In this article lets quickly check them out. Schedule a Call. Monthly. Learn more. USD1,000 per month. Contact our team for a tailored quote based on your needs. adobe. Understand Premier Support React SLA times. From Support for Business, select the Dynamics 365 product family followed. Severity: Description: Target Premier Response SLA: Target Production Response SLA: Target Basic Response SLA: Severity 1. The Edit SLA form opens with the values populated while adding the SLA. To start a support request in the context of the resource you're currently working with: From the resource menu, in the Support + troubleshooting section, select New Support Request. Critical Severity 1: 15 min for Azure, 1 hour for all other products. Premier Support for Partners provides comprehensive support services for established businesses—including ISVs, managed services providers, and systems integrators—while Advanced Support for Partners is ideal for growth-minded cloud partners who need a higher level of service than the Microsoft Cloud Partner Program core benefits provide. Level 1: Production application down or major malfunction affecting business and high number of staff. Accelerate the value of your business-critical solutions with personalized support delivered through a mix of reactive, proactive, and in-. 1 Professional Direct does not cover Business Central. The current and archived editions of the SLA are available for download and they cover Azure, Dynamics 365, Office 365, and Intune. Financially-backed commitment to provide a minimum level of service to customers. Standard Support available during local business hours; 24x7 Support for severity 1 issues onlyThis index provides customers with guidance on the likelihood of functioning exploit code being developed for vulnerabilities addressed by Microsoft security updates, within the first thirty days of that update's release. 99%. 99% D. Business-critical dependence. The current and archived editions of the SLA are available for download and they cover Azure, Dynamics 365, Office 365, and Intune. Designated support engineer, third-tier support, Azure Rapid Response, Premier Support for Developers, IT service management, Premier Mission Critical Support, Office 365 Engineering Direct. If 24-hour support is selected, your company should have people available to work on the incident potentially 24 hours a day. Service Level Agreement for Premier Support Clients. (minimum 20 users) Starts at $50,000/year3. Service Level Agreements (SLA) for Online Services The Service Level Agreements (SLA) describe Microsoft’s commitments for uptime and connectivity for Microsoft Online. Uptime (Availability) & Downtime . • Track the status of your open support requests at-a-glance and from one central location. I have subscribed standard support for Azure, But the response and the resolution we're getting from Microsoft is very bad and not in a professional manner. If failure time is set to 10 hours, then you see. Learn more about cloud computing. Level Subscription Enhanced Professional Direct Premier Self-Select Your Plan Small business operating a simple environment, sandboxing,We recommend Enterprise Support if you have business and/or mission critical workloads in AWS. We provide support in nine languages: English, Spanish, French, German, Italian, Portuguese, Traditional Chinese, Korean, and Japanese. Severity: Description: Target Premier Response SLA: Target Production Response SLA: Target Basic Response SLA: Severity 1. Support for Severity 1 issues will be provided in English, using local language (if other than English) when possible. If they don't respond within that time frame, they encourage you to rattle their cage. Microsoft Services Hub documentation. On the page that appears, select New SLA Item. USD100 per month. When Microsoft Professional Services identifies a data protection incident, a triage process occurs that (a) assesses the event, (b) determines whether it is in-scope for this process, (c) determines whether it was malicious, (d) performs a preliminary investigation and assigns a severity level, and (e) alerts and coordinates with appropriate. In plain English, the Microsoft Premier Support SLA Service Level Agreement violation is. Learn more at Help and Support and Find a Reselling Partner. The Premier Support plan is part of the “Enterprise support offering” and is equivalent to the Professional Direct support plan that is available for all Azure users. Customers must have an Azure Government account to purchase an Azure Government support plan. No Severity A for e-mail or online submission. 