What is Extended Support Engagement?

An Extended Support Engagement (ESE) is a billable support service used for technical issues that fall outside the standard CallTower Microsoft Support Scope, as determined by the customer’s specific CSP type.

ESE provides a structured, transparent way to access expert help for complex or unique technical issues.

Benefits

1. Access to Advanced Expertise:

You get direct access to senior technical specialists for in-depth troubleshooting and configuration support.

2. Clear Expectations

We clearly outline what’s included in each engagement, the estimated time required, and the specific deliverables—so you always know what to expect. A Statement of Work (SOW) may be provided for more complex or extensive issues.

3. Transparent Billing:

ESE is billed hourly at $250/hour. All ESE time will be tracked and documented in the related CallTower case.

4. Defined Service Levels:

ESE has its own Service Level Agreements(SLAs), ensuring timely updates and responses based on the urgency of your issue.

Severity	Definition	Update Frequency
Priority 1	Total impairment of critical services affecting an entire site	Hourly
Priority 2	Partial/intermittent impairment of critical services affecting multiple users	2 Hours
Priority 3	Partial/intermittent impairment of critical services affecting multiple users	1 Business Day
Priority 4	Impairment of non-critical services for a single user	2 Business Days
Expedited	Move, Add, Change, and Delete outside of our standard support scope	2 Business Days
Standard	Move, Add, Change, and Delete outside of our standard support scope	3 Business Days

 

*MACD requests outside of regular business hours (M-F, 6 AM MT to 6 PM MT) will be addressed the following business day.

*Extended Support Engagements may require establishing a temporary GDAP relationship, which could result in a brief delay while the relationship is processed.

 

5. Microsoft Support:

If your issue requires escalation to Microsoft, CallTower will provide the documentation and details you need to open a case directly with Microsoft. Should Microsoft request additional information, CallTower will assist by supplying the necessary details or, if desired, join a call with Microsoft. The customer is responsible for initiating and scheduling the call.

CallTower will not open or escalate a case with Microsoft on behalf of the customer as part of ESE.

 

Why Choose Extended Support Engagement?

Extended Support Engagement ensures you have a reliable, expert-driven path to help resolve complex issues, with clear communication, defined costs, and no surprises. It’s designed to give you the peace of mind and technical resources you need when you need them most.

 

Extended Support Engagement Scope

Please note that ESE requests are handled on a case-by-case basis, and the lists below may be subject to change depending on the context and needs of the ESE request submitted.