone-Based Pre-Sales Technical Support
  (T-PTS)
• Technical Services Coordinator (TSC)
• ISV advisory hours

Call 0870 60 70 700, press 1, then 2 for T-PTS
and 3 for TSC
5
Summary Table Gold, Certified, ISV Empowered,
Registered
Call 0870 60 70 700, press 1, then 2 for T-PTS
and 3 for TSC
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Service Summary T-PTS, TSC ISV Advisory hours

• Telephone-Based Pre-Sales Technical Support
  (T-PTS) Technical sales support to provide
  information that enables you to win customers.
  Now with Competitive Sales Assistance (CSA) to
  find and escalate competitive issues to get the
  content you need to win the deal.Also help for
  break fix issues, if they impact a demo or test
  environment.
• Technical Services Coordinator (TSC) A
  dedicated Single point of contact for (Gold
  partner) technical issues providing escalation
  management, customised proactive and Reactive
  services.(The TSC will work with your local
  Account manager)
• ISV Advisory hours Developer specific help
  including Development Advice Best Practices,
  Code Samples (for test environments), Technology
  Architecture or Application Design Reviews,
  Tech-Talks and Workshops.

Call 0870 60 70 700, press 1, then 2 for T-PTS
and 3 for TSC
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How do I use the services?

• For an IMMEDIATE initial response use the
  PhoneGold and Certified partners Call 0870 60 70
  700, Press 1, then 2 for T-PTS and 3 for TSC
  between 830 A.M. and 530 P.M.
• For a 1 business day initial response use the web
  form or emailNOTE Please provide partner ID
  (location ID) and ALL relevant technical details
  or your call may be further delayed.Web
  formGold and Certified partners can use the TSC
  or T-PTS web from the MSPP web site.
  EMAILGold, Certified and ISV empowered can
  use email
• TSC ukpstsc_at_microsoft.com
• T-PTS or ISV ukpspts_at_microsoft.com

Call 0870 60 70 700, press 1, then 2 for T-PTS
and 3 for TSC
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Telephone-based Pre-sales Technical Support
(T-PTS)

• UK MSPP website lt Click Heregt

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Telephone-based Pre-sales Technical Support
(T-PTS)

• What is T-PTS? Microsoft Telephone-based
  Pre-sales Technical Support (T-PTS) provides
  FREE and Unlimited technical, business, and
  competitive sales assistance.
• Who gets T-PTS? Microsoft Gold and Certified
  Partners
• How do I Use T-PTS?Call 0870 60 70 700, Press 1,
  Press 2 for an immediate initial response (830 -
  530) Note For Dynamics products phone support
  is available 830330 (Denmark)or for a 1
  business day initial response use email
  ukpspts_at_microsoft.com or web form
• What products are supported?All Microsoft
  products, including Microsoft Dynamics (MBS).
• Only Basic information is provided for Beta
  products (Best efforts ONLY) .No break fix
  support is provided for beta products

Call 0870 60 70 700, press 1, then 2 for T-PTS
and 3 for TSC
10
What do I get from a T-PTS?

• Summary Telephone-based Pre-sales Technical
  Support will save you time, help show the benefit
  of Microsoft technology and enable you to win the
  deal.
• NEW! Competitive Sales Assistance
• Business Value
• Technical Sales Support

Call 0870 60 70 700, press 1, then 2 for T-PTS
and 3 for TSC
11
What do I get from a T-PTS?

• NEW! Competitive Sales Assistance Win the Deal
  Get the information that you need to compete
  against non Microsoft products. Linked to a
  Global escalation process to track down or
  request creation of contents (for the future).ie
  Microsoft vs the rest of the worldEg white
  papers, customer-ready PowerPoint presentations,
  case studies, discussion guides . . .
• Business Value Show the benefit Total cost of
  ownership, comparison proof points, Cost /
  Value.ie Why upgrade / spend the money?

Call 0870 60 70 700, press 1, then 2 for T-PTS
and 3 for TSC
12
What do I get from a T-PTS?

• Technical Sales Support Save Time Help to find
  the technical information that you need, using
  Microsoft internal and external resources. To
  provide accurate information on product features
  and capabilities, the latest migration
  development tools, interoperability,
  scalability.Demo / test environment
  configuration help. ie I do not have the time to
  prepare the bid proposal! But I want the business
  Spend time earning money and not searching for
  information )Save the deal Break fix help in
  a Pre Sales environment for Demo / test
  environments only (not for production issues).ie
  If I get this demo / test setup to work we will
  win the deal. Help me !

Call 0870 60 70 700, press 1, then 2 for T-PTS
and 3 for TSC
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Technical Services Coordinator (TSC)

• UK MSPP website lt Click Heregt

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Technical Services Coordinator (TSC)

• What is a TSC? A Microsoft Technical Services
  Coordinator (TSC) is a FREE service that provides
  a dedicated Technical Single point of contact for
  escalation management, customised proactive and
  Reactive services (Limited to 40 Hours).
• Who gets a TSC? Microsoft Gold Certified
  Partners ONLY.
• How do I Contact a TSC?Call 0870 60 70 700,
  Press 1, Press 3 for an immediate initial
  response (830 - 530) Note For Dynamics
  products phone support is available 830330
  (Denmark)or for a 1 business day initial
  response use email ukpstsc_at_microsoft.com or web
  form
• What products are supported?All Microsoft
  products, including Microsoft Dynamics (MBS).
• Only Basic information is provided for Beta
  products (Best efforts ONLY) .No break fix
  support is provided for beta products

Call 0870 60 70 700, press 1, then 2 for T-PTS
and 3 for TSC
15
What do I get from a TSC?

