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Home My WebLink AboutC04-331 Microsoft Premier Support Services Microsoft Premier Support Services Description (For Microsoft Internal Purposes Only) Premier Support Contract No. This services description ("Services Description") is made pursuant to the Microsoft Master Services Agreement, number (the "Agreement") effective as of by and between the undersigned customer or its affiliate ("You") and the undersigned Microsoft affiliate ("V11e," "Us," or "Our"). The terms of the Agreement are incorporated herein by this reference. Any terms not otherwise defined herein will assume the meanings set forth in the Agreement. This Services Description is comprised of this cover page and the Services Description terms below, which are incor orated herein b this reference. Name of Eagle County Government Contact Name (This person receives invoices under this Services Customer Description unless otherwise specified on your Purchase Order.) John Denardo Name of Customer or Affiliate that executed the Agreement if different than the undersigned (same) Street Address 500 Broadway Contact E-mail Address john.denardo@eaglecounty.us PO Box 850 City Eagle State/Province Phone CO 970-328-3580 Country USA Postal Code Fax 81631-0850 970-328-3599 Premier Support is a prepaid service and all fees and any applicable taxes are due upon acceptance of this Services Description. We will invoice You for additional services performed and expenses incurred. We must be in receipt of a purchase order, check, or other acceptable form of payment before We will begin providing Services. Our invoices are payable within 30 days of receipt by You and will be directed to Your representative for payment at the address shown above unless otherwise provided in a Purchase Order. Notwithstanding the foregoing, multi-year Service Descriptions will be invoiced upon our acceptance of this Services Description for year one and the remaining installments will be invoiced at the subsequent anniversaries of the commencement date as defined on the Fee and Named Contacts Schedule. This Services Description will commence on November 18.2004 and will expire on November 17, 2005 By signing below the parties acknowledge and agree to be bound to the terms of the Agreement and this Services Name of Customer (please print) Name EAGLE COUNTY GOVERNMENT Microsoft Corporation Signatur Signature Name ~f p on signing (pl ase print) Name f person 'Wing (please print) Title of person signing (please print) Title of person signing (please print) Date Date Microsoft Services Premier Support Services Description page 1 of 8 V6.0 rev June 16, 2003 1. OVERVIEW. This Services Description describes the various types of services that may be obtained (the "Services"). In addition, it sets forth the parties' respective responsibilities, prerequisites and assumptions that underlie the provision of the Services, applicable fees, and additional terms and conditions. The Services focus on the following key areas: Support Account Management from an assigned Microsoft resource ("Services Resource") helps to build and maintain relationships with Your management and service delivery staff and helps you arrange each element of the Premier Support to meet Your business requirements. Workshops help You to prevent problems, increase system availability and assist with creating products and solutions based on Microsoft technologies. Problem Resolution Support provides assistance for problems with specific symptoms encountered while using Microsoft products, where there is a reasonable expectation that the problem is caused by Microsoft products. Support Assistance provides short-term advice and guidance for problems not covered with Problem Resolution Service as well as requests for consultative assistance for design, development and deployment issues. Information Services provide Your staff with the latest knowledge on Our technologies to enhance Your in-house support capabilities. 2. AVAILABLE SERVICES. You may utilize any combination of the following Services. Unless We specify otherwise, the services are charged on an hourly basis and will be deducted from the total number of hours You have purchased as set forth in the attached Fee and Named Contacts Schedule(s). 2.1 Support Account Management. Support Account Management services are intended to help coordinate the support and services relationship. The Services Resource is Your advocate within Microsoft and facilitates a team that can provide Workshops, Problem Resolution Support, and Support Assistance. The Services Resource also serves as the point of information delivery and provides Your feedback regarding the Services to other Microsoft groups. The Services Resource can also provide the following services which will not be deducted from the overall pre-paid hours listed in the Fee and Named Contacts Schedule(s): a. Planning and Resource Facilitation. At the commencement of this Service Description, an orientation and planning session can be conducted with Your management and staff via teleconference or onsite if an onsite visit has been purchased. The purpose of this meeting is to discuss the Services available, gather input regarding Your support needs, and jointly plan Your use of the Services. b. Status Meetings and Reporting. A standard status report can be prepared on a regular basis, to summarize the Services delivered during the previous reporting period. Status meetings will be conducted to discuss Service activities, monitor Your satisfaction levels, and discuss actions or adjustments that may be required. Customize reporting can be provided at Your request and any additional related labor will be deducted from Your Support Assistance hours. c. Escalation Management. Support issues that require escalation to other resources within Microsoft can be closely managed by the Services Resource to expedite resolution. 