Appendix A – CAL/ML Equivalent Licenses



Rights to access server software running on Customer’s Licensed Servers or to Manage OSEs are available under CAL suites and Online Services SLs. If a cell is shaded blue in a server’s row, the CAL suite or SL in that column satisfies the License requirement for access to (or management of) that Server Product’s base or additive functions. CAL suites must be purchased after the Product’s Date Available or have active SA coverage on such date to satisfy access requirements for the current version of the Server Product.

 

 

 Office 365 Enterprise

Office 365 without ProPlus

Core CAL

Enterprise CAL

Enterprise Mobility

Servers

E1

E3

E4

E1

E3

E4

Suite

Bridge O365

Bridge Intune

Bridge O365+Intune

Bridge EMS

Suite

Bridge O365

Bridge Intune

Bridge O365+Intune

Bridge EMS

Suite

Exchange Server 2013 Standard

Base

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Additive

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Exchange Server 2013 Enterprise

Base

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Additive

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

SharePoint Server 2013

Base

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Additive

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Microsoft Audit and Control Management Server 2013

Base

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Skype for Business Server 2015

Base

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Additive(Ent)

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Additive (Pls)

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Windows MultiPoint Server 2012 Standard

Base

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Additive

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Windows MultiPoint Server 2012 Premium

Base

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Additive

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Windows Server 2012 R2 Standard

Base

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Additive (RDS)

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Additive (RMS)

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Additive (FIM)

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Windows Server 2012 R2 Data Center

Base

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Additive (RDS)

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Additive (RMS)

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Additive (FIM)

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

System Center 2012 R2 Client Management Suite

Management

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

System Center 2012 R2 Configuration Manager

Management

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Note: Office 365 Education E1 and Office 365 Nonprofit E1 do not satisfy the License requirement for access to (or management of) the Products in this table.



Appendix B – Software Assurance

Purchasing Software Assurance



There are three different levels of commitment Customer may select when purchasing SA, which may vary by program. Customer can:

1.        Commit to attaching SA on all platform products.

2.        Commit to attaching SA on all purchases under a particular Product pool (Applications, Systems or Servers), referred to as Software Assurance Membership (SAM).

3.        Purchase SA on individual Products without making any commitment to expanding SA to other Products.

 

SA must be acquired at the time of acquiring the License or upon renewal of an existing SA term. Unless otherwise stated, only licenses for the latest version of a Product are eligible for SA. In the case of a transfer of perpetual Licenses, the transferee may acquire SA for such transferred Licenses within 30 days from the date of transfer and provided that the transferor maintained active SA for the Licenses up until the date of transfer.

 

Customers may have the option to acquire SA for certain licenses purchased from the Retail channel (full packaged product) or from an Original Equipment Manufacturer (OEM), as described in the table below. Under Open Value, this option applies only to non-Organization–wide/ Company-wide products. Under Enterprise Agreements, it applies only to Additional Products within 90 days from the date of purchase. Customers who acquire SA for OEM or retail licenses have the option of installing and using the Volume Licensing software for the current version at any time.

Pool

Full Packaged Products

OEM

Programs

Application Pool

N/A

SA available only as outlined below

Applies to Open License, Select, Select Plus and non Organization wide under Open Value and Additional Products under Enterprise Agreements. It does not apply to Enterprise Products under Open Value and Enterprise Agreements. For Microsoft Products and Services Agreement (MPSA) refer to the MPSA Licensing Manual.

System Pool

SA available

SA available

Server Pool

SA available

SA available

 

Customers who acquire Microsoft Office Professional 2013 from an OEM may acquire SA for Microsoft Office Standard 2013 in the Open License programs, Select and Select Plus programs, and non Company-wide under Open Value within 90 days from the date of OEM purchase.

 

Customers who purchase through the Microsoft Products and Services Agreement (MPSA) must refer to the MPSA Licensing Manual for details related to SA purchase through MPSA and a description of SA Benefits under the MPSA program.

Renewing Software Assurance

Renewing Coverage under the Same Agreement

Terms for renewing SA under the same program agreement by which it was initially ordered are contained Customer's volume licensing agreements. Customers may renew SA without the need to simultaneously order a License as long as the SA coverage has not expired. In addition, the following terms apply to specific programs as noted:

 

Open License

SA coverage ordered under an Open License authorization number ends upon expiration of that number. To renew, Customer must submit a renewal order for SA within 90 days after their authorization number expiration date.

 

Enterprise Agreement

To renew SA coverage under the same enrollment under an Enterprise Agreement, Customer must sign a new 2011 or later Enterprise Enrollment and Agreement (if they have not already), and must submit a renewal order for SA (as applicable) for 1) all Enterprise Products, Application Platform Products, Core Infrastructure Products and Additional Products they wish to renew and 2) any Online Services, accounting for transitions (if applicable).

 

Enrollment for Application Platform

EAP customers who have previously deferred Licenses via SA prior L SKUs must buyout their Licenses before they can renew SA.

 

Renewing Coverage from a Separate Agreement

Customer may renew SA for any Product if Customer has obtained a perpetual License and SA for that Product under a previous agreement in the same Volume Licensing Program, provided that 1) Customer’s new agreement or enrollment must be effective no later than the day following the date of expiration of the previous agreement or enrollment, and 2) the SA renewal order must be placed prior to the expiration of prior SA coverage, unless such coverage is being renewed from an Open License Agreement. In that case, Customers have 90 days from the expiration to place the order.

 

Customer may renew SA under different Volume Licensing Program by acquiring SA under an existing Open Value agreement, MPSA, Select, Select Plus or Enterprise enrollment. For customers renewing SA originally purchased under an Enterprise enrollment, this exception applies to Additional Products and Products outside a Company-wide commitment only. For all programs except MPSA or Select Plus, the order must be for the remaining term of the existing agreement or enrollment (i.e., SA x the number of years remaining in the enrollment term as of the order date, including any partial year). In MPSA or Select Plus, the order will be for 36 months. For Agreement versions 2008 and prior, as long as coverage is renewed within 30 days (90 days if renewing from Open License program), customers will be deemed to have SA coverage during any period of time between when their expiring SA coverage lapsed and when the new coverage begins.

 

Renewing Software Assurance Coverage for Client Access Licenses (CALs) and Client Management Licenses (MLs)

Transitioning between User and Device CALs:  Customers renewing SA for CALs can switch between User and Device. This transition does not change the CAL edition (i.e. Standard to Enterprise).

Transitioning between User and OSE Client MLs:  Customers renewing SA for client MLs can switch between User and OSE.

