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Arrow Electronics, Inc.
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Arrow’s Microsoft Premium Support

What is Arrow’s Microsoft Premium Support?

We understand that moving to the cloud can be a difficult process and a challenge to the existing business models our partners operate. Our Premium Reseller or End Customer support package expands upon the included support through a range of proactive services to enable our partners to accelerate their Microsoft cloud business and resolve any technical issues in a rapid and professional manner.

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Arrow’s Microsoft Premium Support

Partner

Get the fastest response to your Microsoft questions.  With Microsoft Premium “Partner” Support you can raise tickets on behalf of all of your Microsoft end customers 24x7x365 with a guaranteed SLA response time.

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Arrow’s Microsoft Premium Support

End-User

Your named end-customer can raise tickets directly to Arrow via email or telephone.  This is great if you don’t have a support desk or you have customers outside of Europe where they you would need a 24x7x365 service.   Let Arrow take the burden of resolving your end customer technical issues.

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Fast Guaranteed Response

With Arrow’s Microsoft Premium Partner Support, your support ticket will take precedence over standard support tickets to ensure the fastest response time to your issues and questions.   We guarantee a fast response 24x7x365:

  • Priority 1: 30 Minutes
  • Priority 2: 2 Hours
  • Priority 3: 4 Hours

All tickets raised are treated by a Severity 1 Problem owner to ensure a timely resolution​.

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Customer Success Manager

The Customer Success Manager (CAM) is a named contact assigned to you to manage Cloud Service-related operational activities during business hours.  The key deliverable of the Customer Success Manager are...

  • Ensure that the onboarding process is successful via an initial call
  • Meeting with you on a regular basis (not less than once every 3 calendar months) to review tickets, trends and recommendations
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Raise Tickets in Multiple Ways

With standard support, tickets can only be raised by our partners in ArrowSphere.  With Premium Support you are also able to raise tickets directly with Arrow via telephone (full list here) and email (support.ecs.emea@arrow.com)

Overview of Benefits of Arrow’ Microsoft Premium Support:

  • All tickets raised are treated by a Severity 1 Problem owner and will jump to the top of the ticketing general queue to ensure fastest response
  • Guaranteed SLA response time 24x7x365
  • Unlimited tickets can be raised
  • Tickets can be raised in many ways either via ArrowSphere for partners and phone or email for end customers and partners
  • You can review all tickets and best practices with our Customer Success Manager (CAM) once every 3 months
  • Costs are spread by monthly invoicing via ArrowSphere
  • Microsoft Premium Support covers:
    • Microsoft 365
    • Dynamics 365
    • Azure
  • Support for tenancy issues, configuration, license and subscription management

How to Order:

  • Microsoft Premium Service is only orderable via ArrowSphere
  • The partner first subscribes to the service in ArrowSphere “Arrow Premium Support for Microsoft” or searchable under code name “ARWS-MSS”
  • Once you have subscribed to this service, Arrow will validate the request and set-up purchase discounts; thereafter you can order Microsoft Premium Support in ArrowSphere
  • Minimum Term is for a 12 months engagement, invoiced monthly
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