24x7 Support. BILLING AND SUBSCRIPTION MANAGEMENT SUPPORT. CustomerSource can continue to be used to access Dynamics specific. We service many Fortune 500’s, complex multi-nationals, and companies in North America, Europe, and Asia. contacts, except for Severity 1 and A which must be submitted via telephone as set forth. You also ensure that Microsoft has your accurate contact information. Let Microsoft Incident Response help before, during, and after a cybersecurity incident by removing bad actors, building resilience, and mending your defenses. Multi-level SLA: A multi-level SLA is an agreement in which an SLA is divided into multiple tiers or levels that specify a series of customers using a single service. For your concern, SLA is the agreement that Microsoft promises to achieve and maintain the service levels for each service. Initial Response Time (IRT) is defined as the time elapsed between a customer opening a support ticket and Microsoft responding to the ticket request. Maximum severity for Developer support is Severity C. References. Knowledge Check 👨🏫. Instead, we have turned IT into a strategic asset for the company, saving 120 hours of. Normal. Incident severity levels are a measurement of the impact an incident has on the business. Save 30-50% with US Cloud. In the SLA list view page, click the Delete icon beside the SLA Name you wish to delete. For implementations that encompass multiple cloud products (Core, Marketing Cloud, etc. Service Select Contractual for Premier Support Customers. See a summary of all your support cases in your current workspace for up to 18 months by product, filterable by case status, time period, severity (initial, current, or max), and/or product family. This Collaborative Enterprise Support Service Level Agreement (the “SLA”) is an agreement between you, the Certified Collaborative Support Provider (hereinafter “CCSP”) and Check Point Software Technologies Ltd. Microsoft's approach to managing a security incident conforms to National Institute of Standards and Technology (NIST) Special Publication (SP) 800-61. Step 2: Identify and assign one or more individuals as Software Assurance Managers. Learn more. This is a “guideline” and not an SLA with service failure penalties. Can’t access your account? Terms of use Privacy & cookies. Contact your Microsoft account executive to learn more. Name: Name of the SLA detail. The SLA workbook template is accessible through the workbook gallery in your Application Insights resource. Download the most recent version (English) (November 2023): This support plan has been built to accelerate your cloud adoption journey through a complete coverage for cloud, hybrid, and on-premises solutions across all Microsoft products. 0. Critical situation oversight. Microsoft Dynamics 365 support is the clear choice across a shifting market segment. View customer service incidents. Support services include:Maintain your business continuity with as-needed technical support for your entire organization. The cost of Unified Support is no longer consistent. Emergency support (Severity Level 1) <1 hour. You can apply a default SLA in the Customer Service admin center or Customer Service Hub app by performing the following steps: Go to Service Level Agreements. This Service Level Agreement (“SLA”) is subject to the terms of the applicable Dynamic Signal Software as a Service Terms and Conditions between Dynamic Signal, Inc. Maintenance Services support: (a) Premier On-Site Maintenance Support applies only to Locations within 50 kilometers of a Service Center; all mission critical Equipment should be covered by Premier On-Site Support. Step 1: Register the Agreement by signing into the Volume Licensing Service Center. Describe the severity of the issue and level of support required. A cloud SLA (cloud service-level agreement) is an agreement between a cloud service provider and a customer that guarantees a minimum level of. The support cost is based on a percentage of your historical annual product spend, using graduated pricing rates. Technical Support: Severity A (crisis): 24 x 7. Providing your organization with better support, faster case resolution, and more flexibility than Microsoft Unified Support. Microsoft Find Roadmap; Microsoft Licensing Advisory; Digital Change Strategy; Secretary 365 Security. SLAs specify commitments that are agreed levels of service between the service provider and the customer. Learn about the types of Microsoft Azure support resources that are available to you. We are using DevOps in a support engagement where we need to track 'Response' and 'Resolution' SLAs (Service level agreements) for every request (work item type issue/bug) logged. Or in more plain English, Unified IRT SLA Service Level Agreement means Microsoft must respond 24×7 to Unified customers. No support for any issues tickets. VMware is here to help customers find the correct level of support from developer assistance to a comprehensive customer success offering. Trial and non-production environments. New Case Form Tips. Unified Support. Go to Help + support from a resource menu. I opened a ticket at 8:45 AM on Friday, 9/17/21. Basic Premier; Coverage Hours: M-F 9am-5pm 1: 24x7 (Severity 1 & 2) M-F 9am-5pm (Severity 3 &4) 1: Online documentation and knowledge base: Open University access: User Community access: Product suggestions:Microsoft Unified Support resolution times have gone through the roof in Q4 2022 leaving enterprises scrambling for alternatives. Service Level Agreement for Premier Support Clients. In this article. 