2.2 Workshops. Workshops are designed to reduce the number and minimize the impact of problems related to Microsoft products experienced by You. Workshops can include the following: a. Workshops. We can conduct instructor-led training sessions that emphasize Microsoft technologies at Your facility or on location at Microsoft. If You elect to have a workshop conducted at Your facility, We will provide You with specifications for configuring Your environment prior to the delivery of the workshops. Workshops are individually scoped and priced depending upon the length, delivery location and material presented. Your Services Resource can provide You with a current list of available workshops. b. Premier Events. We can provide broad and deep technical development-focused presentations, combined with hands-on labs that provide training and facilitate your implementations of Microsoft technologies. These events provide the opportunity to interact with Microsoft product groups, Premier support development resources and marketing contacts. Your Services Resource can provide You with notification of scheduled events. 2.3 Problem Resolution Support. Problem Resolution Support provides assistance for problems with specific symptoms encountered while using Microsoft products, where there is a reasonable expectation that the problems are caused by Microsoft products. Problem Resolution Support is available 24 hours a day, 7 days a week. Requests for support may be submitted via telephone or electronically through the Premier online website by Your designated contacts, except for Microsoft Services Premier Support Services Description page 2 of 8 Vti.0 rev June 16, 2003 Severity 1 and A which must be submitted via telephone as set forth below in Section 2.3(a). Problem Resolution Support can include any combination of the following: a. Problem Reouest (Break-Fix). 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. Incidents requiring an onsite visit will be charged on an hourly basis and will include charges for reasonable travel and living expenses. In certain situations, we may provide you with a modification to the commercially available Microsoft product software code to address specific critical problems ("Hotfixes") in response to an assisted break-fix support request. Hottixes are designed to address your specific problems and are not regression tested. Except as otherwise provided herein or in an Exhibit, Hotfixes may not be distributed to unaffiliated third parties without our express written consent. You have purchased the following Problem Resolution Support: • Hours-based Incidents are charged on an hourly basis and include the commercially reasonable amount of hours of Services necessary to troubleshoot and resolve the support issue. Hours-based incidents are deducted from the pre-paid hours set forth in the attached Fee and Named Contacts Schedule(s) or charged to you in arrears if all pre-paid hours have been exhausted. You are responsible for setting the initial severity level (1-C) and can request a change in severity level at any time. The incident severity will determine the response levels within Microsoft and estimated response times and Your responsibilities are defined in the following table: Sev Customer's situation Ex cted Microsoft Res onse E acted Customer Res once 1 Critical business impact: MS Resources at customer Notification of Senior executives • Customer has complete loss site as soon as possible. at customer site of a core (mission critical) • Rapid Escalation within • Allocation of appropriate business process and work Microsoft to Product teams resources to sustain continuous cannot reasonably continue . Notification of Senior effort on a 24x7 basis • Needs immediate attention Executives at Microsoft • Rapid access and response • 1~` call response in 1 hour or from change control authority less A • Significant business impact: • 15` call response in 1 hour or • Allocation of appropriate • Customer's business has less resources to sustain continuous significant loss or • continuous effort on a 24x7 effort on a 24x7 basis degradation of services basis Rapid access and response • Needs attention within 1 hour Notification of Senior from change control authority Mana ers at Microsoft. Mana ement notification B . Moderate business impact: • 15` call response in 2 hours or • Allocation of appropriate • Customer's business has less resources to sustain Business moderate loss or degradation Effort during Business HoursZ HoursZ continuous effort of services but work can only • Access and response from reasonably continue in an change control authority within impaired manner. 4 Business HoursZ • Needs attention within 2 hours C . Minimum business impact: • 1~` call response in 4 hours or • Accurate contact information on • Customer's business is less case owner substantially functioning with Effort during Business HoursZ • Responsive within 24 hours. minor or no impediments of only services. • Needs attention within 4 hours 'Severity is controlled by the customer in consultation with their Microsoft support contact. Z Business hours support is from 6 A.M. to 6 P.M, PST, Monday through Friday You may be required to perform problem determination and resolution activities as requested by Us. Problem determination and resolution activities may include performing network traces, capturing error messages, collecting configuration information, changing product configurations, installing new versions of software or new components, or modifying processes. You are responsible for implementing the procedures necessary to safeguard the integrity and security of Your software and data from unauthorized access and to reconstruct lost or altered files resulting from catastrophic failures. b. Rapid Onsite Support Services. Onsite emergency support is available as an additional billable service. Our ability to provide onsite emergency support is subject to Our resource availability, and the tasks performed will vary depending on the situation, environment, and business impact of the problem. Microsoft Services Premier Support Services Description page 3 of 8 V6.0 rev June 16, 2003 2.4 Support Assistance. Support Assistance provides short-term advice