Article ID: 234322 - View products that this article applies to.
This article was previously published under Q234322
IMPORTANT: This article applies to all earlier versions of Microsoft Office, including all individual programs that offer developer-related features.
What Products Are Eligible for Developer Support?The following Office programs are eligible for Microsoft Office Developer Support: Microsoft Access, Microsoft Word, Microsoft Excel, Microsoft Outlook, Microsoft FrontPage, Microsoft PowerPoint, and Microsoft Office Developer.
Other programs that are included with various editions of Office are not eligible because they do not contain object models, or are not designed to be customized or programmed as part of a solution.
Suggested Resources to Check Before Contacting Support
Microsoft Knowledge Base
Microsoft Support Web Site FAQs
Microsoft Office Developer Support Web Site
Microsoft MSDN Office Web Site
Microsoft Developer Network
Microsoft Communities and Public Internet newsgroups
What Is a Developer Support Incident?An incident is defined as a single support issue and the commercially reasonable effort needed to resolve it. A single support issue is a problem that cannot be broken down into subordinate problems. If a problem consists of subordinate problems, each shall be considered a separate incident. Before Microsoft provides support for an incident, you and the Microsoft designated Support Professional must agree on what the problem is and the parameters for an acceptable solution. An incident may require multiple phone calls and off-line research to resolve it. A Microsoft product bug is not considered a fee-based incident.
Problems should be broken down to the smallest scope possible. Because developers are most familiar with solutions they created, you are in the best position to quickly narrow down the scope of a problem. This will typically reduce the total time needed to resolve issues.
If a Support Professional needs to view the code that you are using, try to make the code as short as possible while still reproducing the problem that you are having. The code should be able to be run independently of the solution that you are creating.
For larger development projects, Support Professionals only provide sample code that is relevant to the support incident. It is your responsibility to integrate the code sample into your solution. The Support Professional cannot help you design your solution or business rules, or provide code that you can use directly in your solution.
Microsoft Personal SupportPersonal Support provides support for installing, deploying, configuring, and using an Office program. Personal Support Professionals can provide assistance with explaining how to record macros and how to access the developer-related features. They can also suggest appropriate resources for you to get started. However, Microsoft Support Professionals that provide Personal support are not trained in developer technologies. If you have a specific question that is related to your custom solution, you can either consult the resources that are mentioned earlier in this article, or you can submit a Professional Support incident to obtain support from Microsoft.
Microsoft Professional SupportProfessional Support assists Office customers and solution developers in creating solutions that involve an Office product, within the guidelines specified below. Although Microsoft Product Support Services (PSS) can assist you with a wide variety of potential issues, PSS cannot provide ongoing training or perform a consulting role to assist you in creating your solution. As a developer, try to narrow down a problem to the smallest possible scope; this enables a Support Professional to help you in the most efficient manner.
NOTE: If you are not a developer and want to have a solution created for you, Microsoft generally recommends that you contact an independent solution provider. A solution provider can provide ongoing assistance and support for a solution that is suited to your needs.
What Support Is Provided by Professional Support?
What Support Is Not Provided by Professional Support?
Contact InformationTo submit a Professional developer-related incident from the Web, browse to:
http://msdn.microsoft.com/en-us/support/default.aspxIf you want to speak to a Microsoft Support Professional, the number to call depends on the nature of your question. If your question is specific to technologies that are included with Microsoft Office or Microsoft Office Developer, call one of the following phone numbers, depending on the appropriate program:
If your question is beyond the scope of what is included with Microsoft Office or Microsoft Office Developer, or is about Microsoft Outlook or messaging technologies, call (800) 936-5800. This support includes, but is not limited to:
(425) 635-7050 Microsoft Access (425) 462-9673 Microsoft Word (425) 635-7070 Microsoft Excel (425) 635-7088 Microsoft FrontPage (425) 635-7145 Microsoft PowerPoint (425) 635-7118 Microsoft Office Developer (for questions specific to features included only with Microsoft Office Developer)
Premier SupportIf you have a Microsoft Premier Support contract, you can submit an incident as you typically would for any incident.
Advisory ServicesMicrosoft Advisory Services is a hourly fee-based, consultative support option that provides proactive support beyond your break-fix product maintenance needs. For information on Microsoft Advisory Services, refer to this Microsoft Web site:http://support.microsoft.com/gp/advisoryservice
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