Microsoft Software Assurance Support

To open a Software Assurance (SA) problem resolution request, you must provide the following information:
  • Software Assurance Access ID*
  • Product edition and version that shows the issue
  • Authorized contact information
* The Software Assurance Access ID is provided to authorized individuals by a company’s SA Support Benefits Administrator. For more information, contact your Microsoft sales representative.

Problem Resolution Requests:   Get Started

To learn more about Premier Support, visit the Microsoft Services Premier Support Web site.

For more information about transferring Software Assurance to Premier Support, contact your Microsoft Services representative or visit the Microsoft Services Premier Support Web site for more information.

The SA support offering is governed by Microsoft's current Software Assurance terms and conditions. The terms and conditions are subject to change. For more information, see the Microsoft Product List and Product Use Rights available on the Microsoft Volume Licensing Web site.

Problem Resolution Support

Problem Resolution Support provides help with issues about specific symptoms that occur when you use a Microsoft product where there is a reasonable expectation that those symptoms are caused by that Microsoft product.

Customers with Software Assurance have access to electronic Web-based and Phone-based problem resolution support services. Customers that are still on the old Software Assurance program are eligible for phone and web support on covered server products during business hours only.

Here is a chart that shows the service levels for the new Software Assurance support program as it compares with Essential and Premier support.

Support Service Packages and the new Software Assurance program

Offering BrandProfessional Support24x7 Professional SupportSoftware Assurance 2006Essential SupportPremier Support Family
Key BenefitsKey Features     
Problem Resolution Support - PhoneAll products coveredX5X5X1X3X3
Incidents / hours - Fixed Amount based on packageXX X 
Business hours - coverage in local languageXXX4XX
After hours - coverage for English language/English product XXXX
After hours - coverage for non-English language  X2XX
Incidents - Earned based on SA Spend  X  
Incidents / hours - Flexible    X
24x7 Critical Situation Escalation Management    X
Rapid Onsite Support    X
1 hour response    X
Knowledge TransferProactive Information Distribution, Microsoft Premier Online, etc.   XX
Direct Relationship (e.g., Support Account Management, Account Profiling and Reporting, etc.)

Phone-based   XX
Onsite    X
Proactive Services
Support Services   XX
Health Check and Infrastructure Workshop, Global and Regional    X

X = Service is available.

1 Any product that is in the mainstream phase of the product lifecycle and is eligible for SA Benefits, except Developer tools and Developer editions of all server and Home and Entertainment products.

2 After business hours, support will be provided on issues that are business critical. Support will be in English; however, some local language interpreter services may be available. For those non-English language products where interpreter services are not available, customers will be routed to an English speaking support engineer using English to troubleshoot the problem. For those non-English language products where interpreter services are available, customers will have the option of using interpreter services if they prefer to speak in their local language. If we cannot reproduce the problem or read the logs in the local language, we will attempt to resolve the issue using other available resources; otherwise, we will notify you that the issue cannot be resolved in the customer's local language. Requesting support in a local language may significantly delay resolution. Please visit the Volume Licensing Service Center to verify local language support availability in your country.

3 Products as mentioned in the lifecycle program Microsoft Support Lifecycle. Currently excluded from Premier and Essential Support are the Groove products, Microsoft TV and Microsoft Windows Storage Server.

4 Visit the Volume Licensing Service Center to verify local language availability in your country.

5 24x7 professional support covers problems associated with software and hardware development, network connectivity, server-based technologies, and business-critical systems. Issues can also include problems associated with configuration and deployment of business workstations and servers.

Offering BrandProfessional Support24x7 Professional SupportSoftware Assurance 2006Essential SupportPremier Support Family
Key BenefitsKey Features     
Problem Resolution Support WebAll products coveredX5X5  X
Only Server products with SA coverage  X  
Incidents - As needed  X  

Self-Help Support Options


  • Many issues may be resolved quickly through self-help support options. Visit Microsoft Community and ask your peers a question, or visit one of the Professional Online Support Web sites to find an answer on your own.

  • Microsoft Community
    Connect with customers and experts to get answers, share tips and find solutions.
  • Professional Online Support web sites
    For computer professionals in all kinds of organizations. These sites can help you find self-help information specifically developed and customized for computer professionals.
Last Review : March 18, 2013