999%, 3. For example, the public SLA may state that all tickets will receive a response within 6 hours, but the private SLA requires a 4 hour response. Based on 24x7 in English for Severity A and B and in Japanese for severity A. safelinks. Severities A and B are not available with the Developer support plan. Make sure the SLA goals are SMART. Learn more at Help and Support and Find a Reselling Partner. Then, set the Request type to Incident. You can open a new support request with a Premier, Professional Direct, Standard, and Developer support plan. Understand Principal Support Response SLA times. Maximum severity for Developer support is Severity C. Service Level Agreement for Premier Support Level If Customer is receiving the Premier Support Level, target availability for the Snowflake Service is ninety-nine and nine tenths percent (99. Get adenine faster SLA with DCG upward to 10 minutes. For the first time, high severity (level A), mission-critical tickets are now taking weeks, not hours, to fix at Microsoft. Premier Plus, our top tier customer success offering, assigns your organization. If you purchase ProDirect support, we’ll email you to help you get started. Unfortunately for some enterprises that have combined their Unified Support (formerly Premier) agreement with. Learn more. Check requirements, benefit activation (Link support benefits) and then submit your New Azure technical support request or check an existing request. View status of services: The Service health section shows the current status of the service and details about service disruptions and outages. requests with 'Critical' severity need to be responded to within 2 hrs and. “ Bringing Unified Support onboard was pivotal in accelerating our journey. We reserve the right to change the terms of this SLA in accordance with the Agreement. If you are unable to use Customer Connect to open a new support case or to escalate an existing case, please call VMware Support at 1-877-486-9273 for English language support in the U. Online All-Access Subscription: 1 user licenseYou can get paid support from Microsoft that includes technical support and a range of extra service options. We are able to offer you personalized support from a team that has a deeper understanding of your business and system. Included for all Azure customers. 1. Premier Support DSE rates are $295 per hour. It provides a consistent entry point for all Premier incidents, as well as a wealth of information on Microsoft products via newsletter, Web casts, and downloads. For your concern, SLA is the agreement that Microsoft promises to achieve and maintain the service levels for each service. Standard Support is an extensive range of services, available Monday through Friday, during One Identity Support business hours in a single geographic region. If you have a Premier or Unified support contract, when you submit a new request, or edit an active support request, you can: Specify the severity of your issue; Schedule a support callback for a specific day and time; Depending on your support contract, the following severity options are available:An incident is defined as a single support issue and the reasonable effort that is required to resolve it. Within 1 hour from Initial Response, Mon-Fri. Support for your small business. Beginning July 1, 2024, Microsoft will no longer offer Premier Support agreements for renewing public sector customers. Online case management. 95% of the time, your SLO is likely 99. Service Level Agreement Limitations The following will be excluded from any time-based calculations related to the service component being Unavailable:In the Support method section, select the severity of the issue. Business Central customers should contact their reselling partner to get help with technical problems. Maximum severity for Developer support is Severity C. Support tickets can be created from the Azure portal. As per Microsoft's. 2 Business Hours. Understand Top Support Response SLA times. 3) Measure customer support performance. SharePoint App is now available on Google Play & App. A pop-up window will open. 4 Calls and service requests are handled 24 hours a day, seven days a week in most countries and regions. If they don't respond within that time frame, they encourage you to rattle their cage. Severities A and B are not available with the Developer support plan. 9%. Acronis Service Provider Support Guidelines. Billing support is provided in English from 9 AM to 5 PM (9 AM to 6 PM in Australia), Monday-Friday. The Service Level Agreements (SLA) describe Microsoft’s commitments for uptime and connectivity for Microsoft Online Services. To simplify your support solution, DCG is offering a flexible, rapid-response alternative. All new support cases are created, by default. Adobe posts notices regarding maintenance and other outages at status. Incident: At a minimum, every eight hours or mutually agreed upon frequency. 1 Delegated Administrator. App Engine. Evaluate & Accelerate Menu Toggle. A service level agreement (SLA) is an agreement between a service company and a service customer. Azure support plans and benefits in these plans are utilized by customers, and not transferrable. AutoML Translation. 