Common use of Premium Support Clause in Contracts

Premium Support. (a) Interactive will provide a fully managed service for the Office 365 solution and Hybrid connections from on premise services. Premium Support excludes support for issues stemming from the actual operational function of the on premise application. (b) The Customer administrator or registered end users shall make any support requests to Interactive by providing information about a specific issue or any requested updates and changes to the service via a service request. Some examples of these issues can be: (i) Troubleshoot Customer issues and escalations. (ii) Gather and validate information related to specific service requests. (iii) Provide issue coordination and resolution management. (iv) Maintain communication with the administrators to help ensure that issues are addressed on an ongoing basis. (v) Escalation to Microsoft for Office 365 service issues. (vi) Cloud user account management (moves, adds, changes). (vii) Security investigations. (viii) Day to day administration and running of the Office 365 cloud service. Products Supported Office 365 Cloud Office 365 Cloud Office 365 Cloud & Hybrid Connections Billing Support ✓ ✓ ✓ Billing & Licensing Self Service ✓ ✓ ✓ Technical Account Manager - - ✓ Guided Technical Support ✓ Technical Troubleshooting - ✓ ✓ Architecture and Configuration advice ✓ ✓ Security Support and Response ✓ Service Management and Administration - - ✓ Service Moves, Adds and Changes - - ✓ 8.1 Interactive will provide Support (Standard or Premium) for the amount of hours as set out in Table D: 0-99 NA NA ▇▇▇-▇▇▇ ▇▇ ▇▇ ▇▇▇-▇▇▇ ▇▇ ▇▇ ▇▇▇-▇▇▇ ▇▇ ▇▇ ▇▇▇-▇▇▇ ▇▇ ▇▇ 500+ As set out in the CMS SOW 8.2 The Support hours expire and renew each year on the anniversary date of the first date the Office 365 Licenses are provisioned. Unused hours do not accrue. Support is included for Standard and Premium Support only, and only where the Customer has 100 or more licenses. If Interactive provides Licence Only Support, or less than 100 Microsoft Office 265 licenses, any support will be charged on a time and materials basis.

Premium Support. (a) Interactive will provide a fully managed service for the Office 365 solution and Hybrid connections from on premise services. Premium Support excludes support for issues stemming from the actual operational function of the on premise application. (b) The Customer administrator or registered end users shall make any support requests to Interactive by providing information about a specific issue or any requested updates and changes to the service via a service request. Some examples of these issues can be: (i) Troubleshoot Customer customer issues and escalations. (ii) Gather and validate information related to specific service requests. (iii) Provide issue coordination and resolution management. (iv) Maintain communication with the administrators to help ensure that issues are addressed on an ongoing basis. (v) Escalation to Microsoft for Office 365 service issues. (vi) Cloud user account management (moves, adds, changes). (vii) Security investigations. (viii) Day to day administration and running of the Office 365 cloud service. Products Supported Office 365 Cloud Office 365 Cloud Office 365 Cloud & Hybrid Connections Billing Support ✓ ✓ ✓ Billing & Licensing Self Service ✓ ✓ ✓ Technical Account Manager - - ✓ Guided Technical Support ✓ Technical Troubleshooting - ✓ ✓ Architecture and Configuration advice ✓ ✓ Security Support and Response ✓ Service Management and Administration - - ✓ Service Moves, Adds and Changes - - ✓ 8.1 Interactive will provide Support (Standard or Premium) for the amount of hours as set out in Table D: 0-99 NA NA ▇▇▇-▇▇▇ ▇▇ ▇▇ ▇▇▇-▇▇▇ ▇▇ ▇▇ ▇▇▇-▇▇▇ ▇▇ ▇▇ ▇▇▇-▇▇▇ ▇▇ ▇▇ 500+ As set out in the CMS SOW 8.2 The Support hours expire and renew each year on the anniversary date of the first date the Office 365 Licenses are provisioned. Unused hours do not accrue. Support is included for Standard and Premium Support only, and only where the Customer has 100 or more licenses. If Interactive provides Licence Only Support, or less than 100 Microsoft Office 265 licenses, any support will be charged on a time and materials basis.