Professional Support Boundary

Professional support level delivers:

• Professional support level incident support could be used for all Microsoft product related setup and install problems, for basic how-to questions and for *all break/fix related issues
• Support is only for Microsoft software products (No support for hardware or third party products)
• Support also includes software development support, with the exception of coding, code review, software design or other consultative tasks. Software development support will review the smallest possible repro samples (a few lines) from the customer if necessary; but developer support will not review complete applications
• Support offering follows the product support lifecycle

Professional support level excludes support for:

• Downloadable or evaluation or beta edition of products (except otherwise mentioned)
• Microsoft hardware products (-> Personal support level only)
• Onsite support
• *Advisory service
• Password breaking service
• Data recovery
• Xbox, MSN, MBS support (except otherwise mentioned)

Note:

*Problem Resolution Services
Microsoft Problem Resolution Services provide assistance for problems with specific symptoms encountered while using a Microsoft product, where there is a reasonable expectation that the problem is caused by the Microsoft product. Problem Resolution Services are delivered on an incident basis. A Problem Resolution incident is defined as a single support issue and the reasonable effort needed to resolve it. A single support issue is a problem that cannot be broken down into subordinate issues. If a problem consists of subordinate issues, each shall be considered a separate incident. If a problem is determined by Microsoft to be the result of a defect in a Microsoft product, the customer will not be charged for that incident.

*Advisory Services is an hourly fee-based, consultative support option that provides proactive support beyond your break-fix product maintenance needs. This support option includes working with the same technician for assistance with issues like product migration, code review, or new program development. This service is typically used for shorter engagements, and is designed for developers and IT professionals who do not require the traditional onsite consulting or sustained account management services that are available from other Microsoft support options. To acquire this service, please refer to MCS, Essential Support or Premier Support options on http://www.microsoft.com/asia/services/microsoftservices/supp.mspx.