• Summary Your Technical Services Coordinator
  (TSC) is a dedicated Single point of contact for
  Technical issues providing proactive content
  focused on your business requirements, using ALL
  internal and external resources to look after
  your interests for proactive and reactive
  technical issues, hotfixes and escalation
  management.(Working with any existing account
  manager - PAM or TPAM)
• Proactive content
• Monthly Report and follow up call
• Escalation Management
• Technical Assistance

Call 0870 60 70 700, press 1, then 2 for T-PTS
and 3 for TSC
16
What do I get from a TSC?

• Proactive contentThe TSC provides relevant
  information based on your current and future
  business planning. The more your TSC knows your
  business, the more they can help you.Eg
  Programs, Exams, Virtual Labs, Technical
  Demonstrations, Monthly Status Reports, Upcoming
  Events like Online Technical Events, Security
  Alerts Updates
• Monthly Report and follow up callTSC sends
  reports on support call usage, discusses
  proactive contents and security alerts in a
  regular monthly call.
• Escalation ManagementThe TSC looks after your
  interests with proactive reactive Escalation
  Management

Call 0870 60 70 700, press 1, then 2 for T-PTS
and 3 for TSC
17
What do I get from a TSC?

• Technical AssistanceThe TSC finds internal and
  external technical resources (KB, whitepapers,
  technical tips, advices, guidance and etc.) and
  may provide resolution for quick technical issues
  and they send hotfixes.
• Detailed or Urgent technical issues are escalated
  to product support and you will be charged a
  professional incident
• A TSC is not a replacement for professional or
  any other support contract.

Call 0870 60 70 700, press 1, then 2 for T-PTS
and 3 for TSC
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ISV Advisory services

• UK Site ISV MSPP site Competency
  Announcement

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ISV advisory hours

• What are ISV advisory hours? A short-term
  consulting service related to planning,
  designing, or development of a packaged solution.
  ISV advisory hours provide support beyond normal
  product support but are NOT a replacement for a
  product support contract.The service is limited
  by the number of hours available and this also
  limits the scope of the service provided.
• Who gets ISV advisory hours? Microsoft Gold
  Certified with the ISV / Software Solutions
  competency get 20 hours (as part of a total 40
  hrs TSC time).Microsoft Certified with the ISV /
  Software Solutions competency get 15 hours.ISV
  Empowered partners get 10 hours.

Call 0870 60 70 700, press 1, then 2 for T-PTS
and 3 for TSC
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ISV advisory hours

• How do I Use ISV Advisory Hours?Microsoft Gold
  Certified Partners with the ISV / Software
  Solutions competency. Call 0870 60 70 700, Press
  1, Press 3 and go via their TSC or email
  ukpstsc_at_microsoft.com or use the web
  formMicrosoft Certified Partners with the ISV /
  Software Solutions competency. Call 0870 60 70
  700, Press 1, press 2 and go via T-PTS or email
  ukpspts_at_microsoft.com or use the web
  formMicrosoft ISV Empowered partners get email
  support only via ukpspts_at_microsoft.com
• What products are supported?All standard
  Microsoft Developer products (excluding non
  developer products) Excluding Microsoft Dynamics
  (MBS) lt under review gt
• Only Basic information is provided for Beta
  products (Best efforts ONLY) .No break fix
  support is provided for beta products

Call 0870 60 70 700, press 1, then 2 for T-PTS
and 3 for TSC
21
What do I get from ISV Advisory hours

• SummaryISV Advisory hours are for help with
  developer products and only include the developer
  part of any solution. The scope is limited by
  the ISV hours available.
• For a more in-depth engagements, including non
  developer products, consider Microsoft
  Consultancy Services (MCS) or purchase a
  Microsoft Partner Advantage (MSPA) contract.

Call 0870 60 70 700, press 1, then 2 for T-PTS
and 3 for TSC
22
What do I get from ISV Advisory hours

• Development AdvisoryAd hoc development advice,
  best practices recommendations for Microsoft
  Developer products. (The request must have a
  developer angle)
• Code SamplesCreate or find code samples to be
  used in test environments (not certified for
  production).
• Excluding the creation of fully working
  applications.
• Technology Architecture / Design reviewsBased on
  a limited scope due to the limited number of
  hours available.
• Tech-talks and workshopsLive chat and customised
  presentation sessions delivered via Live Meeting
• Help with code migration
• Provide information and advice on product
  certification

Call 0870 60 70 700, press 1, then 2 for T-PTS
and 3 for TSC
23
What I do NOT get from ISV Advisory hours

• The following restrictions apply
• No help for non developer issues
• No Infrastructure / Network design
• No Client server installation / setup issues
  unless configuration is using supported developer
  tools / API
• No break fix support
• No Live (in-production) issues.
• No performance tuning

Call 0870 60 70 700, press 1, then 2 for T-PTS
and 3 for TSC