Migration License for Discontinued or End-of-Life Products

Qualifying License,” as used here, refers to a License with SA coverage as of the date specified and for the Product identified in the product entry referencing this section.

Migration License,” as used here, refers to rights granted in the Product Entry referencing this section.

 

Unless stated otherwise in the Product Entry:

            Customer may upgrade to and use software under a Migration License in place of software covered by the Qualifying License. The Customer may not use software under both licenses simultaneously.

            Migration Licenses are granted on 1:1 for each of Customer’s Qualifying Licenses.

            If Customer acquired perpetual rights to use software under a Qualifying License, the rights to use software acquired under the Migration License are likewise perpetual; otherwise, rights acquired under a Migration License expire when the underlying Qualifying License expires.

            Upon expiration of SA coverage on the Qualifying License, Customer may acquire SA for the same version and edition of the Product covered by the Migration License, without the need to first acquire separate new Licenses. This option does not apply to customers buying licenses under subscription programs (e.g., Enterprise Subscription Agreements or Open Value Subscription agreements).

            Customer may not transfer Migration Licenses separately from Qualifying Licenses.

            Subsequently acquired licenses for the same discontinued Product under the same enrollment term under an Enterprise or Enterprise Subscription Agreement, Open Value Subscription or Enrollment for Education Solutions, as part of Customer’s scheduled true-up process are also Qualifying Licenses for purposes of the license grant. Coverage for Products under subscription agreements must be continuous.

Software Assurance Benefits

Most SA Benefits are available across each Product Pool, as described in the table below. Active SA for any qualifying Product qualifies Customer for the benefits shown in the table below. Some benefits are awarded based on Customer’s SA spend on a given set of qualifying products within a pool. For these purposes, “SA spend” is not literally Customer’s actual dollars spent, but is an approximation of what Customer has spent on SA coverage for those Products under its Select or Enterprise Enrollment, Select Plus registration or Open agreement (For example, SA only purchases and the SA component of L&SA purchases). For customers under subscription programs, it is an approximation of the total dollars Customer has spent licensing those Products under its enrollment or agreement. Other benefits correspond to SA Membership; SA Membership for the applicable Product pool qualifies Customer for those benefits. Customer’s access and rights to use their SA benefits, generally expires upon expiration of their SA coverage, unless otherwise noted below or in the Product Entries. The benefits are subject to change and may be discontinued at any time without notice. Availability of benefits varies by program, region, fulfillment options and language.

 

Customers who purchase through the Microsoft Products and Services Agreement (MPSA) must refer to the MPSA Licensing Manual for details related to SA purchases through MPSA.

Benefits

Applications Pool

Systems Pool

Server Pool

New Version Rights

X

X

X

Office Multi Language Pack

X

 

 

Office Online

X

 

 

Planning Services

X

X

X

Enhanced Edition Benefits – Windows and Windows Embedded

 

X2

 

Enterprise Sideloading

 

X

 

Windows Thin PC

 

X2

 

Microsoft Desktop Optimization Pack (MDOP)

 

X

 

Windows Virtual Desktop Access (VDA)

 

X

 

Training Vouchers

X

X

 

E-Learning

X

X

X

Home Use Program

X

 

 

24x7 Problem Resolution Support

X

X

X

Extended HotFix Support

X

X

X

Microsoft Dynamics CustomerSource

 

 

X

Step-Up License

X

 

X

System Center Global Service Monitor

 

 

X

Servers – Disaster Recovery Rights

 

 

X

License Mobility

 

 

X

Servers – Self Hosted Applications

 

 

X

Windows SA per User Add-on Purchase Rights

 

X

 

Virtualization Rights for Windows and Windows Embedded Desktops

 

X

 

Enterprise Source Licensing Program

 

X3

 

1For the purposes of SA Benefits calculations, the following Online Services are considered Office Application Pool Products: Enterprise Cloud Suite From SA, Office 365 E1 From SA, Office 365 E3 From SA, Office 365 E4 From SA, and EMS from SA.

2 Existing customers with SA for Windows Pro Upgrade or Windows Embedded Industry Pro Upgrade continue to receive Enterprise Edition Rights.

3Not an SA benefit for Windows Embedded Products.

 

New Version Rights

Customer may upgrade to the latest version of an available Product. Use of the new version is subject to the License Terms for that version.

 

Office Multi Language Pack

Customer may use the latest version of the Office Multi Language Pack with the copies of Office System Software that they are licensed to use. If Customer’s volume licensing agreement provides perpetual rights to use the software under their qualifying licenses, they will have a perpetual right to use the Office Multi Language Pack with that software.

 

Office Online

Users of a device licensed with the qualifying applications may access Office Online for viewing and editing documents from the Licensed Device. The Primary User of the Licensed Device may access Office Online for viewing and editing documents from any device.

Qualifying Desktop Application

Office Online rights

Office Standard

Office Professional Plus

Office for Mac Standard

Office Online for Office 365

Users must also be licensed for SharePoint Online plans to access Office Online service.

 

Planning Services

Customers (other than Academic Select License, Select Plus for Academic, Campus and School Agreement, and Open Value Subscription – Education Solutions) with SAM in the Application and Server Pools are eligible for this benefit. The Planning Services benefit provides qualifying customers with pre-determined customized service offerings.

 

Qualified customers receive a number of Planning Services days based on the number of qualifying licenses. The number of days Customer receives for the available Planning Services offerings are combined into a pool of Planning Services days. The following table lists the qualifying Application and Server licenses and the points associated with each of them:

Office Applications and Server Licenses

Points

Office Application Pool Products (including Office suites, Project Standard and Professional, Visio Standard and Professional), Microsoft Dynamics AX Task CAL, Microsoft Dynamics AX Store Server1, Microsoft Dynamics AX Functional CAL1, and Microsoft Dynamics CRM CAL1

1

SQL Server Standard edition, Windows Server Standard edition, Microsoft Dynamics CRM Server 2011, Microsoft Dynamics CRM Server 2013 and Microsoft Dynamics CRM Server 2015, System Center 2012 Standard Server Management License (2-processor), Visual Studio Professional with MSDN, and Visual Studio Test Professional with MSDN, and Microsoft Dynamics AX Enterprise CAL

25

SQL Server Enterprise edition, SQL Server Business Intelligence, Windows Server Enterprise edition, and Visual Studio Premium with MSDN

50

SQL Server Data Center edition, SQL Parallel Data Warehouse, Windows Server Datacenter edition, Microsoft Dynamics AX Standard Commerce Core Server,  System Center 2012 Datacenter Server Management License (2-processor), and Visual Studio Ultimate with MSDN

