Basic Tier

Our Basic tier is for customers that are purchasing their Azure infrastructure from SHI under the Microsoft Cloud Solution Provider program.

Service includes:

• Level 1 technical support of the Azure Platform with escalation to Microsoft

Professional Support Tier

Our Professional tier is designed for customers that need access to additional cloud architect expertise for design and issue resolution.

Service includes:

• Cloud architect level technical support of the Azure Platform
• Designated Technical Account Manager assigned to your organization
• Annual Cloud Architecture Reviews to ensure that you're following best practices

Managed Tier

Our Managed tier is designed for customers that would prefer that SHI manage and operate the cloud environment on their behalf. Let us worry about backups, monitoring, and day to day management of the environment.

Service includes:

• All of the features of the Professional service level plus
• Support and management for a designated list of operating systems
• Onboarding program to define a list of runbooks
• Best practice configuration of Azure services
• Patch management for designated operating systems
• Monitoring for automated alerts based on system events and defined metric criteria
• Deployment of new infrastructure based on agreed upon Customer service runbooks