and guidance for problems not covered with Problem Resolution Support as well as requests for consultative assistance for design, development and deployment issues. Your Services Resource will work with you to determine your specific consulting needs. The following are types of Support Assistance that can be utilized under this Services Description: a. Infrastructure Support Assistance. Infrastructure Support Assistance includes informal advice, guidance and knowledge transfer intended to help you implement Microsoft technologies in ways that avoid common support issues and decrease the likelihood of system outages. These services also help you to resolve problems that are not attributed to Microsoft Products including: • Errors caused by your networking infrastructure, hardware, non-Microsoft software, operational procedures, architecture, IT service management process, system configuration or human error. • Multi-vendor coordination interoperability problems. Upon your request, we will collaborate with third-party software suppliers to help resolve complex multi-vendor product interoperability issues. Reviews. Each review is individually scoped and estimated prior to scheduling resources, and a written report is produced to document findings and recommendations. In order for us to complete reviews during the term of this Services Description, all requests for reviews and the applicable data must be submitted to us no later than 60 days prior to expiration date of the Services Description set forth on the cover page. Reviews to address design, development, deployment, and supportability issues including the following: • Supportability Review is an assessment of a current implementation or planned implementation of a specific system, migration, or upgrade and may include recommendations for a more supportable environment. • Technology Architecture Reviews examine the alignment and planned deployment of technology intended to address your business goals or problems with a focus on determining how our technology offerings best fit within your overall technology architecture. • Application Design Reviews examine application or product component architecture, focusing on the design of components for deployment in amulti-tiered architecture model. This review specifically addresses issues including compliance with our component design guidelines, effective distributed component communication techniques, and efficient use of runtime services. • Code Reviews examine the specific, critical software components in your applications for existing or expected problems. We will work with you to choose the appropriate components for analysis. • Custom Reviews that can be crafted to meet your specific needs as they relate to the use of our technologies. c. Development Support Assistance. Application Development Consulting helps you in the creation and development necessary to build internal applications on the Microsoft platform that integrate Microsoft technologies. Application Development Consulting specializes in our development tools and technologies. d. Lab Access. Microsoft can provide access to a lab facility to assist with product development, testing, and migration activities. These facilities must be scheduled in advance and are subject to availability. • Application Performance Benchmarking can assist in evaluating application performance and identify performance bottlenecks. The lab facilities can also be used to evaluate scalability limitations based on specific objectives. • Prototyping can assist in building proof-of-concept scenarios or workarounds in order to validate implementation of Microsoft technology. • Porting and Migration Assistance can help devise strategies for porting and migrating applications and data to Microsoft technologies. The lab facilities can be used to validate specific techniques and identify potential problem areas. 2.5 Information Services. Information Services provide You with technical information about Microsoft products and support tools that help You to implement and operate Microsoft products in a more efficient and effective manner. Information Services can include any combination of the following: Included Information Services: a. Premier online website. The Premier online website provides access to the following information resources at no additional charge: • Regularly updated product news flashes documenting key support and operational information about Microsoft products. • Critical problem alerts notifying You of potentially high-impact problems. • Web response tool for submitting and checking the status of support incidents. • Microsoft KnowledgeBase of technical articles and troubleshooting tools and guides. Microsoft Services Premier Support Services Description page 4 of 8 V6.0 rev June 16, 2003 b. Support Webcasts. Support webcasts are regularly scheduled webcast discussions led by Our program managers, developers and professionals covering key areas of Microsoft technology. These are provided at no additional charge. Optional Information Services where additional fees may apply: • Microsoft TechNet Plus CD or DVD. Single server license of TechNet Plus provides an information resource that includes technical documentation, resource kits, the most recent service packs, and updated drivers and patches. • Optional Microsoft Developer Network (MSDN1 CD or DVD. Universal Edition, single user license of MSDN provides access to an extensive collection of programming information, development toolkits, and sample code library. • Optional Microsoft Press book packages. Microsoft Press book packages provide reference materials to address key areas of planning, deploying, and administering Microsoft technologies. Package titles are available upon request and are listed on the Premier online website. 