75

Note: For SQL CALs, see the CAL Suites table in this section

1 For Microsoft Dynamics CRM Professional CAL, 2 points are awarded

 

Eligible products purchased under the SCE will accrue the same number of points towards Deployment Planning Services (DPS) as they accrue under other programs. The total points Customer is eligible for defines the Planning Services Days entitlements as shown below:

Office Applications and/ or Server Licenses Points

200-499

→1,999

→3,999

→29,999

→49,999

→99,999

→199,999

→399,999

→599,999

600,000+

Office Planning Services Days

1

3

5

10

15

20

30

40

50

75

 

Core CAL Suite and SQL CAL SA coverage counts as one (1) point toward the thresholds in the first column below, Enterprise CAL Suite SA coverage counts as two (2) points toward the thresholds in the first column below:

CAL Suites

200-4.999

→9,999

→9,999

→299,999

→599,999

→600,000+

Office Planning Services Days

1

3

5

10

15

75

Customers may select from available Planning Service offerings provided by qualified Microsoft Partners or Microsoft Consulting Services. A list of available services can be found at http://www.microsoft.com/licensing/software-assurance/planning-services-overview.aspx.

 

The list of available services and associated service levels may change at any time. Qualified Providers will provide customers with an outline of the available Scope of Work for each of the above service offerings upon request customers can also convert (and un-convert) unused Training Voucher days (see the Training Voucher benefit) at a rate of three Training Voucher days into one Planning Service Day, if they (i) are currently eligible for the Training Voucher benefit, (ii) have activated their Training Voucher benefit, and (iii) have at least 3 unclaimed training days from Training Voucher benefit available for conversion.

Planning Services may be delivered to Customer by qualified Microsoft Partners or Microsoft Consulting Services. Services provided under vouchers are provided under an agreement between Customer and the Qualified Provider Customer can view the list of Qualified Providers here: http://directory.partners.extranet.microsoft.com/psbproviders

Planning Services engagements provide consulting that covers a pre-determined scope of work that result in a high level deployment plan; the actual deployment of the software cannot be included.

Planning Services vouchers can only be redeemed by the customer who qualified for the benefit.

Planning Services vouchers may not be exchanged for cash, monies or other valuable considerations.

Reduction of qualifying SA coverage as a result of returns and other billing adjustments, where allowed, may lower Customer’s Planning Services entitlement days.

Voucher types may not be combined. Planning Services engagements must not exceed the maximum specified duration per engagement type.

Vouchers are only valid with qualified Providers for the specific service type for which the voucher is being redeemed.

Vouchers must be assigned during the SA coverage period.

Vouchers will expire 180 days from the date of voucher assignment, independent of SA coverage expiration. All services must be delivered (voucher redeemed) prior to voucher expiration. Vouchers that expire prior to SA coverage expiration will return to the available Planning Services pool of days. The tables above show service days available based on a full 3-year enrollment or agreement. Customers who purchase SA coverage for one-year will receive one third of the stated number of service days. Customers who purchase SA coverage for two-years will receive two thirds of the stated number of service days.

 

Completed deliverables submitted by the Qualified Provider at the end of the engagement to Microsoft may be used by Microsoft for quality assurance purposes and may be shared with Customer’s Microsoft account team for that purpose.

 

Enhanced Edition Benefits – Windows and Windows Embedded

Customers with active SA coverage for Windows Desktop OS or Windows Embedded OS may run current or prior versions of the Windows Desktop OS or Windows Embedded OS subject to the use terms in the Product Terms.

 

Customers with 10,000 or more licensed desktops with SA coverage in the systems pool may be eligible to access to Microsoft Windows source code for internal development and support. Academic programs are eligible for the Microsoft Research Source Licensing Program.

 

Training Vouchers

Customers (other than Academic Select License, Select Plus for Academic, Open Value Subscription – Education Solutions, Campus and School Agreement customers) with SAM in the application or systems Product pools are eligible for Microsoft Training Vouchers granting a specific number of training days, based on a three-year enrollment or Agreement term, as described below.

Program

Office System Application Pool products

Systems Pool

Open Value

2 days per 50 licenses (maximum 20 days)

1 day per 50 licenses (maximum 10 days)

SAM  1-249

2 days per 50 licenses

1 day per 50 licenses

SAM  250-2,399

20 days per eligible enrollment

10 days per eligible enrollment

SAM  2,400-5,999

30 days*

15 days*

SAM  6,000-14,999

50 days*

25 days*

SAM  15,000 – 29,999

110 days*

55 days*

SAM  30,000 – 49,999

160 days*

80 days*

SAM  50,000 – 99,999

250 days*

125 days*

SAM  100,000 – 199,999

400 days*

200 days*

SAM  200,000 – 399,999

600 days*

300 days*

SAM  400,000 – 599,999

800 days*

400 days*

SAM  600,000 +

1400 days*

700 days*

*Number of days per eligible enrollment or agreement.

 

1.        Services provided under vouchers are provided under an agreement between Customer and the qualified Microsoft Learning Partner.

2.        Courses delivered in an accelerated format require voucher days equivalent to the number of course days for the normal course delivery.

3.        The voucher is only redeemable for days of instructor-led training with qualified Microsoft Learning Partners on approved courses.  Custom courses (other than accelerated delivery of approved courses or custom courses compiled solely from approved courses) are not eligible for coverage by these vouchers.  

4.        Vouchers cannot be used to cover any fees related to a customer not showing up for a reserved course.

5.        Vouchers may only be redeemed by the individual approved by the customer to use the voucher, except when used for Demonstration Sessions.

6.        Vouchers may not be exchanged for cash, monies or other valuable considerations.

7.        Vouchers must be assigned during the SA coverage period.

8.        Vouchers will expire 180 days from the date of voucher assignment. Vouchers that expire prior to SA coverage expiration will return to the available Training Voucher pool of days.

9.        With the exception of Demonstration Sessions, one Training Voucher day is equal to the equivalent of one training session day. For Demonstration Sessions, one Training Voucher day is equal to one Demonstration Session.

10.     Customers must redeem Training Vouchers for Demonstration Sessions sets of four or more. Training Vouchers redeemed for Demonstration Sessions, unlike Training Vouchers redeemed for other training sessions, are not limited to a single individual.

11.     Vouchers may be used to reserve training with only one qualified Microsoft Learning Partner at a time.

12.     Reduction of the number of qualifying licenses for which SA is acquired as a result of returns and other billing adjustments, where allowed, may lower Customer’s Training Vouchers service level eligibility.