3. Severity 1 support requires you to have dedicated resources availableOpen Support requests. Compare plans. (minimum 20 users) Starts at $50,000/year3. Standard. Our SLA is up to 60% faster at all levels. O Tempo de Resposta Inicial é o período desde o momento que você envia sua solicitação de suporte até quando o Engenheiro de Suporte da Microsoft entra em contato com você e começa a trabalhar na sua solicitação de suporte. While on the phone, I was promised a 2 hour callback from the call router at Microsoft. Service Health Dashboard C. Understand Premier Support React SLA times. Which of these is not a way to view service status updates for Microsoft 365? A. Agent recommendations for SCOM users. For example: At Atlassian, we define a SEV (severity) 1 incident as “a critical incident with very high impact. Compare our partner support plans. For the past fifteen years, I've witnessed as the quality of MS Premier Support has fallen from stellar service to something that really can no longer be called service. If you have already viewed the above references, since I haven't found other official documentation for SLA on Unified Enterprise Plan, I would like to suggest you contact your admin/IT department and let them create a support ticket via Microsoft 365 Admin Center> Support> New. Get one fast SLA use DCG up until 10 minutes. If you select admin support-hours support when you submit a Severity B incident, Microsoft will contact you during admin support hours only. You assign the severity of the issue when you open the case. Read the Statement on Safe Use and Disposal of SecurID Tokens. We provide support in nine languages: English, Spanish, French, German, Italian, Portuguese, Traditional Chinese, Korean, and Japanese. 30 days unless Customer requests additional assistance. Typically, the lower the severity number, the more impactful the incident. Team/Area. Escalation management. Service Floor Agreement for Premier Support Customers. Home; Services Menu Toggle. Learn more. It provides a high degree of trusted guidance and competence to our agencies and helps keep the Government of South Australia moving in the right. English speaking technical support can be contacted by email, live chat or telephone seven days a week, 24 hours a day. protection. S. UK Department for Education. If a problem consists of subordinate issues, each of these issues shall be considered a separate incident. Helpdesk 365. Tip: Support will need your Commcell ID to reference your account. Buy Microsoft 365. Learn more or Get Support. For support information,. $9. Service Leveling Agreement for Premier Customer My. Based on 24x7 in English for Severity A and B and in Japanese for severity A. g. Premier Plus. If considering an Independent Third-Party Microsoft Software Support Provider as an alternative to MS Premier/Unified Enterprise, make sure to verify their ability to escalate quickly to Microsoft for high-severity tickets, require contractual SLA’s for response times and escalations, and ask about support engineer credentials and ITAR 120. Products. Severity Level 1 Support Level 2 Support Level 3 Support (any edition with both 24x7 support and High Availability) All Customers Customers with Premier Plus Success Plan; Urgent (highest) 4 Business Hours. SLA Best Practices. USD 29 per month. Customer can subscribe to receive notices of maintenance and other. Support incidents cannot be used for general. For other languages and severities, local language support provided during. This time, though, I've discovered a problem with this scheme: it won't work if one of the vendors never gives you a support engineer. Requests for support may be submitted via telephone or electronically through the Premier online website by Your designated Study with Quizlet and memorize flashcards containing terms like 1. Standard Professional Direct Unified Enterprise Self-Select Your Plan Business operatingCompare our partner support plans. Severity Level 1: Encompasses any issue where a production system is down or inoperable, or critical business operations are halted. For more information, see compare partner support plans. Microsoft provides all day, every day support in English for all Severity A issues and might provide all day, every day assistance for issues of other severity based. Whatever the challenge, we focus on supporting the initiatives to leverage your data and the data available from potentially thousands of organizations doing business in the Data Cloud. With Enterprise Support, you get 24/7 technical support from high-quality engineers, tools and technology to automatically manage health of your environment. System operations of a mission critical applications are down. If Microsoft does not achieve and maintain the service levels for each service as described in the Service Level Agreement, then you might be eligible for a credit towards a portion of your monthly service fees. Trial and non-production environments. g. Select the Help (?) icon. The service provider can be internal (such as the legal department or IT Helpdesk) or external (such as a hosting provider, a SaaS supplier or a backup service provider). Generally, such agreements leverage a single contract, which is convenient for the vendor because of the. Escalated to Support Manager after 8 hours. Enjoy faster, 24/7 fanatical global Microsoft support from domestic US teams while freeing up funds to invest in innovation, create competitive advantage, and drive growth. Critical Severity 1: 15 min for Azure, 1 hour for all other products. The following table defines the severity levels and the targeted initial response time for Standard Support, 24x7 Support, and Premier Support. The expected wait time is indicated in the Contact support pane. 1 Cloud flows only. Evaluate & Accelerator Menu Toggle. You can create 3 types of tickets: This is a free support for every Microsoft Azure customers. 