Microsoft 4/28/2020 - Laserfiche WebLink

d. Proactive Monitoring: Delivery of technical operations monitoring tools and recommendations for tuning your server incident management processes. This service helps Customer to create incident matrices, conduct major incident reviews, and create the design for a sustained engineering team. e Proactive Operations Programs(POP):A review with Customer staff of your planning, design, implementation or operational processes against Microsoft recommended practices. This review is done either onsite or remotely by a Microsoft support resource. f. Risk and Health Assessment Program as a Service (RAP as a Service): An automated assessment of Customer's Microsoft technology implementation,with data collected remotely.The gathered data is analyzed by Microsoft to create a finding report containing remediation recommendations. g. Risk and Health Assessment Program as a Service Plus (RAP as a Service Plus): RAP as a Service is provided and is followed up with a customized system optimization workshop at Customer location(for up to two days),that is focused on remediation planning and knowledge transfer 2.1.2 Optimization Services. Optimization Services focus on the goals of optimal utilization of the Customer's technology investment a. Development Focused Services. Services available to assist Customer staff build, deploy, and support applications built with Microsoft technologies b. IT Services Management: A suite of services designed to help Customer evolve your legacy IT environment using modern service management approaches that enable innovation, flexibility, quality and operational cost improvements. Modern IT Service Management services may be delivered through remote or onsite advisory sessions or workshops to help ensure your monitoring, incident management or service desk processes are optimized to manage the dynamics of cloud-based services when moving an application or service to the cloud. c. Lab Services.Where available in your geography, Microsoft can provide you with access to a lab facility to assist you with product development, benchmarking,testing, prototyping,and migration activities on Microsoft products. d. Remediation Services: Direct engagement with a Microsoft engineer to address findings identified during an Assessment service e. Security Services:The Microsoft security solutions portfolio includes four focus areas.cloud security and identity, mobility,enhanced information protection and secure infrastructure.Security services help customers understand how to protect and innovate their IT infrastructure, applications and data against internal and external threats. 2.1.3. Education Services. Education services provide training that help to enhance Customer's support staff's technical and operational skills through either onsite,online or on-demand instruction.Customer may modify the contract to add funding for additional Education Services or, at Customer's request, Microsoft will deduct an equivalent amount of Customer's contracted Support Assistance hours to cover the Education Services Customer select. Education Services can include the following a. Chalk Talks Short interactive services, typically one-day sessions, that cover product and support topics provided in a lecture and demonstration format and are delivered by a Microsoft engineer either in person or online. b. On-demand Education.A subscription service that grants access to a collection of online training materials from a workshop library developed by Microsoft engineers Subscriptions are sold on a per seat basis. c. Webcasts: Microsoft-hosted education sessions, available on a wide selection of support and Microsoft technology topics, delivered remotely online Webcasts can be purchased on a per-attendee basis or as a dedicated delivery to your organization. d. Workshops: Advanced level technical training sessions, available on a wide selection of support and Microsoft technology topics, delivered by a Microsoft engineer in person or online. Workshops are purchased on a per- attendee basis or as a dedicated delivery to your organization. Workshops cannot be recorded without express written permission from Microsoft._All registration requirements for Workshops must be completed by Customer 60 days prior to the expiration date of the applicable Fee and Named Contacts Schedule(s). Any materials or sample code provided to participants in conjunction with an Education Service are intended for the exclusive use of the participant. 2.1.4. Support Assistance Where available,proactive services may be sold as a quantity of Support Assistance hours These hours can be exchanged for one or more proactive services, described above, at current rates that are provided by your Microsoft Services representative. After scheduling the proactive service, Microsoft will deduct the appropriate 9.1 SLGE Premier Services Description(NOV2019) Page 3 of 9