M PRODUCT SUPPORT SERVICESProfessional Support for ...



|CUSTOMER SERVICES & SUPPORT |

|Professional Support - Purchase Form |

|Fax To: +86 21 6426-8492 |

|Attention: CSS, Microsoft Singapore Pte Ltd |

Please mark in the checkbox below for the incident support pack you would like to purchase:

|( |Professional Support for Single Incident |S$ 405 |

|( |Professional Support for 5-Incidents Pack |S$2,025 |

|( |Professional Support for Single Incident (24*7) |S$ 810 |

** Prices quoted above do not include GST.

Microsoft Professional Support - Overview

Microsoft Professional Support provides assistance for IT Professionals, Developers and Partners in small- to medium-sized enterprises who need to deploy and maintain applications, solutions and networks based on Microsoft platforms, products and tools. The support offering does this by providing online information, technical resources, and responsive incident support from support professionals trained in the needs of IT professionals.

Incident Definition

An “incident” is defined as a single distinct issue with a Microsoft product and the reasonable effort needed to resolve it. Before Microsoft responds to an incident, you and Microsoft’s designated support engineer must agree on what the problem is and the parameters for an acceptable solution. A Microsoft product bug is not considered a fee-based incident and you will not be charged if the problem is found to be a bug.

Please create a new support account[1] (for 5-incidents pack only).

I have an existing support account. My Support ID[2] is:

|Company: | |

|Address | |

|Nominated Support Contact * (for new support account) |

|First Name: | |Last Name: | |

|Designation: | |Telephone: | |

|Fax: | |Mobile: | |

|Email: | |Pager: | |

|Please indicate the mode of payment: |

|□ |via Credit Card |□ |via Cheque |

Kindly contact CSS at tel. 800 188-6009 if you need any clarification.

Authorised Signature / Date

Name:

Company Stamp

Designation:

Professional Support Boundary

Professional support level delivers:

• Professional support level incident support could be used for all Microsoft product related setup and install problems, for basic how-to questions and for *all break/fix related issues

• Support is only for Microsoft software products (No support for hardware or third party products)

• Support also includes software development support, with the exception of coding, code review, software design or other consultative tasks. Software development support will review the smallest possible repro samples (a few lines) from the customer if necessary; but developer support will not review complete applications

• Support offering follows the product support lifecycle

Professional support level excludes support for:

• Downloadable or evaluation or beta edition of products (except otherwise mentioned)

• Microsoft hardware products (-> Personal support level only)

• Onsite support

• *Advisory service

• Password breaking service

• Data recovery

• Xbox, MSN, MBS support (except otherwise mentioned)

Note:

*Problem Resolution Services

Microsoft Problem Resolution Services provide assistance for problems with specific symptoms encountered while using a Microsoft product, where there is a reasonable expectation that the problem is caused by the Microsoft product. Problem Resolution Services are delivered on an incident basis. A Problem Resolution 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. If a problem is determined by Microsoft to be the result of a defect in a Microsoft product, the customer will not be charged for that incident.

*Advisory Services is an hourly fee-based, consultative support option that provides proactive support beyond your break-fix product maintenance needs. This support option includes working with the same technician for assistance with issues like product migration, code review, or new program development. This service is typically used for shorter engagements, and is designed for developers and IT professionals who do not require the traditional onsite consulting or sustained account management services that are available from other Microsoft support options. To acquire this service, please refer to MCS, Essential Support or Premier Support options on .

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[1] For new accounts, the number of incidents purchased will be credited within 5 working days upon receipt of payment.

[2] For existing accounts, the incidents purchased will be credited to your account within 3 working days upon receipt of payment.

3 Prices are subjected to change without notice.

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