16. You can create 3 types of tickets: This is a free support for every Microsoft Azure customers. Contact our team for a tailored quote based on your needs. Premier support is best for self-sufficient organizations interested in faster response times. Severity B - Call back will be made in regular business hours Severity C - Call back will be made in regular business hours Contacting Microsoft Product Support using Online Support Submissions As an alternative to opening a support incident via phone, you can use our Online Support. For other languages and severities, local language support provided during. So I have done that. Unified Enterprise Support Services Description (USSD) The Microsoft Unified Enterprise Support Services Description provides you with information on the support services that are available to purchase from Microsoft. 2 Enterprise plans include 24/7 phone support from Microsoft for all issues. We would like to show you a description here but the site won’t allow us. None. Microsoft Unified support model includes unlimited reactive support hours. Requires support access to available customer resources on site 24x7 until resolution or a suitable workaround to restore function is implemented. We recommend adopting the following tried-and-tested severity levels: Minor: Issues with low impact, which can usually be handled within working hours. Severity 1. Planned maintenance information is available on the Message Center. A: Microsoft Premier Online is a private Web site exclusively for Premier support customers worldwide. The Service terms page appears. Premier Support Service Level Agreement (SLA) – Initial Response Time. SCOPE. As an Email Security Manager with a background as a Microsoft 365 Premier Support Engineer, I offer extensive expertise in creating and maintaining robust email security solutions to protect organizations from cyber threats. On the All support requests page, select the support request. Pricing (USD) Starts at USD16,500 per year 5. Solution. Get a faster SLA with DCG up to 10 video. Service level agreement (SLA) Usually a binding commitment between a service provider and a customer. $175,000. Support Business Hours . Azure Service Health helps you stay informed and take action when Azure service issues like incidents and planned maintenance affect you by providing a personalized health dashboard, customizable alerts, and expert guidance. Learn more. Service-level agreements (SLAs) enable businesses to track support policies and ensure customers are being supported per the support policy to which they are entitled. An SLI (service level indicator) measures compliance with an SLO (service level objective). I received an EMAIL at Noon with questions asking about this issue. Ref ticket # 2108170060003188 . Severity 2 (Significant) N/A 2 hours Severity 3 (Less Significant) N/A 8 hours Severity 4 (Minor) N/A 2 business days Premium Support NetSuite Premium Support provides everything Basic Support includes plus toll free help for non-critical issues, priority case queuing, weekend support, early notification of new releases, and commerce response. 24 Hours. In such a case, contact your support engineer to request severity update by. An IT service desk, for example, typically agrees to provide technical support for a wide variety of services and. This common operating model allows Workday to provide the high level of service reflected in our business agreements. Microsoft Solution Roadmaps; Microsoft Licensing Advisory; Digital Transformation Strategy; Office 365 Security. These options are available when you open or submit a new issue and when you edit an active support case. Requirements: 1. , 2009). Understand Premier Support Get SLA period. 1 For technical support, maximum severity for Developer support is Severity B. Note: The severity levels cannot be changed if a support ticket is actively being worked upon by an Azure support engineer. Partners who need complete, end-to-end managed support across the full Microsoft platform for growing their business and generating new business opportunities. 50. Public Sector: As of July 1, 2023, new public sector customers no longer have the option to purchase a Premier Support agreement. Lists all communications (attachments not included) for a support ticket. Drive innovation and growth with tailored insights and recommendations. Business-critical dependence. Advisory Support • As-needed Advisory Phone Support (limited to six hours or less per incident) Technical Training • On-demand videos, hands -on labs, learning paths, and expert -led webcasts: Enhanced Solutions* • Relationship-driven, in -depth support experiences, including Support for MissionIf you're unable to resolve an issue, you can escalate it to Microsoft in the following ways: Commercial issue support: Support is available to all partners in the CSP program. 1 Hour. Step. 1 hour: SEV-2Get incident response services from experts. Support Tickets - Update. The Escalation SLA gives US Cloud client assurance that unresolved tickets will time out within a certain timeframe based on technology, severity, and complexity, and be automatically escalated to Microsoft. On the number of support requests histogram, see the number of support requests opened by product. 