Professional Support Options
Microsoft Professional Support
Microsoft experts 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 a 5-pack of 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 should be submitted online. Response time will be between 2 and 8 hours, depending on severity of incident.
Frequently Asked Questions - Professional Support
What is the expected response time for Professional Support?
Initial response times will depend on severity of incident.
An incident submitted as a Severity A (production server, service, or in-production application is currently down or there is a loss of a business system causing a critical work stoppage) will receive a response within two hours and will be supported 24 hours a day until the issue is resolved. Severity A issues will require your company resources be available to work on the issue potentially 24 hours a day until it is resolved. Issues submitted as Severity B or C will receive a response during standard business hours.
When do 5-pack incidents expire?
Incidents must be used within one year of purchase.
What information do I need to submit an incident using my 5-pack?
You will need to logon with the same Microsoft account used to purchase the 5-pack of incidents when you submit a new incident. Incidents are submitted online at https://support.microsoft.com/en-hk/assistedsupportproducts.
The person who purchased the 5-pack left the company. How do I access the remaining incidents?
If you do not have access to the Microsoft account used to purchase the 5-pack, you will need to contact Microsoft. Have your order confirmation number available as proof of purchase to access the remaining incidents.
What defines an ‘incident’?
An incident is defined as a single support issue and the reasonable effort(s) needed to resolve it. A single support issue is a problem that cannot be broken down into subordinate problems. If it can be broken down into subordinate problems, each subordinate problem shall be considered a separate incident. An incident may require multiple contacts and off-line research to achieve final resolution. The time spent in delivering these solutions is independent to the amount you will be charged.
Am I guaranteed a solution?
While our support professionals will make best efforts to resolve your issue, Microsoft cannot guarantee to resolve all issues due to the diversity of our customers’ computer configurations. Customers may request to close a case before it is resolved; however the chargeability is at the discretion of Microsoft.
What is considered an acceptable solution to the problem?
The Support Professional will agree upon the definition of the problem with you when you raise the support incident. The incident will be closed after the support professional has delivered one or more suggested solutions to you. If the support professional is unable to deliver a solution, you will be notified and the case will be closed as unresolved. The chargeable status of an unresolved case will be at Microsoft discretion.
Is there anything that Professional Support does not cover?
To validate if your product is still in lifecycle and eligible for support:
Visit https://support.microsoft.com/gp/lifecycle to review product eligibility.
What if I have billing questions about my credit card purchase?
Visit https://accounts.microsoft.com for your credit card billing questions.
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.
Additional support options
Visit support.microsoft.com for self-help and community resources.