Fujitsu Enterprise Product Support Service (EPSS)

The Enterprise Product Support Service is a comprehensive, cost-effective managed software product escalation support service covering all Microsoft software and cloud products.

The flexible Managed Service is designed to scale to suit the Customer, and to complement and augment the Customer’s own in-house technical teams and skills. It is a compelling alternative to traditional, costly support models.

Scope:

Support Requests: Break/fix support, advice, and guidance for any Microsoft product/version (subject to lifecycle). This includes ALL Microsoft services under Azure, Microsoft 365, Dynamics 365, Office 365, and Microsoft managed storage. For Azure, the service accelerates and derisks the migration to Azure by providing fast solutions and answers when problems or issues arise. Ongoing, the service provides confidence and assurance of the Azure platform, knowing that support is available from Fujitsu 24x7x365 from engineers who have been working with Azure since it went live.

Technical Account Manager (TAM): Dedicated contact for service management, reporting, proactive information, and escalation to Microsoft. The TAM provides the “Managed” element to the managed service, ensuring that reactive support is of the highest quality and delivered without delay in all case. The TAM manages communication, collaboration and escalation to and within Microsoft, working closely with Fujitsu’s dedicated team at Microsoft, comprising Customer Success Account Manager and Incident Manager – all Europe-based.

Deliverables:

Onboarding for Named Contacts and Proactive distribution.

Quarterly Service utilization and review reports.

Optional Open Case Reports as often as required.

Email confirmation of all Support Request case open and closure details.

Proactive support information throughout the contract term covering known issues, best practice, support lifecycle, security and product best use.

Key Features:

Delivered in partnership with Microsoft

Offering all the same proactive deliverables as Microsoft’s Unified Support

Cost-effective support priced per case, not by hours or licenses.

UK-based, security-cleared Technical Account Manager and engineers.

Leverages Fujitsu's Microsoft expertise and global partnership.

Management escalation line of sight back to Microsoft.

Vendor neutrality - A trusted independent voice on Microsoft.

Pricing:

Based on your annual Support Request volume. Health-checks available as needed.

Add-on Services:

Infrastructure health-checks for key Microsoft products. Access to the Microsoft Services Catalogue, and Fujitsu’s Microsoft skills and capabilities across Europe.