Microsoft offers new time-sensitive support service
InfoWorld | at | by Mike
Microsoft for the first time has said it will pay a financial penalty if it doesn't reach its service-level goals for a technical support product.
The time element is key to Premier Mission Critical Support, which Microsoft designed based on customer feedback to provide support for applications such as stock-trading, reservation or billing systems that need to be available all the time, Belmont said.
These applications "can't afford to go down, and when they do go down [customers want] us to help them bring them back up," he said.