Premier Mission Critical Updated

Premier Mission Critical (PMC), which provides rapid response and escalation for problems affecting mission-critical applications, has been updated to provide more proactive services aimed at preventing problems in the first place and to support a wider range of Microsoft products.

Launched in 2009 as PMC Support (“Support” has been taken out of the name because the program now goes beyond what Microsoft deems to be support), it was the first Microsoft support program to offer financial guarantees of a quick response time (though problem resolution is not guaranteed) and was designed to allay fears among enterprise customers that Microsoft’s support team could not respond adequately in the event of a failure in a mission-critical application.

An add-on to Microsoft’s Premier Support offering, which provides a broad range of support offerings across all product categories, PMC assigns a Microsoft support team to review and understand the application, reducing the time they need to come up to speed on how it works, in the event of a problem; guarantees that a “support professional” will be on the phone within 30 minutes; and provides the support team with a channel into product engineering teams to quickly involve those who built the Microsoft part of the customer solution.