13.     The table above shows training credits available based on a full 3-year enrollment or agreement. Customers who purchase SA coverage for one-year will receive one third of the stated number of training credits. Customers who purchase SA coverage for two-years will receive two thirds of the stated number of training credits.

 

E-Learning

This benefit varies by Applications, Systems, and Servers.  Eligible customers will receive one access code (for Applications, Systems, and/or Servers) per qualifying enrollment/agreement. Customers with qualifying Server Products are eligible to use hosted E-Learning Server courses but not SCORM-compliant content. Customers with Office 365 Pro Plus are eligible to use hosted Office 365 related E-Learning courses only (SCORM-compliant content is not eligible).

 

The maximum number of users for which a Customer may use the E-Learning training is equal to the number of licensed copies of qualifying products that Customer has enrolled in SA. Customers must designate one user for each qualifying license. Access cannot be transferred from one user to another.

Home Use Program

Customer’s employees, who are users of the licensed qualifying applications identified in the table below may acquire a single License for the corresponding Home Use Program software, to be installed on up to two devices (either 2 PCs or 2 Macs, specific to the software that is purchased) Academic Select (without SAM), Academic Select Plus (without SAM), and Academic Open programs are not eligible for this benefit.

 

Home Use Licenses expire with termination of employment, termination or expiration of SA coverage for the copy of the corresponding desktop application that employee uses at work, if the employee is no longer a user of the licensed copy of the software, or upon the employee’s installation and use of any prior or later version of that desktop application pursuant to a Home Use Program license.

 

The terms of use for the Home Use Program software are between Microsoft and Customer’s employee and are accessed through the Home Use Program website.

 

Microsoft assumes no responsibility for compliance with any employment-benefit, tax or reporting obligation that either Customer or its employees may have.

Qualifying Desktop Application

Corresponding Home Use Program License

Office Standard 2010/2013

Office Professional Plus 2010/2013

Office for Mac 2008/Office for Mac Standard 2011

Office Professional Plus 2013 HUP, or

Office for Mac Home & Business 2011 HUP

Access 2010/2013

Excel 2010/2013

PowerPoint 2010/2013

InfoPath 2010/2013

Lync 2010/2013

OneNote 2010/2013

Outlook 2010/2013

Publisher 2010/2013

Skype for Business 2015

Word 2010/2013

Office Professional Plus 2013 HUP, or

Office for Mac Home & Business 2011 HUP

Visio Standard 2010/2013

Visio Professional 2010/2013

Visio Professional 2013 HUP

Project Standard 2010/2013

Project Professional 2010/2013

Project Professional 2013 HUP

For more information, including information on the future availability of additional Home Use Program software, refer to

http://www.microsoft.com/licensing.

 

Microsoft may terminate a customer’s participation in the Home Use Program, immediately and without notice, in connection with unauthorized access to or licensing through the Home Use Program website in connection with that customer’s program code.

 

24x7 Problem Resolution Support

Customers (other than Academic Select License, Select Plus for Academic, Academic Open License, Campus and School Agreements and Open Value Subscription – Education Solutions customers) with SA coverage are eligible for 24x7 Problem Resolution Support.

 

24x7 Problem Resolution Support provides assistance for problems with specific symptoms encountered while using Microsoft products. Microsoft will make reasonable efforts to assist Customer with support requests in a manner consistent with Microsoft Product Support policies. Microsoft reserves the right to refuse unreasonable requests for support services, and may refer Customers to an additional service level agreement which may require an additional charge.

 

Products that are currently in Mainstream Support as set forth in Microsoft's Support Lifecycle Policy are eligible for 24x7 Problem Resolution Support. Microsoft can add support for new Products or discontinue support for existing Products. Microsoft will notify Customer if Customer’s implementation of Microsoft products cannot be supported. If Customer does not modify the implementation to make it effectively supportable within 30 days after the notice, Microsoft will not be obligated to provide additional support services for that implementation.

 

An assisted break-fix support request, also known as an incident, is defined as a single support issue and the reasonable effort needed to resolve it.  A single support issue is a problem that cannot be broken down into subordinate issues.  If a problem consists of subordinate issues, each shall be considered a separate incident.  In certain situations, Microsoft may provide a modification to the commercially available Microsoft Product software code to address specific critical problems (“Hotfix(es)”) in response to an assisted break-fix support request. Hotfixes are designed to address Customer's specific problems and are not regression tested.

 

Phone Support Incident Awards

The number of permitted phone support incidents varies by customer based upon their SA spend and payment option. SA-spend-based incidents are earned based on server and desktop SA spend under a qualifying Select or Enterprise enrollment, Select Plus registration, Open Value Agreement or Open License Authorization number. Microsoft will award one incident for each Server SA or CAL SA spend of at least $20,000. Microsoft will award one incident for each Systems Pool or Applications Pool SA spend of at least $200,000. The table below shows the approximate currency equivalents for SA-spend-based awards for agreements based in currencies other than USD. Due to the fluctuation of exchange rates, this table is subject to change.

Currency Name

Currency Code

Server / CAL - Incident Award Increments

IW / Client - Incident Award Increments

US Dollar

USD

$20,000

$200,000

Australian Dollar

AUD

30,000

300,000

Canadian Dollar

CAD

27,000

270,000

Swiss Franc

CHF

S Fr. 33,000

S Fr. 330,000

China Renminbi

CNY

CRC 165,000

CRC 1,650,000

Danish Krone

DKK

kr 160,000

kr 1,600,000

EURO

EUR

21,500

215,000

UK Pound

GBP

£13,500

£135,000

Japanese Yen

JPY

JPY 2,400,000

JPY 24,000,000

Korean Won

KRW

KWD 24,000,000

KWD 240,000,000

Norwegian Krone

NOK

kr 165,000

kr 1,650,000

New Zealand Dollar

NZD

35,000

350,000

Swedish Krona

SEK

kr 200,000

kr 2,000,000

New Taiwan Dollar

TWD

NTD 700,000

NTD 7,000,000

India Rupee

INR

INR 1,000,000

INR 10,000,000

Russian Ruble

RUB

RUB 660,000

RUB 6,600,000

 

Phone Support Incidents that have not been used will expire at the expiration of SA coverage. Phone Support Incidents may not be transferred between enrollments or agreements.

 

Access to local phone support is available during business hours found on the website http://support.microsoft.com/gp/saphone. After-hours phone support may be provided through regional and international support centers. After-hours phone support can only be used to initiate business critical support requests. Business hours are determined on a region-by-region basis. Phone support assistance is not available in all languages in all regions.

