Microsoft Support Options

Whether you are looking to resolve a product issue at home, searching for technical expertise at work or wanting to develop product solutions, Microsoft provides a variety of assisted support services to meet your requirements.

    

Self-help Support

Support for software that was supplied with your PC

If Microsoft software was preinstalled on your computer (OEM software), your supplier may be the most appropriate resource for technical support. Find out how to get support from your computer supplier..

Support for Microsoft software you purchased separately

If you purchased Microsoft software separately, like in a nylon wrapped box or case or as a download from Microsoft Store, you can contact Microsoft directly for support. For a number of products, like Windows or Office, and issues like installation problems, you can get a – limited – number of support incidents free of charge. Whether your product and issue are eligible for free support or not, you can find out on the Microsoft Online Assisted Support page. Also when contacting us we will tell you clearly whether support will be free or whether you need to pay, and how much.

Hours of Service

Microsoft technical support is provided 08:00 – 18:00 Monday to Friday and 09:00 - 18:00 Saturday, excluding Bank Holidays and Microsoft observed holidays. During these hours you can reach us on the phone. On the web you can contact us anytime, and we will come back to you during our hours of operation.

Support for Small and Medium Businesses

Self-help support

Support from Microsoft Partners

Microsoft Partners are technical experts that deliver Microsoft solutions to customers. Use Microsoft Pinpoint to find an IT expert, including software applications and professional services to solve specific business issues and support long-term goals.

Microsoft Professional Support

Professional Support provides you with access to Microsoft experts, to help you address problems encountered with the development, deployment and management of Microsoft software in business environments.

Professional Support is available as a single “pay-per-incident” (PPI) or an annual contract with five incidents. Professional Support incidents focus on troubleshooting a specific problem, error message, or functionality that is not working as intended for Microsoft products. An incident is defined as a single support issue and the reasonable effort to resolve it. Incidents may be submitted online or over the phone. Response time will be between 2 and 8 hours, depending on severity of incident.

PriceTo PurchaseBusiness hoursTo Submit incident
Professional Support
Single Incident
$259 USD for
one incident
6:00 AM – 6:00 PM
Pacific Time, Monday
through Friday,
excluding public
holidays
Professional Support
5-Pack Annual
Support Contract
$1,289 USD for
five incidents
Call 1-800-MICROSOFT
(1-800-642-7676)
Business, then Technical
Support

Business-critical after-hours support is available for $515 USD per incident and provides support only for business-critical issues. Service is available after business hours, on weekends, and during public holidays. To purchase after-hours support, please call us at 1-800-642-7676.

Professional Advisory

Microsoft Professional Advisory services are designed for developers, IT professionals and small and medium business customers to provide advice and information to enable customers to deliver their own solution, e.g. providing recommendations and best practices for design, development and deployment, leveraging Microsoft products and technologies. This offering does not include hands on configuration, writing custom code, onsite consulting, root cause analysis or account management.

Microsoft provides Professional Advisory services for the same price as a Professional Support incident, and the delivery time is expected be similar to a support incident, typically 2 to 3 hours. Requests may be rescoped to fit the limited delivery time or the service may be declined. Professional Advisory services are available during normal business hours: 6:00 AM – 6:00 PM Monday to Friday, excluding public holidays. Response time will be 8 hours. Simply call us at 1-800-642-7676, stating that you are calling for Professional Advisory Services.

Professional Advisory services are not offered for Cloud and Online Services, except for Azure Professional Direct customers. For longer duration requests, advisory services for Cloud and Online Services or to have solutions delivered to you, please contact our Microsoft partners.

Frequently Asked Questions

Support for IT Professionals and Developers

Self-help support

Support from Microsoft Partners

Microsoft Partners are technical experts that deliver Microsoft solutions to customers. Use Microsoft Pinpoint to find an IT expert, including software applications and professional services to solve specific business issues and support long-term goals.

Support through a Microsoft Program

If you are enrolled in the following Microsoft programs, you may be entitled to no-charge telephone or online support incidents:

Microsoft Professional Support

Professional Support provides you with access to Microsoft experts, to help you address problems encountered with the development, deployment and management of Microsoft software in business environments.

Professional Support is available as a single “pay-per-incident” (PPI) or an annual contract with five incidents. Professional Support incidents focus on troubleshooting a specific problem, error message, or functionality that is not working as intended for Microsoft products. An incident is defined as a single support issue and the reasonable effort to resolve it. Incidents may be submitted online or over the phone. Response time will be between 2 and 8 hours, depending on severity of incident.

PriceTo PurchaseBusiness hoursTo Submit incident
Professional Support
Single Incident
$259 USD for
one incident
6:00 AM – 6:00 PM
Pacific Time, Monday
through Friday,
excluding public
holidays
Professional Support
5-Pack Annual
Support Contract
$1,289 USD for
five incidents
Call 1-800-MICROSOFT
(1-800-642-7676)
Business, then Technical
Support

Business-critical after-hours support is available for $515 USD per incident and provides support only for business-critical issues. Service is available after business hours, on weekends, and during public holidays. To purchase after-hours support, please call us at 1-800-642-7676.

Professional Advisory

Microsoft Professional Advisory services are designed for developers, IT professionals and small and medium business customers to provide advice and information to enable customers to deliver their own solution, e.g. providing recommendations and best practices for design, development and deployment, leveraging Microsoft products and technologies. This offering does not include hands on configuration, writing custom code, onsite consulting, root cause analysis or account management.

Microsoft provides Professional Advisory services for the same price as a Professional Support incident, and the delivery time is expected be similar to a support incident, typically 2 to 3 hours. Requests may be rescoped to fit the limited delivery time or the service may be declined. Professional Advisory services are available during normal business hours: 6:00 AM – 6:00 PM Monday to Friday, excluding public holidays. Response time will be 8 hours. Simply call us at 1-800-642-7676, stating that you are calling for Professional Advisory Services.

Professional Advisory services are not offered for Cloud and Online Services, except for Azure Professional Direct customers. For longer duration requests, advisory services for Cloud and Online Services or to have solutions delivered to you, please contact our Microsoft partners.

Frequently Asked Questions

Support for Premier Customers

If your business requires 24/7 premium-level support, with a designated Technical Account Manager to help define custom support options that align strategically with your IT landscape, or you are already a Premier customer and your require support, please visit Microsoft Premier Support.

Support for Microsoft Partners

If you are a Microsoft Partner looking for support options that enable you to provide your customers with the highest possible level of service, please review your MPN Support benefits.

The Microsoft Partner Support Community is available to all partners and enables unlimited, no-cost support for Technical and non-technical requests with a guaranteed response, typically 1 business day (variable per forum and membership level).

Microsoft Consulting Services

If you are looking for IT strategy, development and infrastructure services to help you design, implement and deploy leading edge Microsoft technologies in your business, please visit Microsoft Consulting Services.

Last Review : August 4, 2014