15 min response – SLA. In the past, Microsoft Dynamics customers on a Premier Support plan had the option to log a support incident. Premier Support is only available for Public Sector customers. The All Service Level Agreements view is displayed. Understand Premier Sponsors Response SLA times. Kaseya support efforts are prioritized based on the business impact of the issue and on the support level of the c ustomer organization, the technology area, and/or operating level agreement with third-party vendors. ”. Severity 4 - A minor incident with a low impact that may include non-critical feature malfunctions or low-priority user complaints. I have attached the below is a severity A ticket and its been almost 1 week. SLA commitments can be measured in a qualitative or quantitative way. Premier Support for Partners provides comprehensive support services for established businesses—including ISVs, managed services providers, and systems integrators—while Advanced Support for Partners is ideal for growth-minded cloud partners who need a higher level of service than the Microsoft Cloud Partner. Based on 24x7 in English for Severity A and B and in Japanese for severity A. To view details about a support request to view details, including its severity and any messages associated with the request, select it from the list. Privacy & cookies. Pricing (USD) Starts at USD16,500 per year 5. upvoted 1 times. From the list of entity records, select Service Level Agreements in Service Terms. To provide the highest quality of service, we use Service Level Agreements to define roles, manage. The goals you put down in your service level agreement must be S pecific, M easurable, A chievable, R elevant, and T ime-bound or SMART. "Break-fix" is an industry term, which refers to "work involved in supporting a technology when it fails in the normal course of its function, which requires intervention by a support. If your support plan is not Premier or Premier Plus, call the number referenced on the status. REGISTER YOUR DEVICE AND CREATE A SUPPORT PORTAL ACCOUNT. For example, if CSAT is well designed, you’ll likely see more repeat purchases. Standard Professional Direct Unified Enterprise Self-Select Your Plan Business operating Compare our partner support plans. Premier Success Plan. Microsoft Cheat Sheet. Evaluate & Accelerate Menu Toggle. Emergency 24/7 Support for Critical Severity. Understand Premier Support React SLA times. ; Open a ticket for Professional Support for Service Fabric. Professional support incidents can be supported 24 hours a day or during business hours until they’re resolved. 1 Entitlement for Community support - Community Support (from the Atlassian Community) is available to anyone who signs up. Phone support. Select the Category and Sub-category that best fits your issue. See if Unified's all. GOAL The goal of this Service Level Agreement is to define the serviceprovider’s purpose of an uncompromised level of technical service. Microsoft Cheat Sheet. Learn more about the benefits and features of Microsoft Premier Support, a comprehensive and flexible support solution for your business-critical needs. Change. Premium Support. Premier; Advanced support for partners; If you do not know your unique contract ID/access ID combination, contact your Microsoft account manager to have an ID created for you. Service Set Agreement for Premier Support Customers. Assistance Level Deal for Premier Customer Customers. No. Drive your success with Microsoft technologies Unified Enterprise is designed to match the needs of your organization by providing comprehensive coverage for your entire Microsoft portfolio. This Services Description describes the various types of services that may be obtained (the “Services”). If you purchase ProDirect support, we’ll email you to help you get started. Cheaper. Included for all Azure customers. 1 24x7 in English for Sev A and B and in Japanese for severity A. For clarity, Response Time refers to the period of time from when a support case has been submitted by Customer and Okta’s initial response to Customer. Contact our team for a tailored quote based on your needs. These disciplines are pretty rigorously enforced because Microsoft uses those. ; You can also get support for this package as a part of. Business-critical dependence. Select the SLA for which you want to add an SLA item. Receive incoming support requests from customers. Support is available 24 hours a day, seven days a week, in English for all severities and in Japanese for severity A only. Microsoft for Startups 特典 サポート Microsoft Imagine 特典 サポート サポート提供先 企業様/ パートナー様 企業様 パートナー様 企業様/ パートナー様 パートナー様 エンド ユーザー様 個人のお客様 ターゲット 中堅企業/ 中小企業 教員/ 教育 機関 コンシューマー ご. Your Support subscription has expired. N/A. This service level agreement (SLA) describes the levels of service that [company name] (‘the client’) will receive from CIP Computer Consultancy (‘the supplier’). Service level agreements (SLAs) SLAs are created to document the commitments that you plan to fulfill for customers. ;Unified Support Service Level Agreement (SLA) – Initial Response Time. 1 Critical situation resources are individuals who are assigned to help drive prompt issue resolution through case engagement, escalation, resourcing, and coordination. Definity First. In the past, Microsoft Dynamics customers on a Premier Support plan had the option to log a. See the product support details page for product-specific variances in support (if any). If an issue does occur, get resolution quickly with escalation management. Businesses use SLAs to govern support products that customers either receive as part of their purchase or add on to their purchase.