 

Web-Based Incidents

Customers (other than Academic Select License, Select Plus for Academic, Academic Open License, Campus and School Agreement, Open Value Subscription – Education Solutions, and Open License) with Standard, Enterprise and Datacenter Editions of server software covered with SA have access to electronic web-based Problem Resolution Support services on an as needed basis. Access to the electronic support sites is available 24 hours per day, 7 days a week, though responses will occur during Business Hours. Incidents initiated via the Web then converted to phone resolution by Customer will count against the available phone incident balance upon resolution. Incidents initiated via the Web then followed up via phone by Microsoft will not count against the available phone incident balance if resolution continues on Web, email and other electronic means.

 

SA is required for both server software and related CALs for Web Support incidents. Customers may only submit web-based Problem Resolution Support requests on those licensed copies of server software covered with SA.

 

Support Contacts

The number of permitted support contacts varies by Volume Licensing program and number of licenses covered under SA, as shown below. Contacts must be named individuals and can include individuals from outside Customer’s organization. However, an organization, department or group name may not be listed as a contact.

Benefits

OL

OV

S/S+: EA Level A

S/S+: EA Level B

S/S+: EA Level C

S/S+: EA Level D

# of Problem Resolution Phone Support Contacts

As Needed

As Needed

As Needed

As Needed

As Needed

As Needed

# of Authorized Web Support Contacts

NA

1

2

3

8

16

 

Service Level for Software Assurance Customers

Estimated response times by severity level and Customer's responsibilities are defined in the following table:

Severity

Situation

Microsoft’s Expected Response

Customer’s Expected Response

A. Submission via phone

Critical business impact:

Customer’s business has significant loss or degradation of services

1st call response in 2 hours or less based on support offering

Microsoft Resources at Customer site as required.

Allocation of appropriate resources to sustain continuous effort on a 24x7 basis2

Rapid access and response from change control authority

Management notification

B. Submission via phone

Moderate business impact:

Customer’s business has moderate loss or degradation of services but work can reasonably continue in an impaired manner.

1st call response in 4 hours or less based on support offering

Effort during Business Hours only

Allocation of appropriate resources to sustain Business Hours continuous effort

Access and response from change control authority within 4 Business Hours

C. Submission via phone or web

Minimum business impact:

Customer’s business is substantially functioning with minor or no impediments of services.

1st response in one business day or less based on support offering

Effort during Business Hours only

Accurate contact information on case owner

Responsive within one business day.

1 Contact Microsoft representative for local business hours.

2 Microsoft may need to downgrade the severity level if Customer is not able to provide adequate resources or responses to enable Microsoft to continue with problem resolution efforts.

 

Conversion of Software Assurance 24x7 Problem Resolution Support Incidents to Premier Support Services

Customers may convert SA 24x7 Problem Resolution Support Incidents (SA PRS Incidents, or “SAB”) to Premier Problem Resolution Support (PRS) hours or Dedicated Support Engineer (DSE) hours (applicable for reactive support activities only).

 

These services are for use consistent with their Premier Service plan at the time of transfer. The conversion is based on a local rate calculation that will be provided by their Premier Account Team. Customers may be required to purchase additional Support Account Management hours before converting SA PRS incidents. SA PRS incidents that are converted to Premier are considered Premier Problem Resolution Support hours and are subject to the Premier Services Description. Once converted, incidents cannot be returned to Customer’s SA allowance.

 

Additional Business Provisions

SA spend may not be combined across Select or Enterprise enrollments, Select Plus registrations, or Open Value Agreements to qualify for additional awards. Spending within each enrollment or agreement will be used to determine the award for that enrollment or agreement.

 

Reduction of SA Spend as a result of returns and other billing adjustments, where allowed, may result in the loss of Support eligibility or Phone incident awards during the present or future award periods.

 

Unlimited 24x7 Problem Resolution Support

This benefit is only available through (1) the Enrollment for Application Platform (EAP) to an Enterprise Agreement and/or (2) the Server and Cloud Enrollment (SCE) to an Enterprise Agreement and/or (3) with the purchase of licenses for Parallel Data Warehouse (PDW) through EA, EAP, Select Plus or Select.

 

SCE Eligibility

Customers who have an SCE with a minimum annual average SA spend of $250,000 on total of qualifying products in either the Application Platform or the Core Infrastructure Suite and who have an active Premier Services Agreement are eligible for Unlimited 24x7 Problem Resolution Support (PRS) incidents. The two eligible SCE components qualify separately for Unlimited 24x7 Problem Resolution Support. Products listed below, that are currently in Mainstream or Extended Support as set forth in Microsoft's Support Lifecycle Policy in line with a Customer’s Premier contract, are included in this benefit.

 

The qualifying Application Platform Products are:

1.        SQL Server (Standard, Standard Core, Enterprise Core, Business Intelligence and Parallel Data Warehouse and CALs)

2.        BizTalk Server (Standard, Enterprise, and Branch)

3.        Office SharePoint Server

The qualifying products from the Core Infrastructure Component are:

CIS Datacenter (Windows Server Datacenter and System Center Datacenter)

CIS Standard (Windows Server Standard and System Center Standard)

 

The table below lists the SA spend threshold conversions for agreements based in currencies other than USD. Due to the fluctuation of exchange rates, this table is subject to change without notice.

Currency

Currency Code

Minimum Annual Average SA spend to qualify for Unlimited 24x7 PRS

US Dollar

USD

250,000

Australian Dollar

AUD

375,000

Canadian Dollar

CAD

337,500

Swiss Franc

CHF

412,500

China Renminbi

CNY

2,062,500

Danish Krone

DKK

2,000,000

EURO

EUR

268,750

UK Pound

GBP

168,750

Japanese Yen

JPY

30,000,000

Korean Won

KRW

300,000,000

Norwegian Krone

NOK

2,062,500

New Zealand Dollar

NZD

437,500

Swedish Krona

SEK

2,500,000

New Taiwan Dollar

TWD

8,750,000

India Rupee

INR

12,500,000

Russian Ruble

RUB

8,250,000

 

When committed annual average SA spend on qualifying Application Platform and/or Core Infrastructure products eligible for Unlimited 24x7 PRS is higher than $250,000, Microsoft will not award incidents based on actual SA spend on these products. If Customer becomes eligible for Unlimited 24x7 PRS midstream, any incident previously awarded based on SA spend and not consumed will be subtracted from Customer’s balance. Unlimited 24x7 PRS incidents cannot be converted to Premier Problem Resolution Support hours or incidents.

