Service Description
SoftwareOne Multivendor Services is a comprehensive set of reactive and proactive enterprise services for Customers who subscribe to Microsoft products. SoftwareOne Multivendor Services is comprised of the following as further defined in the Service Contract and this Services Catalog:
Service Onboarding: The commercial and technical onboarding activities to enable a customer to consume the Services, and for SoftwareOne to deliver the services and bill for services.
Service Support: Reactive support to help resolve Incidents in the Customer’s environment for the in-scope products and services. 24 x 7 Incident management and Service Requests handled by the SoftwareOne service desk, with escalation of Incidents to Microsoft and other third-party software vendors, as appropriate. Customers can buy unlimited Service Support Hours or bundles of pre-paid Service Support Hours.
Professional Services: Prepaid Professional Services Hours that the Customer may use for projects, application support, change requests and application development pertaining to Microsoft Azure, Microsoft 365 and other Microsoft products and services.
Value Assurance Services: Proactive engagement with named individuals providing a range of service management functions including reporting, business reviews, and service escalation, as well as value-added functions including executive relationship management, program development & management, Microsoft product guidance, and innovation strategy.
The full description of SoftwareOne Multivendor Services is held in the Service Catalog.