Premier Break-Fix Support Policies

Microsoft offers annual paid support plans, called Premier Support, that provide enterprise customers training, consulting, testing lab access, and priority assistance with critical issues. The assistance, known as break-fix support, is intended to restore the customer’s environment to normal operations after a fault or disruption.

In order to prioritize cases by importance, Microsoft implements a classification system, which includes the following:

• A severity C (sev-C) case is the default, and it is the least severe classification. Sev-C means that a customer’s business is still functioning, but with impediments.
• A severity B (sev-B) case is more urgent: a customer’s business is functioning, but it is experiencing severe degradation. For example, an e-commerce Web site that is taking too much time to transmit orders would typically be sev-B.
• A severity A (sev-A) case is also known as a critical situation or “critsit.” In a sev-A case, a customer’s normal business functions