 

Parallel Data Warehouse Eligibility

Customers who acquire licenses for Parallel Data Warehouse (“PDW”) and have an active Premier Services Agreement are eligible for Unlimited 24x7 PRS incidents, regardless of being enrolled in an SCE or their SCE spend. When customers purchase licenses for PDW, Microsoft will not award incidents based on actual SA spend on this product.

 

While all qualifying customers will receive an unlimited number of 24x7 PRS incidents, the number of permitted support contacts to manage Unlimited 24x7 PRS does vary by size of the SA spend. All eligible customers are entitled to at least four authorized contacts plus one additional contact per every additional $125,000 of SA spend under their SCE or VL program (s) under which they purchased licenses for PDW. For agreements in foreign currencies, eligible customers are entitled to at least four authorized contacts plus one additional contact for each incremental SA spend amount equivalent to $125,000 of annual average SA spend in the applicable foreign currency. See table below:

 

The following table applies to customers who have an SCE or have licenses for PDW:

Annual Average SA spend

Permitted support contacts

$250,000 - $374,999

4

$375,000 - $499,999

5

$500,000 - $624,999

6

$625,000 - $749,999

7

$750,000 - $874,999

8

 

The Unlimited 24x7 PRS benefit only includes Problem Resolution Services. Any time spent by the Technical Account Manager (TAM) or the Designated Support Engineer (DSE) on the resolution of the incident will be accounted for under Customer’s Premier Services Agreement.

 

Extended HotFix Support

Extended Hotfix Support is available to customers who have signed a Premier or Essential Support agreement and have purchased SA under the following programs:

1.        Customers (other than Academic Select, Select Plus for Academic, and Campus and School Agreement, and Open Value Subscription – Education Solutions customers) with SAM coverage for Applications Pool qualify for Extended Hotfix Support for Application pool products.

2.        Customers (other than Academic Select, Select Plus for Academic, and Campus and School Agreement, and Open Value Subscription – Education Solutions customers) with SAM coverage for Systems pool qualify for Extended Hotfix Support for Windows desktop operating system and/or Windows Embedded operating system (with SAM coverage on a Windows Embedded product).

3.        Customers (other than Academic) with SA on at least one server product qualify for Extended Hotfix Support for Server products. The following server products are covered:  Microsoft Exchange Server, Microsoft SQL Server, System Center 2012, and Windows Server.

 

Extended Hotfix Support is a benefit for older software versions that have transitioned from Mainstream to Extended Support. For customers who have signed a Premier or Essential Support agreement, the annual fees for an Extended Support contract are waived. Customers are still responsible for the fees for individual Hotfixes.

 

Step-Up License Availability

The Step-Up License must be acquired, and is valid only when acquired, under the same volume licensing agreement and enrollment (if any), under which SA coverage for the qualifying product was acquired. Customer’s right to the use of software under a Step-Up License is conditioned on their having and retaining a License for the qualifying product. Customers’ perpetual rights under the Step-Up License supersede and replace the underlying License for the qualifying product. For more details, refer to the Enterprise Edition Step-Up License Volume Licensing Brief: http://www.microsoft.com/licensing

Step Up From

Step Up To

BizTalk Server Branch

BizTalk Server Standard

BizTalk Server Branch

BizTalk Server Enterprise

BizTalk Server Standard

BizTalk Server Enterprise

Commerce Server Standard

Commerce Server Enterprise

Core CAL Suite

Enterprise CAL Suite

Core CAL Suite Bridge for Office 365

Enterprise CAL Suite Bridge for Office 365

Core CAL Suite Bridge for Microsoft Intune

Enterprise CAL Suite Bridge for Microsoft Intune

Core CAL Suite Bridge for Office 365 and Microsoft Intune

Enterprise CAL Suite Bridge for Office 365 and Microsoft Intune

Core CAL Suite Bridge for Enterprise Mobility Suite

Enterprise CAL Suite Bridge for Enterprise Mobility Suite

Core Infrastructure Server Suite Standard

Core Infrastructure Server Suite Datacenter

Desktop Education w/ Core CAL

Desktop Education w/ Enterprise CAL Suite

Desktop School w/ Core CAL

Desktop School w/ Enterprise CAL Suite

Exchange Server Standard

Exchange Server Enterprise

Forefront TMG Standard

Forefront TMG Enterprise

Internet Security & Acceleration (ISA) Standard Server

Internet Security & Acceleration (ISA) Enterprise Server

Microsoft Dynamics CRM Workgroup Server

Microsoft Dynamics CRM Server

Office Standard

Office Professional Plus

Professional Desktop

Enterprise Desktop

Professional Desktop with Microsoft Desktop Optimization Pack

Enterprise Desktop with Microsoft Desktop Optimization Pack

Project Standard

Project Professional

SQL Parallel Data Warehouse Core

SQL Server Enterprise Core

SQL Server Standard Core

SQL Server Enterprise Core

SQL Server Standard

SQL Server Business Intelligence

System Center Standard

System Center Datacenter

Visio Standard

Visio Professional

Visual Studio Professional with MSDN

Visual Studio Premium with MSDN

Visual Studio Premium with MSDN

Visual Studio Ultimate with MSDN

Visual Studio Test Professional with MSDN

Visual Studio Premium with MSDN

Windows Server Standard

Windows Server Datacenter

 

 

Servers – Disaster Recovery Rights

For each instance of eligible server software Customer runs in a Physical OSE or Virtual OSE on a Licensed Server, it may temporarily run a backup Instance in a Physical OSE or Virtual OSE on either, another one of its Servers dedicated to disaster recovery, or, for Instances of eligible software other than Windows Server, on Microsoft Azure Services, provided the backup Instance is managed by Azure Site Recovery to Azure. The License Terms for the software and the following limitations apply to Customer’s use of the backup Instance.

 

The backup Instance can run only during the following exception periods:

1.        For brief periods of disaster recovery testing within one week every 90 days;

2.        During a disaster, while the production Server being recovered is down; and

3.        Around the time of a disaster, for a brief period, to assist in the transfer between the primary production server and the disaster recovery Server.

 

In order to use the software under disaster recovery rights, Customer must comply with the following terms:

1.        The OSE on the disaster recovery Server must not be running at any other times except as above.

2.        The OSE on the disaster recovery Server may not be in the same cluster as the production Server.

3.        Other than backup instances run on Microsoft Azure Services, Windows Server License is not required for the disaster recovery Server if the following conditions are met:

The Hyper-V role within Windows Server is used to replicate Virtual OSEs from the production Server at a primary site to a disaster recovery Server.