2.6 Additional Services. You may request changes or additions to this Services Description at any time. Additional Services that are available for purchase, and the specific terms and conditions applicable to those Services, may be set forth in this Services Description, an attached Exhibit and/or Fee and Named Contact Schedule(s). Additional Services will be invoiced at the prevailing price at the time the Services are rendered or upon acceptance of an Exhibit to this Services Description. Prior to delivering additional Services, We must be in receipt of a purchase order, check or other acceptable form of payment. 3. PREREQUISITES AND ASSUMPTIONS. Our delivery of Services under this Services Description is based upon the following Prerequisites and Assumptions: a. All Services will be provided remotely to Your locations in the United States unless otherwise set forth in an Exhibit to this Services Description. Where onsite visits are mutually agreed, You will be billed for reasonable travel and living expenses. b. All Services will be provided in the English language unless otherwise agreed to by you and us in writing or in an Exhibit to this Services Description. c. We will provide support for all United States versions of commercially released generally available Microsoft products unless otherwise set forth in an Exhibit to this Services Description or specifically excluded on the Premier online website. Support for those Microsoft products that have entered the Extended Phase of support, as defined on the Premier online website, will be charged on an hourly basis only. Hotfix support is not available for Microsoft products that have entered the Extended Phase of support unless You have purchased such support in an Exhibit to this Services Description. d. Support for pre-release products is not provided except as otherwise provided in an attached Exhibit. e. All Services, including any additional Services purchased after the Effective Date shall be forfeited if not utilized during the term of this Services Description. f. Support Assistance is dependent upon the availability of resources. g. We can access Your system via remote dial-in to analyze problems at your request. Our personnel will access only those systems authorized by You. We may provide You with software to assist with problem diagnosis and/or resolution. Such software is Our property and must be returned to Us promptly upon request. In order to utilize remote dial-in assistance, You must provide us with the appropriate access and necessary equipment. h. You must have access to the Internet in order to take advantage of Internet-based services. i. Additional Prerequisites and Assumption may be set forth in relevant Exhibits. 4. YOUR RESPONSIBILITIES. This section sets forth Your performance obligations under this Services Description. Our performance is predicated upon You fulfilling the following responsibilities in addition to those set forth in Section 2.3 and any applicable Exhibits. Failure to comply with the following responsibilities may result in delays of Service. a. You can designate named contacts as set forth in the attached Fee and Named Contacts Schedule(s), one of which will be the Customer Support Manager ("CSM") for support related activities. The CSM is responsible for leading Your team and will manage all of Your support activities, and internal processes for submitting support requests to Us. Each contact will be supplied with an individual account number for access to the Premier online website, Microsoft Services Premier Support Services Description page 5 of 8 Vti.0 rev June 16, 2003 support issue submission and access to Your Services Resource. In addition to the named contacts, You may also identify two types of group contacts as follows: • One type will receive a shared account ID that provides access to the Premier online website for information content and the ability to submit support requests through the Premier online website or by telephone. • One type will receive a shared account ID that provides access to the Premier online website for information content only. b. You agree to work with Us to plan for the utilization of Services based upon the service level You purchased. c. You agree to provide an internal escalation process to facilitate communication between Your manager and us as appropriate. d. You agree to provide feedback regarding the Services to the Services Resource on a regular basis. Microsoft Services Premier Support Services Description page 6 of 8 V6.0 rev June 16, 2003 6. Attachments: The following Schedule and Exhibit(s) are attached at the execution of this Services Description: Microsoft Premier Support Services Description Schedule: Fee and Named Contacts (For Microsoft Internal Purposes Only) Schedule Number # Date This Schedule is made pursuant to the Microsoft Premier Support Services Description No. (the "Services Description") by and between the customer or its affiliate ("You") as specified on the Services Description and the Microsoft affiliate ("We," "Us," or "Our") as specified on the Services Description. The terms of the Agreement and the Services Description are incorporated herein by this reference. Any terms not otherwise defined herein will assume the meanings set forth in the Agreement and the Services Description. 1. PREMIER SUPPORT SERVICES AND FEES. The quantities listed in the table below represent the amount of Services that You have pre-purchased for use during the term of this Services Description. FEATURE UANTITI( PROBLEM RESOLUTION HOURS Incident resolution Multivendor Coordination Up to 120 Hours Remote Diagnostic and Debug (Dial-in) (may also be used for support assistance) 24 X 7 Access to Su ort Professionals SUPPORT ASSISTANCE Supportability Consulting Lab access Up to 80 hours Reviews (may also be used for problem resolution) Worksho s SUPPORT MANAGEMENT SERVICES Planning and Resource Facilitation Status Reports and Meetings Up to 100 hours Incident Escalation Mana ement INFORMATION SERVICES Unlimited-user access license to Premier Online website Critical Problem Alerts Included Product NewsFlashes Su ort Webcasts TAM ONSITE VISIT (2 DAYS) Included MSDN SUBSCRIPTION 1 TECHNET SUBSCRIPTION 1 X54,000 Total Due From Customer: Microsoft Services Premier Support Services Description page 7 of 8 V6.0 rev June 16, 2003