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Essential Support Customer FAQ

How much does Essential Support cost?

Essential Support is offered on a three-year contract, which renews annually. Incidents and prices are per year, based on a three-year contract. You cannot opt out of the contract after the first year.

Key features

Essential Basic

Essential Level 0

Essential Level 1

Reactive problem resolution

Essential hours1

0 hours2

15 hours2

30 hours2

Proactive services

Essential hours

10 hours2

10 hours2

20 hours2

Information services and case management

Microsoft support contact

30 hours

30 hours

60 hours

Annual price3

US$5,899

US$8,299

US$14,499

Guidelines for determining appropriate Essential Support level

SA incidents4

1–4

5–7

8–12

110-hour (reactive hours) add-on packs can be purchased twice a year for $1,899.

2Hours must be consumed within one year. They do not carry over.

3Price listed is the cost per year, based on a three-year contract.

4SA incidents are converted to Essential Support hours. The number of incidents listed is a guide to sizing the deal appropriately. They are, however, not a  restriction.

In the event that there is any conflict or contradiction between the language of this document and the language of the Enterprise Agreement, the Enterprise Enrollment or Enterprise Essential Support Services Enrollment, the terms of the applicable agreement or enrollment take precedence

October 2006Page 5 of 5

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