The disaster recovery Server may be used only to

- run hardware virtualization software, such as Hyper-V,

- provide hardware virtualization services,

- run software agents to manage the hardware virtualization software,

- serve as a destination for replication,

- receive replicated Virtual OSEs, test failover,

- await failover of the Virtual OSEs, and

- run disaster recovery workloads as described above.

1.        The disaster recovery Server may not be used as a production Server.

          Use of the software backup Instance should comply with the License Terms for the software.

          Once the disaster recovery process is complete and the production Server is recovered, the backup Instance must not be running at any other times except those times allowed here.

          Maintain SA coverage for all CALs, External Connector licenses and Server Management Licenses under which it accesses the backup instance and manage the OSEs in which that software runs.

          Customer’s right to run the backup Instances ends when Customer’s Software Assurance coverage ends.

 

License Mobility

License Mobility Across Server Farms

Under License Mobility Across Server Farms, Customer may reassign any of its Licenses which are designated as having License Mobility, and for which it has active SA coverage, to any of its Licensed Servers located within the same Server Farm as often as needed. Customer may also reassign these Licenses from one Server Farm to another, but not on a short-term basis (i.e., not within 90 days of the last assignment). Products used for Self-Hosting may be used at the same time under License Mobility Across Server Farms rights.

 

License Mobility through Software Assurance

Under License Mobility Through Software Assurance, Customer may move its licensed software under any of its Licenses which are designated as having License Mobility and for which it has active SA coverage to a third party’s shared servers, subject to the requirements below. Products used for Self-Hosting may not be used at the same time under License Mobility through Software Assurance rights.

 

Permitted Use:

With License Mobility through SA, Customer may:

4.                              Run its licensed software on a third party’s shared servers;

5.                              Access that software under access licenses for which it has SA coverage, and under its User and Device SLs that permit access to the Products;

6.                              Manage its OSEs that it uses on the third party’s shared servers; and/or

7.                              Manage its OSEs that it uses on its servers using software that it runs on the third party’s shared servers.

 

Requirements:

To use License Mobility through SA, Customer must:

          Run its licensed software and manage its OSEs on third party shared servers solely for its use and benefit;

          Deploy its Licenses only with Microsoft Azure Platform Services or qualified License Mobility through SA Partners. A list of qualified License Mobility through SA Partners is available at http://www.microsoft.com/licensing/software-assurance/license-mobility.aspx; and

          Complete and submit the License Mobility Validation form with each License Mobility through Software Assurance Partner who will run its licensed software on their shared servers.

 

Customer may move its licensed software from a third party’s shared servers back to its Servers or to another third party’s shared servers, but not on a short term basis (not within 90 days of the last assignment). Customer may also move Instances run or OSEs managed under a particular License from a third party’s shared servers in one Server Farm to its shared servers in another Server Farm, but not on a short-term basis (not within 90 days of the last assignment). OSEs managed under the same License must be in the same Server Farm. Customer agrees that it will be responsible for third parties’ actions with regard to software deployed and managed on its behalf. Except as provided below, the License Terms applicable to the Product together with the License Mobility through SA terms govern its use. The License Mobility through SA terms supersede any conflicting License terms for a Product when License Mobility through SA is used. Some Products, as outlined below, have different use rights for third party shared servers under License Mobility through SA:

License Model

Product/Product Type

License

Permitted Number of:

OSEs or Cores per License

Server/CAL

External Connector Licenses

Each External Connector License with active SA coverage

1 OSE per license

Server/CAL

SQL Server

Each Server License with active SA coverage

1 OSE per license

Per-Core

All eligible Products

Each Core License with active SA coverage

One virtual core (subject to the product use rights including the requirement of a minimum of 4 cores per OSE)

Management Servers

System Center 2012 R2 Standard

Each Management License with active SA coverage

2 Managed OSEs per license

Management Servers

System Center 2012 R2 Datacenter

Each Management License with active SA coverage

8 Managed OSEs per license

 

 

Servers – Self Hosted Applications

Self-Hosted Applications means those Products for which Self-Hosted rights apply.

 

Despite any terms to the contrary in Customer’s volume licensing agreement including the Product Terms, Customer may run licensed copies of Self-Hosted Applications that interact directly or indirectly with its software to create a unified solution (“Unified Solution”) and permit third parties to use it, subject to the terms below.

 

Requirements

Customer must have the required Microsoft Licenses and maintain SA coverage for:

the Self-Hosted Applications run as part of the Unified Solution; and

all access Licenses used to make the Unified Solution available to External Users (refer the Definitions section of the Glossary).

 

All Microsoft software used to create and deliver the Unified Solution must be:

          licensed through a Volume Licensing program; and

          eligible for Self Hosting under these License Terms.

 

Customer’s software must:

            add significant and primary functionality to the Self-Hosted Applications that are part of the Unified Solution (dashboards, HTML editors, utilities, and similar technologies alone are not a primary service and/or application of a Unified Solution);

            be the principal service and/or application of the Unified Solution, and must not allow direct access to the Self-Hosted Applications by any end user of the Unified Solution;

            be delivered to end users over the Internet, a telephone network, or a private network from servers physically dedicated to Customer and under the day to day control of Customer or a third party other than the end user of the Unified Solution (the Unified Solution may not be loaded onto the end user’s device); and

            be owned, not licensed, by it, except that its software may include non-substantive third party software that is embedded in, or operates in support of, its software.

 

All use of the Self-Hosted Applications remains governed by the License Terms for those products. Customer may not transfer Licenses acquired under its volume licensing agreement except as permitted in that agreement.

 



Appendix C – Professional Services

The Professional Services available through Microsoft Volume Licensing are described below.

Microsoft Premier Support Offerings



Area1

Premier Core

Premier Foundation

Premier Standard

Premier Plus

Support Account Management

X

X

X

X

Account Profiling & Reporting

Monthly

Monthly

Monthly

Monthly

Support Assistance (Hours annually allocated)

Up to 10 hours

Up to 10 hours

+1 Health Check

+1 Workshop

Up to 120 hours

Up to 160 hours

Problem Resolution Support (PRS) (annually allocated)

Up to 40 hours

Up to

Up to 80 hours

Up to 140 hours

24X7 Critical Situation Escalation Management (Severity Level 1)

X

X

X

X

Rapid Onsite Support

X

X

X

X

Proactive Information Services

X

X

X

X

Microsoft Premier Online

X

X

X

X

Add-on Hours

Packs of 20

Packs 20

Packs of 20

Packs of 20

1 Business Hours are defined locally.

 

Severity

Situation

Microsoft's Expected Response

Customer's Expected Response

1. Submission via phone only

Catastrophic business impact:

Complete loss of a core (mission critical) business process and work cannot reasonably continue

Needs immediate attention

1st call response in 1 hour or less

Microsoft’s Resources at customer site as soon as possible.

