Server FAQs (800) 936-5200
1. What if I call "incident" based support and find out that I should have called "Advisory Services"?
The Support Professional you speak with in incident support will attempt to troubleshoot your particular problem or issue. If technical analysis reveals that fault is not attributable to Microsoft software, that support professional may recommend Advisory Services. If the analysis reveals that a customer’s problem was the result of a product bug or defect, Microsoft will refund the cost of the support incurred.
Advisory Services costs: Call now for assistance
2. What exactly is the definition of incident based support?
Incident based support requires assisted support from a support professional for a single support issue that cannot be broken down into subordinate problems.
3. Can I use incident based support for installation issues?
Yes, for actual installation of BizTalk Server itself. If the nature of the installation issue ranges beyond the act of getting the product running, Advisory Services are the appropriate route to pursue.
If a customer calls in or submits a web incident a second time about the same issue that was not effectively resolved on the first assisted support call, does it count as their second submission?
No. If it is regarding the same issue, it is counted as the same assisted support incident until it is effectively resolved or confirmed that no resolution is available.
4. Are "bug" issues deemed as an incident?
If the cause of the issue is determined to be a bug by Microsoft, the incident will not be charged. Microsoft Support Professionals are responsible for determining the nature of the bug.
5. Can I use Advisory Services for other Microsoft products?
Yes, Microsoft offers Advisory Services for a number of developer products.
For further information please use the phone number listed below.
For customers in the US only:
6. Are Advisory Services available 24x7?
Yes. If you require the Advisory Services you may call in at anytime and a Microsoft Support Professional will handle your request within 24 hours.
7. I’d like to keep an Advisory Services engagement open full-time. Is this an option?
No. Advisory Services are available for specific, short-term consulting engagements and generally do not exceed 40 hours.
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