| Simplified Billing and Billing Support |
We tailor your cloud invoicing in accordance with your business requirements.
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| SHI One Portal Access |
Access to SHI's Cloud Management Portal — SHI One — including visibility and management of cloud support requests, in addition to cloud account and usage data.
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| Azure Adoption Team Support |
Access to SHI's Cloud Adoption Team to help your organization leverage Azure to transform your business.
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| 24/7 Service Desk Support |
Response Times and Contact Methods
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Details |
| Access to Support - we will provide Level 1 Support with managed escalations to Microsoft as required. |
Self-Service Portal, Email or Phone |
| Availability |
24/7, Year-Round |
Response Time
(defined as the time it takes SHI to answer a customer’s phone call – or open and acknowledge a support ticket through self-service) |
Refer to Severity Level Table Below |
| Licensing Guidance |
Licensing support covering all aspects of an organization’s move to the Microsoft Office 365 and Azure cloud services. Including licensing model changes, program guidance and product use rights.
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| Customer Set-Up and Azure Services Provisioning |
Set-up of a customer in Microsoft systems, including tenant and domain association in addition to initial provisioning of Azure. We will also provide a service onboarding call to help you get started and provide an introduction to your SHI Support Services Team.
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| Service Onboarding |
First online session to help you get started and to introduce you to the SHI Support Services team.
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