Continuous effort on a 24x7 basis

Rapid Escalation within Microsoft to Product teams

Notification of Microsoft’s Senior Executives

Notification of Customer Senior executives

Allocation of appropriate resources to sustain continuous effort on a 24x7 basis2

Rapid access and response from change control authority

A. Submission via phone only

Critical business impact:

Significant loss or degradation of services

Needs attention within 1hour

1st call response in 1 hour or less

Microsoft’s Resources at Customer site as required.

Continuous effort on a 24x7 basis

Notification of Microsoft’s Senior Managers

Allocation of appropriate resources to sustain continuous effort on a 24x7 basis2

Rapid access and response from change control authority

Management notification

B. Submission via phone or web

Moderate business impact:

Moderate loss or degradation of services but work can reasonably continue in an impaired manner.

Needs attention within 2 Business Hours1

1st call response in 2 hours or less

Effort during Business Hours1 only

Allocation of appropriate resources to sustain Business Hours1 continuous effort

Access and response from change control authority within 4 Business Hours1

C. Submission via phone or web

Minimum business impact:

Substantially functioning with minor or no impediments of services.

Needs attention within 4 Business Hours1

1st call response in 4 hours or less

Effort during Business Hours1 only

Accurate contact information on case owner

Responsive within 24 hours

1Business Hours are defined locally.

2Microsoft may need to downgrade the severity level if Customer is not able to provide adequate resources or responses to enable Microsoft to continue with problem resolution efforts.

 

Associated Business Rules

All Professional Services provide support for commercially released, generally available Microsoft Products (unless specifically excluded on the Microsoft Premier On-Line Web site or the Microsoft Support Lifecycle Web site). Professional Services will generally be charged on an hourly basis, provided remotely, and in English (unless another language is available). Professional Services will be provided in the country in which the VL agreement is signed. On-Site visits are not pre-paid and are subject to resource availability. All Professional Services not consumed on an annual basis will be forfeited. Upon Customer request, Microsoft may access Customer’s system via remote dial-in to analyze problems.

Microsoft Enterprise Strategy Program Offerings

The Enterprise Strategy Program offerings contain the following components which will be provided for each year of the Customer’s Enterprise Agreement:

Area

Enterprise Strategy Connect

Enterprise Strategy Foundation

Enterprise Strategy Portfolio

SKU Product Family

9TH-xxxx

8A3-xxxx

9RO-xxxx

Service Delivery

Up to 400 hours in aggregate of a Microsoft Architect and the Enterprise Service Delivery Team

Up to 800 hours in aggregate of a Microsoft Architect and the Enterprise Service Delivery Team

Up to 1600 hours in aggregate of a Microsoft Architect and the Enterprise Service Delivery Team

Services Delivery Plan (SDP)

 

 

 

Enterprise Strategy Network

 

 

 

Enterprise Strategy Library

 

 

 

Enterprise Strategy Capacity (SKU Product Family: 9RS-xxxx)

200 hours (can be added to any of the offerings above)

 

Enterprise Strategy Service Modules

The Enterprise Strategy engagement includes one or more Enterprise Strategy service modules, as documented in the Service Delivery Plan.

 

Services Out of Scope

The Professional Services in an Enterprise Strategy Program do not include problem resolution or break fix support, review of non-Microsoft source code, or technical or architectural consultation beyond the deliverables as described in a Services Delivery Plan. For any non-Microsoft source code, Microsoft’s Professional Services will be limited to analysis of binary data only, such as a process dump or network monitor trace.

 

Customer Responsibilities

Customer agrees to cooperate with Microsoft as part of the Enterprise Strategy Program, including but not limited to making Customer’s representatives, IT staff, and resources available to Microsoft, providing accurate and complete information, and timely completing responsibilities assigned to Customer by Microsoft. Where onsite visits of Microsoft Consultants are mutually agreed and not pre-paid, Customer is responsible for reasonable travel and living expenses.

Sales Productivity Accelerator Offerings

Sales Productivity Accelerator Overview

The Sales Productivity Accelerator is a service provided by Microsoft Services over the course of a four (4)-week-term to deliver a fixed-scope implementation of Microsoft Dynamics CRM Online.

 

The Sales Productivity Accelerator includes the following deliverables:

          Service Delivery Plan: created by a Microsoft Consultant to meet the customer’s business goals and objectives.

          Workshops: will devote up to a total of sixteen (16) hours for workshops:

          Up to two (2) discovery workshops, to explore and define key use cases and business requirements, as provided by Customer, to configuration settings;

          Up to four (4) design review workshops during the Build phase.

          Reporting: One (1) native Microsoft Dynamics CRM Online dashboard with up to four (4) native components and two (2) Excel Power View Reports using Power BI for Office 365 configured for up to two (2). The reports display up to two (2) interactive charts per entity with data sourced from Microsoft Dynamics CRM Online.

          Configuration: Microsoft Dynamics CRM Online will be configured to support up to a total of ten (10) users. During this time, Microsoft will devote up to sixty four (64) hours to configure the lead thru opportunity processes, 3 security roles, 3 persona's leveraging out of the box security roles, SharePoint and Yammer integration with Microsoft Dynamics CRM Online.

          Testing: will devote up to twenty-six (26) hours devoted to up to two (2) tests (e.g., System Test & UAT).

          Training and Knowledge Transfer: Provide one (1) product-oriented training for Customer’s users, for up to a total of four (4) hours.

          Deployment Support: Provide up to forty (40) hours of deployment and go-live support (week 4) subject to the pre-determined project scope and requirements.

 

Customer Responsibilities

Customer agrees to cooperate with Microsoft as part of the Sales Productivity Accelerator service, including but not limited to making Customer’s representatives, IT staff, and resources available to Microsoft, providing accurate and complete information, and timely completing responsibilities assigned to Customer by Microsoft.  Where onsite visits of Microsoft Consultants are mutually agreed and not pre-paid, Customer is responsible for reasonable travel and living expenses.



Appendix D – Program Agreement Supplemental Terms

The terms and conditions below apply to Customer’s volume licensing agreement, as noted.

Supplemental Terms for Select Plus Program



Select Plus requires a minimum order quantity of 500 points per pool during the first year. This order quantity requirement may be waived if a Qualified Contract is supplied.

 

Price Levels in Select Plus

Customer’s prices are based upon agreement between Customer and Customer’s reseller. However, Microsoft provides reseller with the following price and point criteria to help guide reseller to end customer pricing: